Angela Smith
Surprise
Summary
Dedicated and empathetic customer service professional with 23 years of experience delivering exceptional support in fast-paced environments. Skilled in resolving issues efficiently, building strong client relationships, and maintaining high satisfaction scores. Proven ability to handle challenging situations with professionalism and a positive attitude. Adept at using CRM software, managing multiple communication channels, and contributing to team success. Committed to providing top-tier service and enhancing the overall customer experience.
Overview
18
18
years of professional experience
Work History
Delivery Driver Independent Contractor
01.2021 - Current
USAA
01.2007 - 01.2021
- Company Overview: (800-210-8722)
- (800-210-8722)
- Resigned due to schedule
Education
Discover Financial Services -
Rio Salado
01.2006
Advanced Education Diploma -
HARRISONBURG HIGH SCHOOL
Harrisonburg, Virginia01.2004
Bachelor's of Science - Psychology
University of Phoenix Online
Skills
- Customer Service
- Typing
- Spelling
- Complaint resolution
- Information retrieval
- Patience
- Adaptability
- Stress management
- Independence
- Communication (verbal and written)
- Active listening
- Empathy and emotional intelligence
- Conflict resolution
- Problem-solving
- Attention to detail
- CRM software (eg, Salesforce, Zendesk, Freshdesk)
- POS systems and payment processing
- Microsoft Office or Google Workspace
- Live chat systems
- Ticketing systems
- Time management
- Prioritization
- Multitasking in high-pressure environments
- Record-keeping and documentation
- Positive attitude
- Adaptability and flexibility
- Teamwork and collaboration
- Cultural sensitivity
- Reliability and punctuality
- Customer retention
- Upselling and cross-selling
- Handling high call volumes or inquiries
Supervision - Description
- Worked promptly in other departments when needed.
- Use Telephones and Computers extensively in work: frequently entering data into the computer, while on the phone with customer, pulling up account information.
- Consult with a supervisor to determine the best course of action within the company in handling a complaint I am unaware of.
- Constant use of calculators, computer system, phone system
References
- Jon George, Mgr Member Solutions USAA, 800-531-8722
- Christopher Duran, Manager USAA, 800-531-8722
- More references if needed, with contact information upon request.
Relevant Skills Experience
Customer Service & Banking/Account Manager/Licensed Insurance Property & Casualty Agent in All states (personal lines), Developed a reputation for excellent Communication skills by acknowledging the customers' wants/needs in a friendly and professional manner., Strong verbal communication, listening and problem-solving skills., Good typing, spelling, and written communication., Providing information in response to inquiries about products or services., Knowing how to handle and resolve complaints., Communicating with customers through a variety of means--either in person; by telephone, e-mail or regular mail correspondence, or fax., Familiar with routine questions and requests., Obtaining answers by simply looking up information on computer., Attempting to resolve customer complaints according to guidelines established by the company. (Helpline, Fellow Colleagues, KD), Dealing patiently with problems and complaints and remain courteous when faced with difficult or angry people., Asking questions to determine the validity of a customer's concern to see how I can further help the situation., Well concentrated in a busy atmosphere: maintaining a great attitude under repetitious and stressful work, with little time in between calls., Adjusting well to long periods spent sitting, typing, or looking at a computer screen., Adapting to eye and muscle strain, backaches, headaches, and repetitive motion., Independently oriented in specified timely constraints.
Summary Of Qualifications
- 4 years in Policy Service. (Issuing/Servicing Insurance policies for Auto, Home, Renters, Valuable Property Policies, Checking, Savings, Credit card and Auto Loans for tenured members who were corporately active.)
- 10 years In NMS (Issuing Insurance policies for Auto, Home, Renters, Rental Properties, Valuable Property Policies, Umbrella, Checking, Savings and Credit card for New Members.)
- - Excellent reputation with customers as a competent, knowledgeable and helpful professional...easily builds rapport with all diverse personality types
- - Enjoy my work and consistently help customers and co-workers in any way I can…(team Engagement activities, send out best practices, Team Captain for morale builder Activities)
Timeline
Delivery Driver Independent Contractor
01.2021 - Current
USAA
01.2007 - 01.2021
Discover Financial Services -
Rio Salado
Advanced Education Diploma -
HARRISONBURG HIGH SCHOOL
Bachelor's of Science - Psychology
University of Phoenix Online