Angelique Leong
Madison
Summary
Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Pursuing a new role as a Sales Development Representative, where hard work interpersonal communication skills will be highly valued.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Event Specialist
Pc/nametag
04.2023 - Current
- Interfaced with clients to understand event objectives.
- Managed top accounts to ensure a streamlined experience for the customers.
- Elevated guest satisfaction by addressing concerns promptly and professionally.
Fraud Investigation Specialist
Shopbop
11.2020 - 03.2023
- Documented findings and prepared detailed reports.
- Carefully documented statements, observations and evidentiary materials.
- Collaborated with various agencies on investigations.
- Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations.
- Analyzed fraud complaints and identified fraudulent patterns.
- Averaged 40 tasks per hour in peak volume and over 25 contacts per hour in average volume while maintaining audit scores above 97%
Senior Customer Service Representative
Shopbop
04.2019 - 11.2020
- Engaged clients over phone, email and chat to answer questions and address complaints
- Performed and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Watched and flagged customer accounts to monitor ongoing issues and deploy solutions for outstanding concerns
- Averaged 13 contacts per hour in peak volume and over 11 contacts per hour in average volume while maintaining audit scores above 95%
- Hosted shadow sessions for new employees and various departments in call script use, conflict resolution and data entry practices and increasing customer satisfaction ratings
General Manager
Nutzy Mutz & Crazy Catz
12.2013 - 03.2019
- Managed all purchasing, sales, marketing and customer account operations to ensure efficiency and performance
- Directed distribution, merchandising and showcasing of products
- Managed, trained and motivated back and front-of-house employees to always be improving knowledge and abilities in the field
- Increased profitability by coordinating consistent floor merchandise plan changes to drive sales
- Supported community outreach campaigns by collaborating with local organizations and community groups
Coffee Shop Consultant
Independent Contractor
04.2016 - Current
- Responsible for creative design and established daily operations for prominent coffee shops
- Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures
- Worked directly with contractors, vendors and clients to achieve functional and efficient work flow
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
Coffee Roaster/Lead Barista
Etes Vous Prets Coffee LLC
08.2009 - 01.2014
- Made and served 300 café beverages per day with speed, quality and consistency
- Advised customers on whole bean and bulk tea selections, detailing origin, flavor and pairing recommendations
- Responsible for achieving production requirements and ensured that products were produced on time and are of good quality
- Coordinated product needs and preferences for all 5 E.V.P. shops and E.V.P. wholesale accounts
Director Of Resident Care
Homestead Living LLC
02.2006 - 08.2009
- Managed operations at 16-bed facility for dementia care patients including medication administration schedules and supervision of staff
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations
- Created and modified Activity Based Care plans for individual residents by collaborating with resident families and primary care staff
Education
Associate of Arts - Therapeutic Massage
Madison College
Madison, WI2002
High School Diploma - undefined
Middleton High School
Middleton, WI1998
Skills
- Strong communication and time management skills
- Highly organized
- Excellent memory
- Customer service
- Product Knowledge
- Teamwork and collaboration
- User interface understanding
- Proficient in MS Office, SharePoint, WorkDocs, Slack, G Suite, NAV and Business Central
- Data entry & typing average 60 wpm
- Content Creation (SOPs, Quarterly Newsletters, Presentations)
Accomplishments
- Telephone/Email/Task Service - Professionally processed 200+ contacts per day in peak volume, providing information and service to ensure customer satisfaction
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
- Customer Service - Consistently received positive feedback from clients and supervisors. Handled client complaints while maintaining a positive experience
- Collaborated with Customer Service Supervisory Team to invent and simplify processes surrounding email issues
Certification
- Computer Training Certificate: Madison College
- Applied Animal Psychology: Animal Behavior Institute
- Medication Administration and Management: DHS Wisconsin
Timeline
Event Specialist
Pc/nametag
04.2023 - Current
Fraud Investigation Specialist
Shopbop
11.2020 - 03.2023
Senior Customer Service Representative
Shopbop
04.2019 - 11.2020
Coffee Shop Consultant
Independent Contractor
04.2016 - Current
General Manager
Nutzy Mutz & Crazy Catz
12.2013 - 03.2019
Coffee Roaster/Lead Barista
Etes Vous Prets Coffee LLC
08.2009 - 01.2014
Director Of Resident Care
Homestead Living LLC
02.2006 - 08.2009
Associate of Arts - Therapeutic Massage
Madison College
High School Diploma - undefined
Middleton High School
- Computer Training Certificate: Madison College
- Applied Animal Psychology: Animal Behavior Institute
- Medication Administration and Management: DHS Wisconsin
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