Angelina Howard
Meridian
Summary
Resourceful customer service representative with a proven track record of delivering high productivity and efficient task completion. Exceptional communication, problem-solving, and adaptability skills ensure client satisfaction and drive business objectives. Dedicated to using strengths to achieve successful outcomes in dynamic, fast-paced work settings.
Overview
16
16
years of professional experience
Work History
Contact Center Representative I
First Interstate Bank
11.2024 - Current
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Maintained up-to-date knowledge of product and service changes.
Executive Account Manager
Paylocity
07.2018 - 09.2024
- Acted as SME delivering technical support on call and email inquiries
- Served as single-point-of-contact for resolving phone and email inquiries while collaborating with colleagues and co-workers to deliver a world class customer experience.
- Applied critical thinking and problem-solving skills to research, troubleshoot, and walk clients through products to resolve the request.
- Conducted proactive meetings through conference calls and traveled to onsite meetings to identify business needs and maintain high satisfaction levels of clients within my book of business.
- Assisted during external audit processes
- Administering end-to-end employee lifecycle, including recruitment and W2 processing
- Monitored and facilitated the resolution of open help tickets.
- Recorded all customer interactions in the CRM system Salesforce with precision.
Customer Retention Specialist
DIRECTV
07.2013 - 07.2018
- Provided customer service support to retain customers and address any inquiries or complaints.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Verizon Wireless Representative
WDS Global
11.2009 - 03.2012
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Maintained records of customer interactions and transactions for future reference.
- Complied with quality assurance standards while handling customer inquiries.
Education
High School Diploma -
Mountain View High School
Meridian, ID05-2009
Skills
- HRIS management expertise
- Experienced with scheduling software for time and labor management
- Experienced with Microsoft Office tools
- Account management proficiency
- Effective multitasking
- Organizational efficiency
- Collaborative teamwork
- Effective problem-solving skills
- Record-keeping proficiency
- Effective scheduling skills
Timeline
Contact Center Representative I
First Interstate Bank
11.2024 - Current
Executive Account Manager
Paylocity
07.2018 - 09.2024
Customer Retention Specialist
DIRECTV
07.2013 - 07.2018
Verizon Wireless Representative
WDS Global
11.2009 - 03.2012
High School Diploma -
Mountain View High School
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