Angie Laury

• Enhanced customer analytics to identify recurring issues and collaborated with the product team to address them, reducing repeat call volume by 25%.
• Utilized available resources in resolving complex issues that member was experiencing in an accurate timely fashion.
• Formulated a new follow- up method reducing customer complaints by 40% in the first quarter.

• Successfully managed and organized over 300 files and documents for the company's quarterly reports, ensuring timely submission and accuracy.
• Assisted in the planning and execution of a company-wide event with over 100 attendees, contributing to a 20% increase in employee satisfaction and engagement.
• Facilitated smooth operations with proficient data entry and document management for various projects.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Established rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Managed high call volume with exceptional professionalism and efficiency, overseeing a 25% calling quality impact.

GPA 3.8

• Honor Roll