Angela Fraley

**** ****** ***, ******** *****, VA 23454

Email: ad2blw@r.postjobfree.com

Tel: 757-***-****

Motivated Results

Oriented professional with extensive professionalism in Customer Service, Leadership and Project Management. Demonstratesstrongleadershipthroughablendofcommunicationandanaturalabilitytoinspire otherstodeliverdesiredresults.Adedicatedworkerwhoestablisheshighperformancestandardsholding herselfandothersaccountable.Exhibitstheabilitytothriveinafast-paced,dynamicworkenvironment. Majorskillsinclude:

oTeam Development

o20yrs CRM Experience

oWritten/Verbal Communication

oCollaboration

oLeadership

oProblem Solving

oRelationship Building

Work Experience

Project Coordinator

(February 2020-Current)

TEKSystems (WAH) Virginia Beach, VA

Provide a layer of increased support for the Project Manager as they complete project responsibilities

Assist with onboarding and offboarding projects

Acting Project Manager on 5 out of 9 current projects

Responsible for verifying time and approving payroll/tracking time in PeopleSoft, Time & Expense and Fieldglass systems

Validating, tracking and approving expenses

Update project and resource changes in DNOW, maintain multiple financial reports

Project Coordinator II- High End Supervisor- NY ERAP Project GuideHouse (30 agents)

(February 2019-February 2020)

TEKSystems (WAH) Virginia Beach, VA

Run morning “run down” meetings daily to get Specialists up to speed with focus projects for the day

Keep track of Attendance for all Specialists and Supervisors

Run reports daily to refresh project data spreadsheets and metrics for performance

Assign applications to Specialists as needed throughout the day as needed

Edit and refresh job aids as changes occur

Conduct daily Leadership meetings and discuss anything that is new or priority, along with sharing ideas and areas of concern

Answer all questions throughout the day from Specialists in group chat that are not able to answered by Supervisors

Team Supervisor- NY ERAP Project GuideHouse (5-10 agents)

(May 2018-February 2019)

TEKSystems (WAH) Virginia Beach, VA

Monitor agents rental assistance applications submissions for the state of New York using Docuphase and CSR platforms

Conduct daily one-on-one meetings using Microsoft Teams to address questions and ensure documents are correct and ready for submission

Coach agents on time management and process efficiency

Track daily attendence within Microsoft Excel

Lead Workforce Management Analyst-VCIC Project (3 Analysts and 300 agents)

(March 2017-May 2018)

TEKSystems (WAH) Virginia Beach, VA

Add/remove agents from IEX (ex. Resignations, terminations, lay offs)

Change agent schedules as requested, enter time off from agents in Salesforce

Reset Webstation passwords for agents when tech requests them

Closely monitor work adherence at all times for all agents (ex. Inactive time, on call time, waiting) in IEX

Provide adherence reports to management and client using Microsoft Excel and Outlook

Team Supervisor- VCIC Project (15-20 agents)

(January 2017-March 2017)

TEKSystems (WAH) Virginia Beach, VA

Monitor Dashboards for schedule and AUX usage at all times in client Salesforce

Assist agents with calls regarding Covid vaccine questions and scheduling appointments

Provide weekly performance reports for management and the client using Microsoft Excel and Outlook

Coach agents on performance, utilizing positive feedback to keep them driven

Communicate important news/changes through team meetings in Microsoft Teams

Team Lead/Fraud Support CSR (15-25 agents)

(July 2016-January 2017)

Amazon, (WAH) Virginia Beach, VA

Monitor Dashboards for schedule and AUX usage while agents are handling calls about returns, product information and cancelling orders

Run weekly performance reports for managers in Microsoft Excel and RDW

Conduct weekly one-on-one meetings with agents to discuss policy and performance, and to deliver positive feedback

Communicate important news/changes through team meetings in Microsoft Teams

Team Lead Sales/Customer Service (15-20 agents)

(July 2015-July 2016)

Concentrix, (WAH) Virginia Beach, VA

Monitor Dashboards for schedule and AUX usage

Run weekly performance reports for Directors and client (Apple)

Hold weekly one-on-one meetings with agents to discuss policy and performance, and to ensure they are up-to-date on product knowledge

Review processes regularly to ensure customer needs are met

Merchandiser SmartHome & Audio (October 2009- July 2015)

NEXCOM, (Beverly Bldg.) Virginia Beach, VA

Handle extensive tracking on NIS (not in stock) and advertised products

Analyze and resolve the out-of-stock reports on a weekly basis to uphold inventory levels

Create purchase orders

Key weekly cost changes

Maintain relationship with stores, buyers, and vendors via phone, email and face-to-face meetings

Handle chargebacks, billbacks, and invoicing

Communicate with vendors daily to resolve issues such as price negotiation and product selection

Education

Education Major (August 1997- Present)

3.677 GPA

42 credits acquired

Tidewater Community College, Virginia Beach, VA

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