Customer Service Technical Support

Angela Mills Morris

Phone: 336-***-****

Email: *.*********@**********.***

LinkedIn: https://www.linkedin.com/in/angela-mills-morris-23b0b3a6/

PROFESSIONAL SUMMARY

Versatile client-experience specialist with 20+ years in customer service, account management, sales, and recently, digital-asset exchange operations.

Known for energizing teams, resolving issues diplomatically, and

consistently outperforming targets in fast-paced, high-volume environments. Adept at quickly mastering new software platforms, contributing to streamlined workflows and increased efficiency. Combines strong technical support skills (Google Workspace, Zendesk, Playvox, Slack) with a data-driven mindset to optimize processes, elevate customer satisfaction, and deliver measurable results.

PROFESSIONAL EXPERIENCE

Client Support Specialist II

Kraken Digital Asset Exchange (Payward Inc.) - Remote Apr 2022 - May 2025

237 Kearny St #102 San Francisco, CA 94108

- Delivered omni-channel support (chat, phone, email) for global cryptocurrency clients, resolving complex

account, funding, and trading issues while upholding strict KYC/AML standards.

- Collaborated with fraud, compliance, and product teams to detect and mitigate security threats, assisting

users in reporting scams and safeguarding assets.

- Tested new platform features and provided actionable feedback to developers, leading to workflow

improvements and reduced handling times.

- Authored internal knowledge-base articles and macros and training materials that streamlined responses

and shortened training time for new agents.

- Maintained high customer-satisfaction ratings and contributed to continuous process optimization across the

support organization.

- Efficiently handled and resolved support tickets across multiple channels while exceeding monthly solve

goals and maintaining high CSAT ratings.

- Took ownership of escalated support cases, collaborating cross-functionally to ensure resolution.

- Provided high-touch service to key enterprise accounts, ensuring stakeholder satisfaction.

- Managed and updated internal content and documentation in alignment with user needs.

- Excelled at conflict resolution and de-escalation using emotional intelligence and empathy.

- Identified trends and communicated customer experience insights for product/process improvement.

Parts Sales Manager

McMahon Truck Center - Candor, NC Oct 2017 - Apr 2022

207 Farmers Market Rd Candor NC 27229

- Directed all facets of the dealership's parts department, from purchasing and inventory control to merchandising and staff scheduling, consistently meeting sales and gross-profit objectives.

- Forecasted demand and optimized stock levels, minimizing obsolescence and ensuring rapid availability of critical components for the service shop and outside customers.

- Partnered with the Service Manager to expedite parts sourcing, reducing vehicle downtime and enhancing customer satisfaction.

- Trained, and coached a multi-functional team of parts professionals, promoting a culture of customer-first

service and cross-departmental collaboration.

- Developed pricing, advertising, and promotional strategies that balanced market competitiveness with

profitability, driving repeat business.

- Ensured full compliance with federal, state, and local regulations and led accurate annual physical

Inventories.

Parts Sales Manager

O'Reilly Auto Parts - Biscoe, NC 2015 - 2019

- Directed team operations to maximize sales through proactive customer service and strategic product

promotion.

- Maintained and expanded a strong customer base by understanding needs, tailoring solutions, and

increasing account volume.

- Supervised and trained staff to ensure high product knowledge and adherence to customer service

standards.

- Collaborated with service teams to ensure timely availability and delivery of parts for repair jobs.

- Consistently met and exceeded sales targets, contributing to overall store profitability.

Commercial Parts Sales Manager

AutoZone - Asheboro, NC 2009 - 2014

- Managed commercial sales operations, surpassing revenue targets by cultivating new business and

expanding relationships with existing accounts.

- Served as primary account manager for payments, warranty tracking, and purchase-history reconciliation,

ensuring accuracy and prompt issue resolution.

- Provided consultative expertise on automotive parts and industry trends, delivering WOW-level service that

boosted customer retention and referrals.

- Directed delivery logistics-route planning, driver coordination, and vehicle maintenance-to guarantee

on-time parts delivery and exceptional customer satisfaction.

- Maintained accurate inventory records and partnered with store leadership to optimize stock levels and

merchandising strategies.

- Championed safety and compliance initiatives, fostering a secure and efficient work environment.

EDUCATION

Associate's in Human Services - Montgomery Community College, Troy, NC

TECHNICAL SKILLS

Google Workspace - Zendesk (3 yrs) - Playvox (3 yrs) - Slack (3 yrs) - Microsoft Office Suite (Excel, Word,

Outlook, PowerPoint) - Salesforce - CDK Software (3 yrs) - Assist Software (3 yrs) -

CRM Systems - Jira

CORE SKILLS

Customer Success - Account Management - Sales Strategy - Inventory Management - Team Leadership - Account Security

Process Improvement - Conflict Management - Technical Support - Cybersecurity (3 yrs) - Customer Retention - Relationship Management - Cold Calling - B2B Sales - Inside & Outside Sales - Merchandising - Pricing Strategy - Clerical & Office Administration (10+ yrs) - Operations & Store Management - Phone

Etiquette - Time Management - Organizational Skills - Vehicle & Maintenance Management - Project Management - Training & Development - Marketing & Digital Marketing - Communication & Negotiation -Mechanical Knowledge - Banking & Financial Services - Manufacturing - Restaurant Experience -Supervisory Experience - Typing - Windows

CERTIFICATIONS and further work history

Available upon request.

Contact this candidate