Anqualita Ingram
Henrico,United States
Summary
With robust leadership and advanced customer service skills, it is with great enthusiasm to apply for the opportunity to serve as a Customer Service Supervisor at the City of Richmond Department of Finance. With a track record of effectively handling inquiries, resolving issues, and ensuring customer satisfaction, being well-prepared to lead a team to success is the goal. With over 4 years of supervisory experience, being proficient in providing support across multiple communication channels, conducting training sessions, and ensuring regulatory compliance, their aim is to contribute to the Division of Revenue's commitment to excellence in customer service operations.
Overview
9
9
years of professional experience
Work History
Donor Coordinator
Childfund
11.2023 - Current
- Respond promptly and effectively to donor inquiries via phone and email, following prescribed call flow procedures to provide optimal support and assistance.
- Engage regularly with donors to ensure satisfaction with sponsorship, actively encouraging retention through performance and fostering long-term relationships with an error rate of less that 8.5% which exceeds business expectations.
- Track productivity data and metrics to monitor performance and identify areas for improvement, ensuring efficient and effective donor management processes.
- Created and implemented fundraising plans to encourage donations and distribute funding.
- Support campaigns and special projects to present to cultivation team, contributing to a successful execution and achievement of campaign goals to raise funds exceeding $5,000 per monthly bases.
Social Media Specialist
T-Mobile
01.2020 - 08.2023
- Demonstrated proficiency in troubleshooting network issues, identifying root causes, and implementing effective solutions to ensure smooth network operations.
- Experience with configuring and maintaining network devices (e.g., routers, switches) to optimize performance and security.
- Managed team by provided technical support to both internal and external stakeholders, addressing their IT-related concerns and resolving issues in timely and efficient manner by phone and team chat source.
- Utilized excellent problem-solving skills to diagnose hardware and software problems with resulted in 18% increase in customer experience through social media channels when employing network troubleshooting expertise to find appropriate solutions.
Senior Account Care Expert
T-Mobile
11.2014 - 01.2020
- Supervised team members to ensure consistent communication practices were upheld, fostering strong customer relationships.
- Spearheaded launch of Team of Experts located in Manila, Philippines with adoption of new technologies and software and call flows by presenting and facilitating smooth transitions through small group activities, role playing, and knowledge based trainings.
- Monitored team performance and provided guidance to ensure consistent delivery of exceptional service.
- Led team of 12 in adopting new customer-centric approach, prioritizing high levels of customer satisfaction through proactive issue resolution and comprehensive follow-up procedures.
Education
Bachelor of Arts - Public Administration And Services
Kentucky State University
Frankfort, KY05.2012
Skills
- Excellent verbal and written communication
- Leadership and Supervision
- Advanced-Level Customer Service
- Competency in using various software systems
- Problem-Solving and Decision-Making
- Technical Proficiency
- Regulatory Compliance
Timeline
Donor Coordinator
Childfund
11.2023 - Current
Social Media Specialist
T-Mobile
01.2020 - 08.2023
Senior Account Care Expert
T-Mobile
11.2014 - 01.2020
Bachelor of Arts - Public Administration And Services
Kentucky State University
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