Summary
Overview
Work History
Education
Skills
Timeline
Generic

Annette Onsurez Angulo

Glendora,CA

Summary

Motivated and detail-oriented professional with extensive experience in customer service, case management, and HR support. Skilled in handling inbound inquiries, managing customer cases, and delivering timely resolutions using systems like Salesforce. Proven ability to collaborate cross-functionally with teams to solve complex issues and enhance the employee experience. Adept at managing multiple tasks in a fast-paced environment while maintaining high standards of accuracy and compliance. Strong communicator with a passion for delivering exceptional service and supporting HR operations. Ready to contribute my organizational, problem-solving, and customer service skills to drive the success of the HR Contact Center Representative role.

Overview

10
10
years of professional experience

Work History

Sales Operations Specialist

Alo Yoga
Commerce, CA REMOTE
10.2024 - 02.2025
  • Utilized Salesforce daily to manage and resolve customer cases, including returns, refunds, and lost packages, ensuring timely follow-up and same-day case closure when possible.
  • Communicated and collaborated with the customer-facing team to fulfill service requests and gather additional context for resolving ongoing cases.
  • Processed exchanges, refunds, and store credits while maintaining a high level of accuracy and customer satisfaction.
  • Filed lost package reports during peak holiday seasons, maintained communication with third-party carriers via email, and kept leadership informed of claim statuses and resolutions.
  • Monitored Salesforce case logs to ensure accurate tracking of ongoing cases and policy compliance.
  • Kept the customer-facing team up to date on evolving store policies and procedures, especially during high-volume periods.
  • Worked closely with management and other internal departments via Slack to brainstorm and implement solutions for complex or high-priority customer cases.
  • Demonstrated adaptability, initiative, and attention to detail in a fast-paced support environment, maintaining quality service under pressure.

Member Services Representative

Kaiser Permanente
Falls Church, VA REMOTE
12.2022 - 10.2023
  • Served as a primary point of contact for members via inbound calls and online support, addressing a wide range of inquiries and concerns with professionalism and empathy.
  • Assisted members with navigation of digital platforms, including the Kaiser Permanente website and mobile app, while providing guidance on health benefits, hospital hours, and available member perks.
  • Acted as a liaison between members and internal departments to efficiently resolve escalated concerns and service requests.
  • Maintained and updated sensitive member account information, including personal details, primary care provider changes, and medical record discrepancies.
  • Delivered clear explanations of health benefit plans, co-payments, deductible balances, and premium information to support informed decision-making.
  • Provided soft technical support by resetting account credentials, unlocking accounts, and issuing new passwords.
  • Demonstrated strong communication and organizational skills in a high-volume contact center environment, contributing to high levels of customer satisfaction, and first-call resolution rates.

Human Resources Expert

Target
Falls Church, VA
04.2021 - 11.2022
  • Collaborated with HR leadership to assess and address staffing needs, ensuring the right mix of talent to support both in-store and digital shopping experiences.
  • Led recruitment efforts, sourcing, and hiring candidates with the necessary skills and enthusiasm to enhance guest services and meet business objectives.
  • Served as a go-to resource for team members and leaders regarding scheduling systems, pay practices, and compliance policies.
  • Provided coaching and training support to team members and leaders, advocating for continuous learning and professional development.
  • Acted as an approachable and empathetic point of contact for team members, listening to their concerns, and collaborating with leadership to take necessary action.
  • Managed HR processes and programs to boost team member engagement, while minimizing operational disruption.
  • Ensured adherence to company compliance policies to mitigate risk and support a positive work environment.
  • Fostered a welcoming atmosphere by greeting guests and providing assistance in addressing their needs, promoting a positive customer experience.
  • Demonstrated a commitment to ethical conduct, safety, and compliance while maintaining a safe working environment, and reporting hazards promptly.

Delivery Driver

Amazon DSP
Chino, CA
03.2020 - 06.2021
  • Received daily delivery instructions and route assignments from dispatch to ensure timely and efficient deliveries.
  • Conducted pre-trip vehicle inspections to verify safety, functionality, and compliance with operational standards.
  • Loaded, secured, and unloaded packages safely and efficiently, ensuring proper handling to prevent damage.
  • Adhered to all traffic laws and company safety protocols while operating the delivery vehicle.
  • Maintained clear and consistent communication with dispatch to report delays, route changes, or delivery issues.
  • Optimized delivery efficiency by strategically grouping and routing deliveries based on designated areas.
  • Ensured inventory accuracy by cross-checking load counts against shipping manifests after deliveries, and reporting any returned packages to dispatch.

Key Holder

SST&C
Arcadia, CA
03.2015 - 02.2020
  • Executed daily banking tasks, including processing deposits and withdrawals of funds from registers, ensuring accuracy, and adherence to company procedures.
  • Delivered exceptional customer service through cashiering, merchandising, and restocking shelves, contributing to a positive shopping experience for guests.
  • Oversaw store opening and closing procedures, ensuring adherence to company policies, and ensuring smooth, timely operations.
  • Actively participated in training sessions focused on customer service excellence and loss prevention strategies, enhancing both team performance and operational security.
  • Held key holder responsibilities, including unlocking and securing the store, setting alarms, and ensuring a safe and secure environment.
  • Optimized backroom storage organization, maximizing space efficiency, and streamlining inventory management processes.
  • Monitored employee performance, ensuring adherence to company policies and procedures, and fostering a culture of accountability and excellence.
  • Maintained meticulous records of merchandise, inventory levels, sales, returns, and staff transactions, ensuring data accuracy, and supporting operational decision-making.

Education

High School Diploma -

Arroyo Hight School
El Monte, CA
06-2009

Skills

  • Customer service
  • Case Management
  • Collaboration
  • Problem Solving
  • Communication
  • Organization
  • Technical Support
  • Compliance

Timeline

Sales Operations Specialist

Alo Yoga
10.2024 - 02.2025

Member Services Representative

Kaiser Permanente
12.2022 - 10.2023

Human Resources Expert

Target
04.2021 - 11.2022

Delivery Driver

Amazon DSP
03.2020 - 06.2021

Key Holder

SST&C
03.2015 - 02.2020

High School Diploma -

Arroyo Hight School

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Annette Onsurez Angulo