ANGELA GULLEY

DRIVING BUSINESS & REVENUE GROWTH; DELIVERING CUSTOMER SERVICE EXCELLENCE

PROFILE

Visionary, results-oriented with a 20-year track record in Customer Care including large scale multi-site operations. Possesses proven strengths in controlling budgets up to $40 million and directing organizations up to 1,500 employees to attain record-setting sales, service, and operations results. Leverages comprehensive knowledge of project management and continuous improvement practices to streamline operations and reduce operating expenses. Applies outstanding leadership skills and continuous improvement methodologies in guiding diverse, cross-functional team efforts to achieve performance excellence. Adept in cultivating strategic partnerships as well as orchestrating the success of complex acquisition, consolidation, and technology integration efforts. Additional areas of expertise include:

KEY CONTRIBUTIONS:

• Expanded the cultures of customer service organizations within automotive, financial services, and telecommunications businesses, from solely service to also include sales. Surpassed aggressive goals and attributing to 80% of marketable revenue.

• Implemented new continuous improvement initiatives, quality monitoring programs for customer service associates, internet technical support, and repair troubleshooting teams.

• Developed automated post-call surveys with NPS scoring that proactively gets offered to every call to give callers a voice and return data on 360-degree customer experience sampling.

• Spearheaded a companywide project to resolve all customer complaints via root cause analyses to prevent future occurrences. These efforts, in conjunction with the consolidation of offline support, standardization of processes, and implementation of a salary administration program featuring pay for performance and knowledge, reduced customer complaints 65% in four years.

• Conceptualized, designed, & launched the 1st ever Social Media Customer Service program for automotive manufacturer, producing 100,000 Twitter followers within 1st year. Melbourne, FL 321-***-**** adybnq@r.postjobfree.com

DIRECTOR OF OPERATIONS

Leadership I Strategic Planning I Customer Service LEADERSHIP I STRATEGIC PLANNING I P&L I OPERATIONS MANAGEMENT I CUSTOMER SERVICE BUSINESS STRATEGY I BUDGET DEVELOPMENT & ADMINISTRATION I PROJECT MANAGEMENT I RELATIONSHIP BUILDING I RECRUITMENT I TRAINING I PERFORMANCE MANAGEMENT I TEAM BUILDING STANDARD OPERATING PROCEDURES (SOPS) I PROCESS IMPROVEMENT I REGULATORY COMPLIANCE I SALES MANAGEMENT I FINANCIAL MANAGEMENT I CUSTOMER SATISFACTION & RETENTION I CONSENSUS BUILDING I MONITORING & COACHING I QUALITY CONTROL SYSTEM CONVERSIONS I FACILITY BUILD-OUT I TECHNOLOGY EVALUATION I NEW PRODUCT ROLLOUT AND INTEGRATION I VENDOR RELATIONS/CHANGE MANAGEMENT I BUSINESS PROCESS REDESIGN & STANDARDIZATION I OUTSOURCING I DISPUTE RESOLUTION I CONSUMER AFFAIRS I LEMON LAW

“Angie is an experienced leader with proven skills casting vision and driving results. She consistently exceeded all expectations, proving that she can be counted on to provide added value to the work she

supports. Without hesitation I recommend her

because of the foresight, experience, and

dedication she consistently brings to her work.”

Phyllis Adamski – SVP JPMorgan Chase

• Conceptualized, designed, & led project team to launch and integrate the 1st ever automated IVR system for healthcare organization customers and their supporting medical providers to self-serve, offloading 45% of phone volume overnight, freeing up 80 FTE to be reassigned to other work at no incremental headcount expense while supporting the release of 20 expensive temporary agency staff.

• Established the first formal standardization training programs for customer care representatives in a multi-site environment, with raises granted only after knowledge testing and performance attainment, which drove continuous improvement and focus on product knowledge, directional selling, soft skills, and customer retention, and contributed to the reduction in customer complaints noted in the previous bullet.

• Headed the customer service activities of multiple projects resulting in the acquisition of 400,000 telecommunication customers, which entailed coordinating two major facilities build-outs, implementing additional technology, and staffing and training over 140 new employees.

• Conducted analysis of multiple onshore and offshore outsourcing opportunities for financial services to reduce departmental costs. Outsourced 45% of internal support calls, which enabled the growth of the marketing program with no incremental headcount expense.

CAREER TRACK:

Christian Care Ministry

December 2016 – Present I 6 yrs. 4 mos.

