Angella R. Brown
McKinney,TX
Summary
Dynamic and experienced leader seeking an internal leadership opportunity to drive team performance, strengthen operational excellence, and support organizational goals while continuing professional growth within the company.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Operations Supervisor / Performance Manager
Willis Towers Watson
Richardson, TX
07.2014 - Current
- Lead and manage teams of 10–20 customer service professionals
- Drive day-to-day operations including coaching, development, and corrective action
- Establish weekly and monthly performance goals
- Conduct structured one-on-one coaching sessions
- Analyze performance data using Microsoft Excel and Cognos
- Ensure quality, accuracy, and regulatory compliance
- Lead process improvement and knowledge-building initiatives
- Handle escalated participant concerns
- Collaborate with leadership teams across operations
- Train and onboard new hires
- Leadership Profile / Professional Summary
- Experienced Performance Manager and Customer Service Operations Supervisor with over 12 years of leadership experience in regulated healthcare environments. Proven ability to lead, coach, and develop high-performing teams while ensuring compliance, quality, and customer satisfaction.
Customer Service Representative
One Exchange (Willis Towers Watson)
Richardson, TX
09.2012 - 07.2014
- Assisted Medicare-eligible retirees
- Handled enrollment, reimbursement, and claims inquiries
- Provided empathetic and compliant customer service
- Identified root causes and resolutions
- Supported audit and inventory control
- Responded to phone and email inquiries
Education
Shelby State Community College
Memphis, TN01-1994
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Concord Career Institute, Travel School
Memphis, TN01-1991
High School Diploma - undefined
01-1989
Skills
- People Leadership & Team Development
- Performance Coaching & Accountability
- Operational Reporting & Data Analysis
- Workforce Readiness & Training
- Quality & Compliance Oversight
- Process Improvement
- Compliance monitoring
- Positive attitude
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Multitasking and organization
- Goal oriented
- Trustworthy and honest
- Team leadership
- Verbal and written communication
- Team collaboration and leadership
- Employee supervision
- Coaching and mentoring
- Goal setting
- Documentation and reporting
- Staff motivation
- Task delegation
- Staff supervision
- MS office
- Continuous improvement
- New employee hiring
- Employee engagement
- Teamwork and collaboration
- Quality assurance
- Attention to detail
- Organizational skills
- Effective communication
- Team building
- Employee motivation
- Professionalism
Timeline
Customer Service Operations Supervisor / Performance Manager
Willis Towers Watson
07.2014 - Current
Customer Service Representative
One Exchange (Willis Towers Watson)
09.2012 - 07.2014
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Concord Career Institute, Travel School
High School Diploma - undefined
Shelby State Community College