ANGIE Cowan
Belpre,USA
Summary
Results-oriented with 24 years of proven experience in building and managing high-performing teams. Demonstrated ability to streamline operations, enhance customer satisfaction, and exceed organizational goals. Skilled in:
- Team Leadership: Motivating and developing teams to achieve peak performance.
- Customer Service: Resolving complex issues with diplomacy and providing exceptional customer experiences.
- Operational Efficiency: Implementing and maintaining efficient systems and processes.
- Process Improvement: Identifying opportunities for optimization and driving positive change.
Seeking a challenging role to leverage my expertise and contribute to the success of your organization.
Overview
24
24
years of professional experience
Work History
Data Analyst
Altice USA
Parkersburg, WV
03.2022 - 06.2024
- Process Wizard: Streamlined company systems with my programming and technical support expertise, improving efficiency and stability
- Support Innovator: Designed and built internal software tools, reducing escalations and improving first call resolution
- Six Sigma Green Belt Pro: Leveraged Six Sigma methodology to optimize processes and drive continuous improvement
- Data Whisperer: Collaborated with stakeholders to gather requirements and design insightful data models and reports
- Quality Assurance Champion: Ensured new reporting solutions met high standards through rigorous testing
- API Integration Master: Unlocked advanced analytics capabilities by integrating external APIs with internal systems
- Visualization Guru: Built clear and impactful visualizations that made complex data easily understandable for users
- Business Partner Extraordinaire: Worked closely with internal teams to translate business needs into actionable insights and adapt to changing strategies
Business Performance Operation Supervisor
Altice USA
Parkersburg, WV
06.2018 - 03.2022
- Vendor Performance Guru: Analyzed and managed processes for outsourced organizations, improving staff support and resolving administrative issues, leading to better project performance
- Workforce Wizard: Ensured efficient staffing in 6 sites, meeting adherence and requirements every 30 minutes
- Call Center Maestro: Managed 1 onshore and 5 offshore call centers, exceeding KPIs through standardized operating procedures
- Customer Champion: Built strong relationships with clients and fostered a welcoming customer environment
- Resource Management Ace: Managed project estimates negotiated resource conflicts, and allocated resources effectively
- Productivity Powerhouse: Increased employee productivity by 35% through training and mentorship
- EDI Architect: Successfully led and managed the multi-department rollout of robust and secure electronic data interchange systems
- Business-Tech Bridge: Liaised between business and technology units to manage application delivery schedules
- Tech Innovation Champion: Managed the implementation of new technologies, driving increased efficiency
- Cross-Functional Collaboration Pro: Communicated effectively with technology leaders across all phases of project execution, from analysis to support
Supervisor
JCPenney Inc
Vienna, WV
08.2017 - 06.2018
- Operational & Team Transformation: Trained team in new strategies, achieving 30% improvement in operations within 2 months
- Customer Satisfaction Champion: Increased customer satisfaction scores by 5%, exceeding company expectations
- Team Builder & Mentor: Built a high-performing team through outstanding mentoring, coaching, and teaching, reducing employee churn
- Process Optimization Expert: Streamlined employee improvement plans, defective item processing, and scheduling, boosting productivity by 5%
- Sales & Service Mastermind: Trained new employees, coached existing staff, and developed a loyal customer base of repeat customers
- Performance & Training Leader: Performed nightly audits, designed improvement plans and trained 60+ employees, maximizing efficiency and reducing process lags
- Top 10 Performer: Outperformed 50,000 colleagues to earn a coveted spot among JcPenny's top 10 employees
- My exceptional contributions in boosting customer experience and sales led to me being entrusted with mentoring and supporting leadership teams in struggling areas
Operations Manager
Suddenlink Communications
Parkersburg, WV
07.2000 - 07.2017
- 1.5M Customer Focus: Led 15-member management team and directed operations for 1.5 million customers, achieving +200 direct reports
- Operational Efficiency: Implemented policies, standard operating procedures, and software for continuous improvement, reducing downtime and financial loss
- Profitability Growth: Designed and deployed strategies to grow profitability, exceeding company targets by 10-15% annually
- Customer Satisfaction: Redesigned call center escalation process, reducing customer complaints by 5% and increasing internal/external satisfaction by 10%
- Team Performance: Spearheaded employee morale programs, boosting retention by 15% and enhancing performance through improved evaluation processes
- Technology Implementation: Led successful installations of internal software and phone system transition, streamlining operations and improving truck rolls by 5%
- Leadership & Mentorship: Built, supervised, and mentored 20 teams and leaders, fostering a strong and knowledgeable workforce
Education
Associate of Science - Social Work
Washington State Community College
Marietta, OHSkills
- Process Improvements
- Organizational Leadership
- Human Resources Management
- Documentation And Reporting
- Report Preparation
- Policy Development
- Stakeholder Management
- Performance Evaluations
- Vendor Negotiations
- Recordkeeping and Reporting
Timeline
Data Analyst
Altice USA
03.2022 - 06.2024
Business Performance Operation Supervisor
Altice USA
06.2018 - 03.2022
Supervisor
JCPenney Inc
08.2017 - 06.2018
Operations Manager
Suddenlink Communications
07.2000 - 07.2017
Associate of Science - Social Work
Washington State Community College