Director / Senior Manager of Business Integrations, MediShare, MediShare Value, SA65+ Tapped to fill new strategic position to drive key initiatives focused on boosting revenues and reducing costs while preserving customer relationships. Gathered customer insights and fueled change organization wide, across operational, departmental, and functional boundaries, utilizing lean six sigma principles to improve efficiencies while growing and protecting the customer base. Reduced churn by 18% in two years. Adecco Staffing, USA

May 2016 - Oct 2016 I 0 yrs. 6 mos.

Director / Strategic Accounts – EBay Enterprises / Radial Short term high travel assignment to mend broken relationship between staffing firm and client for peak hiring season. Put culture shifting SoP’s in place that would guarantee longevity and transitioned back to SVP of Strategic Accounts.

Percepta

Jun 2010 - Jul 2016 I 6 yrs. 1 mos.

Director / Business Operations Manager of Universal Marketing – Ford Motor Company Led group consisting of Social Media (Multilingual Support), Marketing Program Headquarters, Click to Chat Marketing and Support, Employee Programs (HR), Technical Support, Dispute Resolution, Consumer Affairs, and Lemon Law Support, and BackOffice Support providing leadership to 400 employees controlling a total operating budget of $20 million.

• Conceptualized, designed, & launched the 1st ever click to chat program to support and cross market to Ford customers furthering reach to more customers earlier in the life cycle improving leads to dealerships by 17% year one.

• Structured six separately functioning departments with six separate cultures into a standardized easily replicated system of customer support with improved training and continuous improvement methodologies, driving process excellence all while meeting or exceeding call center targets year over year.

• Guided operations through two major system acquisitions, which expanded the employee knowledge by 14% and improved efficiency by 31%.

• Guided operations through major program acquisition increasing revenue by 9% system wide.

• Boosted quality monitoring scores from 75% to 90% in the first year of implementation monitoring program, using COPC methodology.

PCCW, Influent, Inc.

2007 – 2009 I 2 yrs.

Major Account Executive – GE Money

Major Account Executive - AON

• Grew fledgling client on the brink of severing ties with the company by 60% market share within my 1st year with the company

• Oversaw customer service and call center operations for 16 different programs, staffing four customer service call centers and serving a base of over 400,000 members.

• Supervised customer service, training, and quality assurance staff, including 4 managers and 250 employees. Resolved complex and/or critical customer service issues and ensured the overall quality of customer service provided to credit card customers. Managed a budget of $12 million.

• Implemented a pay for performance and knowledge salary administration program that improved customer satisfaction and reduced complaints despite a 30% increase in the customer base brought on by growth and acquisitions over a two- year period.

• Standardized processes for four contact centers into a single format to improve efficiencies and reduce customer errors.

• Implemented a quality monitoring and coaching program for call center associates that provided weekly feedback to employees, which improved performance ratings from 60% to over 90% in six months. Older Career Track:

Bank of America, Card Services

2006 – 2007 I 2 yrs.

AVP - Card Marketing Product Consultant

TPG Tele-Management

2003 – 2006 I 3 yrs.

Senior Account Director - Bank of America

Vendor Manager – JP Morgan Chase

NCO Group, RMH Teleservices

1998 - 2003 I 5 yrs.

Senior Account Manager – JP Morgan Chase

US Airways

1997 - 1998 I 1 yrs.

Reissue Agent

TRG Customer Solutions, Reesebrother, Inc.

1994 - 1997 I 3 yrs.

Call Center Director

ProMark One Marketing Services

1992 – 1994 I 3 yrs.

Supervisor

Marroni, Inc.

1982 - 1992 I 10 yrs.

General Manager, Marroni's Lounge, The Patch Clothes Store, Marroni Construction, The Locker Room SUPPORTING EDUCATION:

PROFESSIONAL ASSOCIATIONS:

VOLUNTEER ACTIVITIES:

Global Leadership Summit Completed 2022, 2021, 2020 John Maxwell Laws of Leadership Series Completed 2019 Lean Six Sigma Green Belt Certification I Mountain Home Completed 2018 Bachelor Business Management I Kaplan College, Davenport, Iowa 1997 - 1998 Real Estate Appraisal Certification I Penn State University, Monaca, PA Completed 1992 Real Estate Sales and Certification I Penn State University, Monaca, PA Completed 1990 AAS Nuclear QA Technology I Community College of Beaver County, Monaca, PA 1985 - 1986 Woman of Influence 2020

President I Windsor Park Townhomes Homeowners Association 2019-2021 Angela Gulley

321-***-****

adybnq@r.postjobfree.com

Contact this candidate