Highly efficient Operations supervisor with experience in a wide range of administrative functions, staff management, and operational services. Enthusiastic team player with strong work ethics, and advanced complex problem-solving skills. Dedicated to the continuous process improvement in the face of rapidly evolving and ever-changing markets.
Hi, I’m
Deangelo Townsend
Dearborn,MI
Summary
Overview
7
years of professional experience
Work History
Aston Carter
Cadillac Universal Team Lead
05.2023 - Current
Job overview
- Providing ongoing coaching, mentoring, and feedback to individual team members, fostering their professional development and growth
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Compiled training materials for new employees and tracked skill development.
- Monitor and evaluate call quality, ensuring adherence to Cadillac’s customer service standards and brand voice
- Escalate complex or unresolved issues to the appropriate channels, ensuring timely and effective resolution.
- Developed systems and procedures to improve operational quality and team efficiency.
- Prepare regular reports on team performance and customer service trends for management stakeholders
- Supervised team of 16 universal advisors that assisted Cadillac customer via inbound and outbound communications to ensure that top tier customer service is being provided.
- Recognize individual and team achievements, fostering a positive and motivated work environment
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Teleperformance USA
Cadillac Universal Team Lead
09.2021 - 04.2023
Job overview
- Monitored team performance and provided coaching feedback to increase productivity and maintain quality standards for team of 15 agents.
- Communicated KPIs outlined in daily plan to inform employees of expectations and deliverables.
- Analyzed customer feedback to identify improvement opportunities and develop action plans. contributing to 40% of improved customer satisfaction
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Collaborated with training team to boost product support and certification training initiatives to ensure 100% compliance.
- Developed process controls and metrics for daily management of call center.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
Teleperformance USA
ABAY Supervisor
03.2021 - 09.2021
Job overview
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve areas of opportunities for over 100 agents daily.
- Perform additional training and development for all non-sales GM customer service lines of businesses.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Teleperformance USA
Connection Center Team Lead
01.2021 - 03.2021
Job overview
- Directed and supervised team of 15 engaged in software based issue resolution and soft-skill development.
- Developed monthly and daily production output plans to deliver on customer service and performance metrics.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teleperformance
Cadillac Universal Team Captain
02.2020 - 01.2021
Job overview
- Enhanced team performance by implementing effective communication and collaboration strategies.
- Increased overall productivity by streamlining workflow processes and delegating tasks appropriately.
- Improved employee retention through mentoring, coaching, and providing constructive feedback.
- Boosted team morale by organizing team-building activities and fostering a positive work environment.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained and managed customer files and databases.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolving 5-6 high level customer concerns daily
Concentrix
Cadillac Universal Advisor
06.2019 - 02.2020
Job overview
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained and managed customer files and databases.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolving 5-6 high level customer concerns daily
Dynamic BDC
Concierge Specialist
05.2018 - 06.2019
Job overview
- Managing over 200 inbound and outbound client communications in high volume contact center daily.
- Training and developing new employees via coaching and shadowing.
- Providing technical support for new and existing employees.
- Assisting with appointment scheduling for automotive service from various manufacturers including BMW, Mazda, Chrysler, Toyota and Ford.
- Updating and maintaining consumer information.
- Established hybrid messaging and call team for enhanced customer experience.
Education
Oakland Community College
Bachelor of Science from Business Administration
12.2025
University Overview
Skills
- Scheduling and Coordinating
- Microsoft Office
- Written and Verbal Communication
- Employee Evaluation
- Customer Relations
- Payroll Administration and Timekeeping
- Problem-solving
- Staff Training
Accomplishments
Accomplishments
- October 2020 Cadillac Employee of the Month
- Collaborated with a team of 3 to launch and develop General Motors ABAY Department 2021 to train over 3,000 agents.
Timeline
Cadillac Universal Team Lead
Aston Carter
05.2023 - Current
Cadillac Universal Team Lead
Teleperformance USA
09.2021 - 04.2023
ABAY Supervisor
Teleperformance USA
03.2021 - 09.2021
Connection Center Team Lead
Teleperformance USA
01.2021 - 03.2021
Cadillac Universal Team Captain
Teleperformance
02.2020 - 01.2021
Cadillac Universal Advisor
Concentrix
06.2019 - 02.2020
Concierge Specialist
Dynamic BDC
05.2018 - 06.2019
Oakland Community College
Bachelor of Science from Business Administration
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