Anjayla Fitzgerald
Indianapolis,IN
Summary
Results-driven Lead Customer Service Representative experienced in managing direct and escalated customer interactions and resolving complex issues. Enhanced team productivity and customer satisfaction through effective coaching, mentoring, and conflict resolution strategies. Focused on building strong customer relationships to drive loyalty and retention while streamlining service procedures.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Resourceful Customer Service Lead known for high productivity and efficient task completion. Specialize in conflict resolution, customer relationship management, and process improvement. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and team performance.
Overview
1
1
year of post-secondary education
6
6
years of professional experience
Work History
Customer Service Lead
Insight Global
Indianapolis, IN
04.2025 - Current
- Led customer service team for Insight Global client accounts.
- Resolved customer issues via phone and email, ensuring satisfaction and timely resolution.
- Trained representatives in call handling and service standards.
- Monitored daily queues and assigned cases to agents to optimize workflow and response times.
- Coordinated with internal teams on client support requests to enhance service delivery and client experience.
- Reviewed service records for accuracy and policy compliance.
Project Assistant - Remote
Staffing Agency
Indianapolis, IN
09.2023 - 09.2025
- Coordinated remote project schedules to align staffing agency recruiters with client needs.
- Updated project trackers and candidate records in applicant tracking systems.
- Prepared status reports for staffing agency leadership and hiring teams.
- Managed calendar appointments across multiple remote staffing projects.
- Routed interview requests between candidates, recruiters, and client contacts.
- Tracked and prioritized follow-up tasks to ensure timely completion of staffing agency assignments.
- Organized digital files, contracts, and onboarding documents for remote teams.
- Maintained detailed expense records to support budgeting and financial oversight for each project.
Customer Service Representative
USAA
Indianapolis, Indiana
09.2020 - 12.2022
- Handled inbound calls while maintaining service standards and empathy.
- Assisted USAA members with account questions and policy updates through phone support.
- Resolved billing, payment, and service issues using USAA systems and procedures.
- Documented member interactions accurately in customer records and case notes.
- Explained insurance and banking options using clear, professional language.
- Routed complex requests to USAA departments for follow-up and resolution.
Education
Bachelor of Science - Sonography
South College
Knoxville, TN 06.2025 - 10.2026
Penn Foster Career School
Scranton, PASkills
- Customer relations
- Client engagement
- Billing arrangements
- Customer complaint resolution
- Call center
- Team collaboration
- Administrative duties
- Clinical documentation
- Quality assurance
- Patient communication
- Email etiquette
- Research and analysis
- Marketing tools
- Brand management
- Obstetric sonography
- Product location
- Punctuality and reliability
- Creative problem solving
- POS systems expert
- Microsoft office expertise
- Call center procedures
- Adaptability and flexibility
- Lead generation
Timeline
Bachelor of Science - Sonography
South College
06.2025 - 10.2026
Customer Service Lead
Insight Global
04.2025 - Current
Project Assistant - Remote
Staffing Agency
09.2023 - 09.2025
Customer Service Representative
USAA
09.2020 - 12.2022
Penn Foster Career School