ANGELIA GREEN WOODALL

adhixs@r.postjobfree.com C: 931-***-****

EXECUTIVE SUMMARY

Dynamic and innovative senior level corporate executive equipped with a wealth of experience in achieving operational success. Possessing a progressive aptitude for business process mapping, organizational change management, strategic planning, compliance, as well as product and application development/implementation. Acting as a major contributor and driver of revenue within various organizations. Skilled in people development, conceptualizing strategic direction and developing tactical business plans to surpass corporate growth. Outfitted with a knack for introducing best practices, lean principles and providing change management methodologies to enhance efficiency and profitability. A pioneer of formulating teams which thrive at yielding performances to help develop business. Adept at reducing costs, improving retention, and providing exceptional customer support. A dedicated professional with a passion for achieving global customer success. AREAS OF EXPERTISE

Global Operations, Budget, P&L, Cost Control, Account Management, CRM, Client Acquisition, Lead Generation, Work Optimization, B2C & B2B Continuous Improvement, Content Creation, Audit/Compliance, Business Continuity, ERP, SOPs Organizational Development, Business Strategy, Operational Processes, Multi-Site Operations Management, Pipeline Development, Prospecting, Business Development, Driving Revenue, Engagement, Loyalty, Vendor Management/Negotiation, Relationship Management, Revenue Generation, Strategy, Consulting, Brand Management, Marketing, Performance Management, Retention, Human Resources, Team Building, Strategic Sourcing, Disaster Recovery, Product Development, Supply Chain and Project Management PROFESSIONAL EXPERIENCE

Asurion

Nashville, TN

Client Performance/Client Audit &

Compliance

2016 - Current

Championed the leadership, oversight, and development of performance standards for multiple clients within various departments and programs.

Expertly deployed skills as a liaison to produce, cultivate, and enhance client relationships through developing of account plans, creating strategies to increase revenue/efficiencies, delivering proposals while ensuring client satisfaction.

Instituted the strategy which served to ensure the organization remained operationally astute and contractually compliant to attract new clients/business growth.

Supported the Client Services/Legal function by participating in contract creation, addendum reviews and defining of internal/external exceptions.

Trailblazed continuous improvement efforts by leveraging an extensive knowledge of products/services, applications, infrastructure, processes, policies, and contractual commitments (internal/external).

Streamlined the contractual controls and testing methodologies to evaluate the accuracy of controls.

Orchestrated the planning of internal/external audits to identify business and contractual risk.

Asurion

Nashville, TN

Project Manager/Sr. Analyst

2013 - 2016

Overseer of various technical, product, and client-based projects and deployments within several departments.

Adeptly led all interactions with major clients while heightening the organizations understanding of contractual obligations.

Actively ensured that the organization remain in compliance to the outlined obligations, including additional requests to satisfy the Client. Verizon Wireless

Murfreesboro, TN

Interim Associate Director of

Customer Service Ops

Project Manager

Go2Market/Tech

Operations/Customer Service

Projects

2006 – 2013

Apex Digital

Sturgis, KY

Interim VP of Operations/Logistics

Senior Operations Director

1997 - 2003

Steered internal and external projects surrounding MW Area Tech Operations in regard to all work groups including Customer Service, GTM, EPP, Network, BSC, AOC, IT, HQ, Vendor and Retail from an Area and National perspective, while ensuring customer/client satisfaction.

Drove the coordination of project management with Technical Leadership to determine workflow and offline project work for direct reports (tech analyst queue).

Pinpointed technical support routing/priorities for specialty/emerging queues within the area and enterprise.

Evaluated, delivered, and drove KPI metrics (AHT, SL, NPS) and customer experience at an Area/National Level.

Established project plans and risk assessments surrounding new device launches, new products, processes, procedures, and system enhancements within the Tech department and cross functional groups such as Customer Service; thus, resulting in overall success of the project/launch/implementation.

Studied and resolved for process, system, and people efficiencies to establish future goals for the department, both long and short term to ensure maximum gains in reduction of touches per request, call volume, workload reduction, etc.

Collaborated with external groups including Vendors to ensure adoption of best practices, cross pollination of knowledge and established goals for an optimal experience which is seamless to the customer.

Performed deep dives and analysis surrounding call volume, workload reduction and continuous improvement from Center and Area perspective to develop, implement and enhance existing processes and procedures.

Evaluated and established project plans surrounding new launches, new products, processes, procedures, head count to ensure success within the various departments resulting in creation of goals for Leadership, solid foundation, and overall success of the Enterprise.

Performed startup of 26 offices within all regions of Apex Digital in approximately 12 states

Established 4 call centers within the southern region to handle customer service, dispatch, and technical inquiries to ensure streamline efficiencies of Operations for maximum customer satisfaction, productivity, and revenue.

Attained the highest performance (98% of metric report card) within Apex for 13 consecutive months, which resulted in bonus achievements and recognition.

Developed, trained, staffed and supported 4 different types of call centers within the Telecommunications industry by establishing a solid foundation through extensive knowledge and experience to ensure the centers success.

EDUCATION & CERTIFICATIONS

PMP Certification TCI Train the Trainer Certification Six Sigma Green Belt Certification Microsoft Certification

Women Leaders in Telecom Mentor Certification A+

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