Shalonda Archangel
Mansfield
Summary
Personable and organized, with a natural ability to lead and inspire teams. Possesses deep knowledge of customer service principles and call center operations, coupled with proficiency in conflict resolution and team management. Dedicated to optimizing call center performance and enhancing customer satisfaction.
Overview
14
14
years of professional experience
Work History
Call Center Supervisor
RemX, McKesson Specialty
10.2024 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Sales Associate
AT&T Call Center
07.2022 - 10.2024
- Built relationships with customers to encourage repeat business.
- Exceeded sales targets through effective planning and goal setting.
- Cultivated deep understanding of product features to answer questions and overcome objections.
- Boosted team morale and productivity by leading weekly sales strategy meetings.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Workforce Manager
Cigna
01.2014 - 07.2022
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting a positive work environment.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
Call Center Representative
Cigna Healthcare
06.2011 - 01.2014
- Managed high call volumes of 80+ calls per day while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
Kankakee High School
Kankakee, IL05-2008
Skills
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Problem-solving skills
- Payment processing
- Positive attitude
- Sales orientation
- Sales closing
Timeline
Call Center Supervisor
RemX, McKesson Specialty
10.2024 - Current
Sales Associate
AT&T Call Center
07.2022 - 10.2024
Workforce Manager
Cigna
01.2014 - 07.2022
Call Center Representative
Cigna Healthcare
06.2011 - 01.2014
High School Diploma -
Kankakee High School
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