ANGELINA MARIE EDWARDS
Prattville,AL
Summary
25 years of experience in customer relations with a strong emphasis in supervisory and customer services duties. The educational background and leadership skills, along with my communication, analytical, and problem-solving skills have aided me in maintaining a highly successful performance history.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Edfinancial Services
Montgomery, AL
04.2024 - Current
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Evaluated employee job performance and motivated staff to improve productivity.
Financial Counselor
Parallon
Montgomery, AL
04.2023 - Current
- Remained calm, stayed professional and provided exceptional service face to face and calls, even when interacting with difficult individuals.
- Received payment and posted to appropriate patients accounts.
- Received and recorded cash, checks and credit cards
- Recorded and updated customer personal accounts with accurate contact information.
- Verified and updated patients insurance information
- provided patients with repayment information base on their financial situations
- Answered patients questions regarding their accounts
- Meet with patients face to face using excellent customer services
- Scanned all payment documents under the appropriate patient accounts.
- Checked postings and documents for correctness, accuracy and proper coding.
BPO Supervisor
Edfinancial Services
Montgomery, AL
12.2021 - 03.2024
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Delivered constructive call process feedback.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Maintained strong call control and quickly worked through scripts to address problems.
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Interfaced with cross-functional support groups to manage daily operations.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Trained contractors on monthly basis by developing and teaching processes and systems that increased customer satisfaction.
FSAIC Customer Services Supervisor
Peraton
Montgomery, Alabama (AL)
04.2021 - 12.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld strict quality control policies and procedures during customer interactions.
- Reviewed customer account information to determine current issues and potential solutions.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
FSAIC Customer Service Supervisor
Perspecta
Montgomery, Alabama (AL)
06.2018 - 03.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld strict quality control policies and procedures during customer interactions.
- Reviewed customer account information to determine current issues and potential solutions.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Received payment and posted to appropriate customer accounts.
- Recorded information about customers' financial status and collections status efforts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Financial Counselor
Parallon
Montgomery, AL
06.2015 - 06.2018
- Remained calm, stayed professional and provided exceptional service face to face and calls, even when interacting with difficult individuals.
- Received payment and posted to appropriate patients accounts.
- Received and recorded cash, checks and credit cards
- Recorded and updated customer personal accounts with accurate contact information.
- Verified and updated patients insurance information
- provided patients with repayment information base on their financial situations
- Answered patients questions regarding their accounts
- Meet with patients face to face using excellent customer services
- Scanned all payment documents under the appropriate patient accounts.
- Checked postings and documents for correctness, accuracy and proper coding.
FSAIC Customer Service Supervisor
DXC Technology, Inc
Montgomery, AL
07.2017 - 05.2018
- Taking escalation calls from agents
- Monitoring attendance and adherence issues
- Addressing performance issues immediately to the agents
- Making reasonable procedure exceptions to accommodate unusual customer requests.
- Performing monthly one on one meeting with agents concerning their overall performance
- Collecting customer feedback and making process changes to exceed customer satisfaction goals.
- Providing accurate and appropriate information in response to customer inquiries.
- Providing the agents with their daily staff time
- Collecting weekly timecards from all the agents and sending them to their agencies.
- Assisting managers with different projects
Federal Student Aid Information Center Customer Services Representative
Enterprises Services
Montgomery, AL
09.2014 - 06.2017
- Demonstrated mastery of customer service call script within specified timeframes.
- Provided accurate and appropriate information in response to customer inquiries.
- Resolved customer questions and issues
- Managed large volume inbound and outbound calls in timely manner
- Followed communication "scripts" when handling different topics
- Identified customers’ needs, clarified information, researched every issue and provided solutions and/or alternatives
- Kept records of all conversations in our call center database in a comprehensible way
- Provided customers with status of their FAFSA applications by phone, chat or e-mail
- Helped customers with corrections of their FAFSA applications by phone, chat or e-mail
Direct Consolidation Loan Information Center Customer Services Representative
HP Enterprises Services
Montgomery, AL
07.2012 - 08.2014
- Demonstrated mastery of customer service call script within specified time frames.
- Provided accurate and appropriate information in response to customer inquiries.
- Resolved customer questions and issues
- Managed large volume inbound and outbound calls in timely manner
- Effectively communicated with team members to maintain clearly defined expectations.
- Resolved customer questions, issues and complaints
Direct Consolidation Center Team Lead
HP Enterprises Services
Montgomery, AL
06.2001 - 06.2012
- Effectively communicated with team members to maintain clearly defined expectations.
- Resolved customer questions, issues and complaints.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
- Monitored the call queue to ensure the phone metric were met
- Cross-trained and provided back-up for other customer service representatives when needed.
Veteran Call Center Team Lead
HP Enterprises Services
Montgomery, AL
08.2008 - 02.2009
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Assisted with the development of the call center's operations, quality and training processes
- Properly directed inbound calls in phone queues to improve call flow.
Direct Consolidation Center Customer Services Representatives
EDS
Montgomery, AL
03.2000 - 07.2008
- Acted as liaison between borrowers, lenders and the department of education.
- Assisted Direct Loan borrowers with Direct Loan Consolidation process by documenting cases, researching and resolving issues.
- Monitored, coached and evaluated customer services representative that needed to improve their customer relation skills.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Cross-trained and provided back-up for other customer service representatives when needed.
Education
BBA - Business Business Administration Management
University of Montevallo (AACSB)
Skills
- Deadline-oriented
- High customer service standard
- Excellent people skills
- Strong organizational skills
- Active listening skills
- Energetic work attitude
- Adaptive team player
- Call Center management experience
- Strong problem solving ability
- Dependable
- Flexible and adaptable
- Apply conflict resolution techniques
- Team management
- Focused on customer satisfaction
- Management of remote employees
- Skilled multi-tasker
- Respond promptly to customers requests
Accomplishments
- Employee of Month (HP Enterprises Services, May 2012)
- Employee of Month (HP Enterprises Services, November 2004)
- Certificate of Outstanding Performance (HP Enterprises Services, September 2001)
- Employee of Outstanding Performance (HP Enterprises Services, January 2001)
Certifications
Mastery Certification for Call Center Supervision January 2011
Skills
- Microsoft Office Suite
- Operated Autodialer
- National Student Loan Database System(NSLDS)
- CPS
- Oracle
- Avaya CMS-Supervisor
- PAS
- Qfiniti
- Beeline
Timeline
Customer Service Manager
Edfinancial Services
04.2024 - Current
Financial Counselor
Parallon
04.2023 - Current
BPO Supervisor
Edfinancial Services
12.2021 - 03.2024
FSAIC Customer Services Supervisor
Peraton
04.2021 - 12.2022
FSAIC Customer Service Supervisor
Perspecta
06.2018 - 03.2021
FSAIC Customer Service Supervisor
DXC Technology, Inc
07.2017 - 05.2018
Financial Counselor
Parallon
06.2015 - 06.2018
Federal Student Aid Information Center Customer Services Representative
Enterprises Services
09.2014 - 06.2017
Direct Consolidation Loan Information Center Customer Services Representative
HP Enterprises Services
07.2012 - 08.2014
Veteran Call Center Team Lead
HP Enterprises Services
08.2008 - 02.2009
Direct Consolidation Center Team Lead
HP Enterprises Services
06.2001 - 06.2012
Direct Consolidation Center Customer Services Representatives
EDS
03.2000 - 07.2008
BBA - Business Business Administration Management
University of Montevallo (AACSB)
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