Angelina Sutton
Orlando,FL
Summary
Focused Customer Service professional with over 8+ years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
9
9
years of professional experience
Work History
Client Service Supervisor
GA Foods
08.2023 - Current
- Hired, managed, developed and trained staff, established and monitored goals and metrics, conducted performance.
- Assisted in improving department client grievance reports by 23% during my tenure.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Worked effectively as the team leader in a fast paced, high-volume work environment.
- Mastered the navigation of salesforce and trained all new department agents on company CRM database.
- Created clear expectations for the team, resulting in consistent high-quality service delivery to clients.
Customer Service Supervisor
Ambetter Healthcare
12.2021 - 08.2023
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Handled all escalated calls for the department via phone, email. and web chat
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Received certifications and gained experience navigating Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
Customer Care Supervisor
First Horizon Bank
04.2017 - 12.2021
- Supervised employees at a high-volume, Call Center, addressing concerns and resolving issues, while ensuring adherence to company policies and procedures.
- Operated CRM system and Microsoft office tools while assisting 30+ customers a day
- Achieved a 20% increase in first call resolution by coaching and developing staff on effective communication,
conflict resolution, and customer service skills. - Improved voice operations by automating client correspondence, record tracking and data communications.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
Customer Service Representative Team Lead
Diamond Resorts International - Orlando Office
08.2015 - 04.2017
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Education
High School Diploma -
University High School
Orlando, FLSkills
- Well-Trained in Salesforce
- 50 wpm typing speed
- Customer Service
- Call Documentation
- CRM Software
- Microsoft Office
- Microsoft Excel
- Google Suite
- Training & Development
- Conflict Resolution
- Delegation and Supervision
- Sales Support
Timeline
Client Service Supervisor
GA Foods
08.2023 - Current
Customer Service Supervisor
Ambetter Healthcare
12.2021 - 08.2023
Customer Care Supervisor
First Horizon Bank
04.2017 - 12.2021
Customer Service Representative Team Lead
Diamond Resorts International - Orlando Office
08.2015 - 04.2017
High School Diploma -
University High School
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