Anngela Smithwick

• Served as a senior escalation point for advanced user incidents, diagnosing and resolving high-impact issues in a cloud-based property management platform.
• Designed and delivered onboarding and continuous learning programs, integrating adult learning theory and digital pedagogical frameworks to enhance team capability and client onboarding outcomes.
• Edited and maintained comprehensive knowledge base documentation, enabling systemic alignment across support operations and ensuring organizational knowledge retention.
• Assumed temporary operational leadership during managerial transitions, overseeing workflow prioritization and team resource coordination while maintaining SLA benchmarks.
• Partnered with cross-functional teams, including engineering and UX, to advocate for user-centered product enhancements informed by aggregated customer feedback and usage data.
• Led the systematic evaluation of S2MCC case data through weekly audits, and oversight of team KPI's, employing quality assurance methodologies to ensure compliance with organizational standards and to inform continuous process refinement.
• Offered assistance in implementing and developing training programs.
• Maintained performance goals, including:

Timeliness: Consistently adhered to shift schedules, breaks, and meetings.

Attendance: Maintained unscheduled absenteeism below 7% monthly.

Communication Presence: Maintained accurate status on platforms such as Slack, Gmail, and Twilio.

Quality Assurance: Maintained an average quality score (AQS) of 95 %+ weekly.

Efficiency: Maintained an Average Handle Time (AHT) of 3:15

Led cross-functional teams to resolve complex product issues, improving customer satisfaction rates.

• Developed and implemented training programs for new support specialists, enhancing team performance and knowledge retention.
• Collaborated with engineering teams to troubleshoot software bugs, ensuring timely resolutions and minimizing downtime for clients.
• Mentored junior staff in best practices for customer interactions, fostering a culture of excellence in service delivery.

• Directed multi-site youth development programs, applying educational best practices to curriculum development, staff mentorship, and policy enforcement.
• Ensured compliance with municipal and state guidelines governing child development environments; developed data-informed engagement strategies to optimize learning outcomes.
• Led parent and community stakeholder communications, fostering transparency, engagement, and programmatic growth through collaborative initiatives.
• Led operational planning and execution of community programs to enhance member engagement and satisfaction.
• Managed staff training and development initiatives, ensuring consistent delivery of high-quality programs.
• Provided leadership and guidance to staff through ongoing training initiatives, boosting employee retention rates.
• Successfully managed several projects from inception through completion demonstrating strong project management skills.
• Implemented safety protocols, maintaining a secure work environment for staff and visitors alike.
• Established strong relationships with clients, fostering long-term partnerships and repeat business.
• Improved customer satisfaction ratings by addressing concerns promptly and implementing feedback-driven improvements.
• Coordinated staff and student activities to promote a safe and productive learning environment.
• Established positive, stimulating learning environment for students and exciting education-focused setting for teachers.
• Kept sites in full compliance with established policies, legal requirements and student safety standards.

• Supervised operational workflows and front-line service delivery during peak business hours; implemented procedural refinements that reduced throughput time and improved customer satisfaction.
• Directed training programs for new hires and existing staff to maintain consistent performance standards across roles and responsibilities.
• Oversaw cash flow reconciliation, inventory management, and daily operations compliance, ensuring financial accuracy and operational continuity.
• Coordinated shift schedules to maintain adequate staffing and meet peak demand periods.
• Managed inventory levels and conducted regular stock assessments to optimize supply chain efficiency.
• Implemented best practices for food preparation and sanitation to enhance workplace safety.
• Resolved customer complaints promptly, ensuring satisfactory service recovery and retention. Addressed customer complaints and issues and offered thoughtful solutions to maintain a thoughtful customer service workflow.
• Analyzed sales data to identify trends, adjusting strategies to improve performance during shifts.