ANGELA THRASH

Atlanta, GA

ad1drg@r.postjobfree.com

770-***-****

SUMMARY

Dynamic, servant-leader Customer Service Leadership professional. Extensive experience building customer service teams and implementing strategies to positively influence customer experience and increase business profitability. Proven success establishing effective and lasting collaborative business relationships, identifying potential key clients, and driving results. Creative and resourceful with keen ability adapting to changing priorities. Proactive collaborative leader, teambuilder, and advocate of accountability and empowerment, leading teams to exceed goals with a commitment to quality and excellence.

●Succession Planning

●Mentoring

●Budgeting

●Hiring

●Organizational Development

●Consulting

●Customer Relationship Management

●Employee Engagement

●Leadership

●Project Management

●Conflict Resolution

●Coaching

●Time Management

●Training and Development

●MS Office, Google Drive

●SaaS

●Sales

●Performance Management

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS Alpharetta, GA September 1998 - April 2022

Senior Analyst 2021 - 2022

Led projects and managed team priorities from multiple manager teams. Successful prioritization completion of individual contributor tasks while contributing to cross-program initiatives and leadership roles.

• Established relationships by scheduling meetings, observing coaching delivery, calibrations and facilitated reinforcement training.

• Created the budget for employee recognition for the organization. Manage budget projects to monitor leadership issuance of team recognition budget allocation. Prepared packages for contest, anniversary recognition, and other recognition requests. Issued reward to be paid out to employees and leaders.

• Gathered focus group input to understand challenges and collaborate on recommended actions.

• Identified concerns with processes, methods or data and developed and collaborated on the development of solutions through implementation with =gmanagement support.

• Led testing efforts for organization for system and technology updates, ensured that issues were identified, tracked, reported, and resolved promptly prior to deployment.

• Leveraged business resources to identify correlations between performance, business, and people impactors on KPIs.

• Reviewed organization’s performance, presented recommendations, created action plans, and facilitated training to improve performance. Identified Lean Six Sigma projects.

• Partner with vendors to promote product awareness, education, and increase sales throughout the organization.

• Collaborated with peers on other teams within Operations to create, develop, and implement new and on-going initiatives.

Customer Service Quality Supervisor

2015 - 2021

Managed projects, process, and organization implementation of daily performance deliverables to achieve customer satisfaction, and KPIs and non-KPI metrics. Led team of Senior Analyst partnering with leaderships and representatives with the achievement of Home-Based Agents leading in Customer Satisfaction and Overall Representative results.

• Facilitated on-going development in the areas of problem-solving, listening, asking questions, deductive reasoning, and tool utilization. Analyze reporting to identify key KPI impactors.

• Created a program to recognize leadership demonstrating behaviors that consistently improve team and individual performance, impact the culture, and drive development.

• Planned, managed, and coordinated field implementation of company coaching strategy and coaching model. Partnered with leadership to reinforce coaching models and strategic planning focused on behavioral actions to manage performance within their teams. Performed and assigned end-users to complete software testing to support coaching strategy.

• Developed standard procedures and policies for improving the sales and service provided to internal and external customers. Collaborated with leaders to help create personalized coaching plans and delivery preparation for direct reports’ performance needs and development plans.

• Managed team assignments and projects via SharePoint, MS Office, Google, Drive, Workforce Management etc.

Customer Service Operations Consultant 2014 - 2015

Led multiple internal projects focused on customer satisfaction, revenue growth, productivity, and first call resolution. Managed cross-functional teams. Utilized MS Project to develop project schedules, track deliverables, and report status.

• Review the organization performance to identify call drivers, performance impactors, coaching and development needs for employees and leaders to drive revenue growth and optimize customer service.

• Provided feedback and recommendations for building actionable and measurable plans to guide employee improved performance.

• Prepared and documented team processes and procedures for audit and partnership meetings to drive consistent support to each center.

• Partnered with centers across South Field to deliver the quality program to the leadership team.

• Trained coaching and development processes. Facilitated calibrations with leaders and frontline staff to ensure proper delivery and execution of the quality program.

Customer Service Supervisor 2001 - 2014

Analyzed data from multiple resources (Metrix, WebEx, IEX, Cognos, etc.) to evaluate team’s overall performance, create action plan, prepare for coaching and development meetings, and facilitate training to improve performance.

• Improved service delivery, customer outcomes, and cross-organization business performance by identifying root problem causes, long-term fixes and initiating improvement.

• Monitored customer-employee interactions to maintain excellent communication, problem-solving skills,, upselling and solution-based results provided by Customer Service Representatives.

• Inspected employees' execution, celebrated success, reinforced and re-evaluated performance improvement plans, created team and individual growth & development plans.

• Organized and documented employee coaching needs, actions, and achievements to continually develop each employee.

• Presented team results - successes, highlights, strategy, improvement and development needs and plans to direct leader and senior leadership.

• Mentored and coached new hires.

EDUCATION

Bachelor of Science, Business Administration

Strayer University, currently enrolled AGD - December 2023

Villanova University

Certificate of Achievement in Essentials of Software Testing

Certificate of Achievement in Six Sigma Green Belt

Certificate of Achievement in Lean Six Sigma

Contact this candidate