Angeline Cook
Groveland
Summary
Detail-oriented professional with a B.S. in Psychology, specializing in administrative support and client relations. Proven track record in managing complex documentation and ensuring data accuracy while coordinating community service activities. Dedicated to fostering individual well-being through strong communication and empathetic listening.
Overview
11
11
years of professional experience
Work History
Independent Contractor
Amazon Flex
10.2023 - Current
- Delivered timely and professional delivery services to diverse clients, ensuring accuracy in logistics and adherence to time-sensitive operations.
- Managed time effectively to meet delivery schedules consistently.
- Communicated with customers regarding delivery status and expectations.
- Delivered packages to customers in specified locations.
Parole Probation Specialist
Florida Department of Corrections
05.2024 - 10.2025
- Managed the day-to-day intake and administrative processing of individuals under community supervision, ensuring accurate data entry and record-keeping.
- Collected, reviewed, and entered critical information into the Offender Based Information System (OBIS), maintaining high standards of data integrity.
- Coordinated community service activities and monitored program assignments.
- Generated detailed reports and prepared comprehensive records for new intakes, facilitating informed decision-making for management.
- Provided technical support for probationers/parolees in resolving complex issues.
- Researched, interpreted, and verified complex data and criminal records through various databases (e.g., NCIC/FCIC), performing quality assurance audits.
- Reviewed and verified documents for accuracy, ensuring compliance and readiness for submission or publication.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data via OBIS.
- Managed inmate records and documentation in compliance with state regulations.
Office Support Assistant
University of Central Florida
05.2022 - 06.2023
- Managed incoming communications via telephone/email, ensuring prompt responses to enhance student and staff support.
- Delivered confidential administrative support to CAPS students, managing appointments, maintaining documentation, and responding to inquiries.
- Provided exceptional support to students and staff, promoting trust and reliability in a fast-paced academic environment.
- Maintained high confidentiality regarding client appointments/attendance as well as adhering to office policies.
- Maintained organized filing systems, facilitating quick and efficient document retrieval for office staff.
- Handled incoming calls and directed callers to appropriate department, streamlining communication within the office.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Composed, edited and typed memos and reports with job-related software.
Tour Desk Agent
Westgate Resorts
11.2021 - 04.2022
- Facilitated guest check-ins and check-outs at resort's tour desk, ensuring smooth arrival and departure experiences.
- Coordinated tour bookings and reservations for timeshare presentations, enhancing guest engagement with resort offerings.
- Provided information about local attractions and activities to enhance guest experiences.
- Maintained accurate records of tour bookings and guest interactions at the desk.
- Addressed customer inquiries promptly and professionally, fostering positive guest interactions.
- Answered telephones and greeted visitors to assist with inquiries and forwarded calls.
- Performed administrative duties including filing documents and data entry.
Ticket/Gate Customer Service Agent
Delta Air Lines
Knoxville
07.2019 - 10.2021
- Supported travelers through complex situations, including crises, delays, and changing itineraries, demonstrating strong problem-solving and empathetic listening skills.
- Facilitated boarding processes for diverse passenger groups and special needs travelers, ensuring all passengers received appropriate assistance.
- Managed check-in, boarding, and seat availability, making gate announcements and verifying customers' travel documentation for smooth operations.
- Coordinated with team members to ensure timely aircraft departures and arrivals, enhancing overall operational efficiency.
- Delivered excellent customer care in high-stress, high-volume environments, consistently exceeding service expectations.
- Operated loading bridges to facilitate safe and efficient passenger boarding and deboarding.
- Opened, closed, and secured aircraft doors to ensure passenger safety and aircraft integrity.
- Tagging and lifting baggage from scales to conveyor belts. Some bags will weigh up to 70 pounds.
- Escorting unaccompanied minors and disabled passengers throughout the airport.
Shift Manager
Dairy Queen
05.2018 - 01.2019
- Coordinated shift schedules to ensure optimal staff coverage, enhancing operational efficiency during peak hours.
- Supervised daily operations and staff in a fast-paced food service environment.
- Trained new employees on service standards and operational procedures.
- Resolved customer complaints promptly, contributing to customer satisfaction and loyalty.
- Maintained positive working relationships with staff, customers, and vendors to foster a collaborative work environment.
- Ensured compliance with health and safety regulations during food preparation.
- Monitored store operations to ensure compliance with company policies and procedures.
- Completed all opening and closing duties accurately according to established guidelines.
- Delegated work to staff, setting priorities and goals.
- Reviewed security footage regularly for suspicious activities or theft attempts.
Office Assistant
Woodruff Construction
05.2017 - 03.2018
- Answered incoming calls professionally and directed callers to appropriate personnel to ensure effective communication.
- Handled incoming calls and promptly directed inquiries to appropriate personnel to enhance response times.
- Managed office correspondence and documentation to facilitate clear and efficient communication.
- Coordinated schedules and appointments for project managers.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Maintained an organized filing system of paper documents and electronic files.
- Organized project files and maintained accurate records for easy access.
Collection Agent
GC Services
09.2016 - 05.2017
- Managed customer accounts to facilitate timely collection of outstanding payments, improving cash flow.
- Resolved payment disputes and inquiries through effective communication with clients, enhancing customer satisfaction.
- Handled high-volume incoming/outgoing calls, demonstrating professionalism and empathy to strengthen client relationships.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Utilized collection software to track account status and update records accurately.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
Customer Care Agent
Xerox
04.2015 - 06.2016
- Provide excellent customer service to all customers, responding promptly and professionally to inquiries.
- Handle incoming calls from customers regarding billing issues, technical support, product information, account changes, and other related topics.
- Resolved customer complaints promptly, escalating complex issues to ensure satisfaction.
- Utilized multiple systems to access customer accounts and troubleshoot problems, providing effective solutions.
- Educated customers on Verizon products and services, successfully upselling when appropriate.
- Maintain accurate records of customer interactions and transactions.
- Remain current with system information, changes, and updates.
Assist with special projects or tasks as assigned. - Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams.
Education
Bachelor of Science - Psychology
Middle Tennessee State University
Murfreesboro, TN08-2023
Associate of Science - Psychology
Pellissippi State Community College
Knoxville, TN05-2019
Skills
- Program Coordination
- Project management
- Client support
- Microsoft Office Suite
- Organization and Multitasking
- Clerical tasks
- Record keeping
- Verbal and Written Communication
- Conflict resolution
- Empathetic Listening
Volunteer Experience
Big Brothers Big Sisters of East Tennessee, Mentor & Community Leader, 3.5 Years, Guided a high school student in academic and personal development, assisting with college prep, life planning, and essential needs., Built a lasting, supportive relationship as a trusted mentor and role model, actively participating in school and community volunteer events.
Timeline
Parole Probation Specialist
Florida Department of Corrections
05.2024 - 10.2025
Independent Contractor
Amazon Flex
10.2023 - Current
Office Support Assistant
University of Central Florida
05.2022 - 06.2023
Tour Desk Agent
Westgate Resorts
11.2021 - 04.2022
Ticket/Gate Customer Service Agent
Delta Air Lines
07.2019 - 10.2021
Shift Manager
Dairy Queen
05.2018 - 01.2019
Office Assistant
Woodruff Construction
05.2017 - 03.2018
Collection Agent
GC Services
09.2016 - 05.2017
Customer Care Agent
Xerox
04.2015 - 06.2016
Bachelor of Science - Psychology
Middle Tennessee State University
Associate of Science - Psychology
Pellissippi State Community College