Angelina Ward
Brooklyn ,NY
Summary
Strong leader with 15 years of customer service experience and problem-solver dedicated to streamlining operations. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Claims Adjuster
Progressive
06.2023 - Current
- Examined claims forms and other records to determine insurance coverage.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Prepared summaries of damage, payments, and policy coverage.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
General Manager
38 West Collection
05.2019 - Current
- Time management and Staffing
- Drive Sales goals and KPI's
- Issue management and report writing (such as disciplinary action forms)
- Manage stock levels and inventory on sales floor
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Developed and maintained relationships with customers and suppliers through account development
- Implemented operational strategies and effectively built customer and employee loyalty
- Developed and implemented strategies to increase sales and profitability
- Monitored daily cash discrepancies and inventory shrinkage
- Negotiated price and service with customers and vendors to decrease expenses and increase profit
Store Manager
Aaron's Sales And Lease
10.2017 - 03.2019
- Manage store to achieve planned growth and profit goals
- Ensure that Quality Control Calls are completed on all new lease agreements within 1 business day of delivery
- Ensure that all company vehicles are maintained within safe operating standards
- Ensure all returned merchandise is certified, reclassified and priced
- Recruit, hire, train and develop best team of associates for store to ensure efficient and successful operations
- Ensure execution of all customer service programs, company guidelines and policies
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Walked through store areas to identify and proactively resolve issues negatively impacting operations
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Implemented business strategies, increasing revenue and effectively targeting new markets
Video Repair Agent
Spectrum
04.2017 - 10.2018
- Coach and developed team of call center representatives in fast-paced, dynamic call center environment
- Responsible for leading and providing feedback to aid representatives in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and world class service
- Contribute to Company vision of being industry leader in customer service through quality, commitment, courtesy and teamwork
- Effectively lead team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded
- Assist team with escalated customer issues
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
- Provide on-going coaching and on-the-job training
Dispatcher/Manager
Communicar Inc
04.2010 - 08.2017
- Schedule and dispatch workers and service vehicles to appropriate locations according to customer requests, specifications, or needs, using dispatching application or telephones
- Relay work orders, messages, and information to or from drivers
- Determines types or amounts of vehicles and personnel required according to work orders or specifications
- Keeps customers informed by answering questions
- Updates job knowledge by participating in educational opportunities
- Maintain punctuality and performance of fleet routes
- Exercise Passenger Sensitivity
- Document Driver Performance, Routes discrepancies, Breakdowns, Accidents, etc.
- Enforce Company Policies and Procedures
- Promote Safe Driving Habits
Education
Associate of Arts -
Borough of Manhattan Community College of The City University of New York
New York, NY01.2015
Credits - Liberal Arts & Sciences
Vista College
El Paso, TX05.2014
High School Diploma -
Franklin K Lane High School
Brooklyn NY06.2003
Skills
- Microsoft Outlook/Word/POS
- Claims Evaluations
- Database Management
- Office Management
- Workflow Planning
Timeline
Claims Adjuster
Progressive
06.2023 - Current
General Manager
38 West Collection
05.2019 - Current
Store Manager
Aaron's Sales And Lease
10.2017 - 03.2019
Video Repair Agent
Spectrum
04.2017 - 10.2018
Dispatcher/Manager
Communicar Inc
04.2010 - 08.2017
Associate of Arts -
Borough of Manhattan Community College of The City University of New York
Credits - Liberal Arts & Sciences
Vista College
High School Diploma -
Franklin K Lane High School