Angie M. Easley
Gallion,Al
Summary
Interpersonal HR coordinator providing general HR oversight including assisting with new hire orientation, updating employee information, coordinating onboarding, coordinating candidate interviews, and preparing reports regarding recruiting activity for the HR team. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate
Alorica
01.2020 - Current
- Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls/chats to supervisor when necessary and appropriate
- Responds to requests for assistance
- Tracks call/chat-related information for auditing and reporting purposes
- Provides feedback reports on call/chat issues related to downtime and/or training issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Streamlined the customer service process for increased efficiency and improved response times.
- Developed comprehensive training materials to enhance team knowledge and performance.
- Participated in company-wide projects aimed at improving overall customer experience, ensuring that the perspectives of front-line staff were represented during decision-making processes.
- Reduced average call time by implementing efficient problem-solving techniques during interactions with customers.
- Mentored new Customer Service Advocates, ensuring a smooth transition into their roles.
- Maintained detailed records of customer inquiries, complaints, resolutions, and follow-up actions taken by the team members involved in each case.
Customer Service Manager/Accounting
Walmart
01.2015 - 01.2020
- Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges
- Handle communications with customers through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview
- Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives
- Offer resolutions to complaints and issues concerning customer orders
- Collect information on agents and other staff performance from customers to make judgment on their performance
- Get up-to-date information about all products
- Offer refund to customers when the need arises
- Compile and print customer complaints and suggestions and present them to the appropriate authorities
- Investigate and identify the part of the Walmart that needs improvement
- Coordinate with the management on the initiatives that help improve customer service
- Take advantage of social media as a medium of responding to customer complaint
- Monitor the statistics on supports
- Handle customer concern over the price of a product and the ads
- Offer counsel to customers on their chances of getting a refund for product return
- Work with other departments in ensuring that all customer related issues are attended to
- Assist accountants and auditors with bookkeeping, clerical duties, and managing accounts
- Resolve outstanding payments through communication with departments, vendors, and clients
- Process, record, and pay invoices, bills, and other transactions
- Record fiscal transactions, balancing and reconciling accounts.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Established team priorities, maintained schedules and monitored performance.
Office Assistant
SITTI
01.2008 - 01.2014
- Operate photocopiers, scanners, voicemail systems, and personal computers
- Answer telephones, direct calls, and take messages
- Open, sort, and route answer correspondence
- Review files, records, and other documents to obtain information to respond to requests
- Greet clients and visitors and direct them to conference or staff areas
- Schedule appointments
- Calculates refunds and repayments for students
- Maintain confidentiality of student information
- Handle incoming and outgoing mail
- Maintains file system on student inquiries; assesses probabilities of student applications
- Established a plan to market the school and what it offers.
Office Manager/ Monitor
Uniform Corner
01.2005 - 01.2008
- Implement policies and producers for production of documents
- Maintain customers' home or business security accounts
- Organize office operations such as workplace assignments and layouts
- Prepare installation dates and times
- Assist with the hiring process, terminating and promoting office personnel.
Assembly Line Operator
SCI
01.2005 - 01.2003
- Assist the factory manager in planning the assembly line that ensures time and cost
- Analyze the machinery and the processed products for any defects, errors, malfunctioning etc
- Supervise the work of assembly workers and make certain they perform their duties as per the required standards and confirming to the safety regulations.
Assembly Operator/Computer Tester
KBM
01.2001 - 01.2003
- Assist the factory manager in planning the assembly line that ensures time and cost
- Analyze the machinery and the processed products for any defects, errors, malfunctioning etc
- Supervise the work of assembly workers and make certain they perform their duties as per the required standards and confirming to the safety regulations.
Education
Master of Science Leadership & Management -
Amridge University
Montgomery, AL06.2014
B.S. Human Resources Management -
Faulkner University
Huntsville, AL06.2003
A.S. Computer Information System -
Faulkner University
Huntsville, AL06.2002
Huntsville Hospital
Huntsville, AL01.2001
Skills
- Call center experience
- Data Entry
- Administrative Support
- Problem-solving abilities
- Complaint Handling
- Microsoft Outlook
- Account Management
- Live chat support
- Multi-line phone talent
- Escalation management
- Call Center Operations
- Staff education and training
- Customer Relationship Management (CRM)
- Problem Resolution
Timeline
Customer Service Advocate
Alorica
01.2020 - Current
Customer Service Manager/Accounting
Walmart
01.2015 - 01.2020
Office Assistant
SITTI
01.2008 - 01.2014
Office Manager/ Monitor
Uniform Corner
01.2005 - 01.2008
Assembly Line Operator
SCI
01.2005 - 01.2003
Assembly Operator/Computer Tester
KBM
01.2001 - 01.2003
Master of Science Leadership & Management -
Amridge University
B.S. Human Resources Management -
Faulkner University
A.S. Computer Information System -
Faulkner University
Huntsville Hospital
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