Angie Bartee

Delivered high-quality support across phone and digital channels. Built customer rapport and strengthened long-term loyalty. Resolved inquiries and complaints using company procedures. Managed multitasking in high-volume environments. Provided follow-ups and escalated issues when appropriate. Maintained updated knowledge of service and product changes.

Managed a portfolio of 100+ client accounts, achieving a 92% customer satisfaction score and a 15% increase in retention. Partnered with product and engineering teams to reduce recurring issues by 20%, improving overall customer experience. Provided step-by-step technical support for software and hardware issues, reducing average resolution time from 15 to 8 minutes.

Used remote-access tools to troubleshoot devices, install updates, and configure settings. Documented all customer interactions and resolutions in ticketing systems (e.g., Zendesk, ServiceNow, Jira). Assisted customers with account setup, password resets, system access, and security verification. Resolved connectivity issues involving Wi-Fi, modems, routers, and network configurations. Collaborated with higher-tier teams to escalate complex technical problems and ensure timely solutions.

Handled escalated calls with empathy, achieving a 90% positive resolution feedback rating. Identified process gaps and implemented solutions that reduced complaint resolution times by 10%. Assisted customers in navigating digital platforms, increasing online self-service usage by 15%. Maintained professionalism under pressure, consistently exceeding call center KPIs for service levels and handle times.

Consistently identified customer needs and recommended relevant service upgrades, add-ons, and promotional bundles to enhance value and improve customer satisfaction. Built trust by providing honest recommendations that improved customer experience rather than focusing on sales quotas. Recognized by management for strong product knowledge and ability to drive voluntary service upgrades in a non-commission role. Assisted customers in optimizing their plans, leading to increased satisfaction ratings and reduced future support calls. Communicated complex technical upgrades in simple terms, helping customers make informed decisions about service enhancements.

Supported logistics operations, consistently meeting daily productivity and quality targets. Trained new team members on safety and workflow best practices, reducing onboarding errors by 30%. Accurately picked, packed, and prepared orders for shipment using company guidelines and safety procedures. Maintained organized inventory records through cycle counts, stock rotation, and data entry in warehouse management systems (WMS).

Identified inventory shortages or overages and communicated them to supervisors to prevent stock issues. Assisted with returns processing by inspecting items, updating records, and restocking or disposing of materials as needed. Utilized computer systems to update inventory counts, process shipping labels, and track order fulfillment. Supported team productivity by completing tasks quickly and accurately in fast-paced warehouse environments.