Customer Service Technical Support

Angela Parker

Marion, NC • 704-***-**** • *************@******.***

Expert manager with extensive experience in support operations and supervising large teams in high-volume environments. Proven results in exceeding Key Performance Indicator expectations, driving improvement initiatives to cultivate high performing teams, and delivering excellence in customer service. Coaches, mentors, and develops support technicians and leaders to increase customer engagement experiences and satisfaction rates. Motivates improved performance by instituting and directing training principles that elevate technical expertise and support capabilities. Personally, provides excellent service to both internal and external customers and completes duties as assigned, always striving to exceed expectations.

Professional Highlights

Oversaw 900 employees in high-volume operations providing expert technical support for nation’s #1 outsourced vendor.

Served as Team Leader, Training Manager, Trainer, Nesting Manager, Tech Support Ops Manager for high performing teams.

As an individual contributor, while working to complete my degree, always exceeded performance goals and worked as a mentor and peer trainer.

Professional Competencies

Cross-Functional Collaboration • Leadership Development • KPI Development & Tracking •

Team Leadership • Coaching • Technical Support & Troubleshooting • SalesForce • CRM • Customer Satisfaction

Professional Experience

Camping World – Marion, NC 2023 - Present

Collision Advisor

Provided customer service, inspected vehicles for damage, provided RV collision estimates and worked as liaison between insurance company, customer and body shop to complete repair job. Handled A/R for service jobs and insurance claims as well.

CarMax – Phoenix, AZ 2021 - 2023

Transaction Support Specialist

Provided direction to consumers purchasing a vehicle, including credit analysis and approval, document collection and verification, as well as offering customer and dealer support. Served as a mentor and assisted with training new agents in a training environment and on the job. As an advisor, ranked number one individually, for customer satisfaction, for a consecutive 5-month period.

Logisticare – Phoenix, AZ 2019-2021

Manager, Digital Deployment

Managed a technical support team supporting vendors adopting the use of a new operating platform, while driving excellence and process improvement.

SPH Analytics – Duluth, Georgia 2019-2021

Call Center Supervisor

Managed a Customer Service team of up to 30 agents, mentoring, coaching, developing and driving excellent performance.

KellyOCG – Atlanta, Georgia 2009-2019

Technical Support Operations Manager

Managed 450-person technical support operations for Apple in their Asia Pacific arena. Provided organizational oversight to drive performance to exceed expectations and instill thriving work environment. Promoted team excellence through training development and performance incentives programs.

Education

Bachelor of Science in English/Communications (Fall 2024)

Arizona State University

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