Customer Service Quality Assurance

Angela Meihsner

N**W***** Tartan Circle

Menomonee Falls, WI 53051

262-***-****

********@*****.***

Experience

*/****-******* **** *********** Germantown, WI

Customer Service Manager

· Respond and resolve customer inquiries by phone call, email and chat.

· Identify trends to drive results and coached to areas of opportunities bi-weekly.

· Assist to identify and drive new operational efficiencies.

· Partner cross functionally to ensure timely results.

· Implemented a new CRM system.

· Analyze data analytics to identify sale opportunities.

2/2022-5/2023 Lamplight Farms Meno. Falls, WI

Customer Engagement Marketer

· Respond and resolve customer inquiries.

· Identify trends to drive results and coached to areas of opportunities.

· Assist to identify and drive new operational efficiencies.

· Partner cross functionally to ensure timely results.

7/2021-2/2023 Brady Corporation Milwaukee, WI

PWID Custom Quoting/Order Management Supervisor

· Manage, coach, and develop team of up to 15 Associates.

· Monitor quality assurance to drive consistent results.

· Identify trends to drive results and coached to areas of opportunities.

· Assist to identify and drive new initiatives to drive departmental operational efficiencies.

· Partner cross functionally to ensure timely results.

· Consistently exceed expectations by maintaining an overall team scorecard average of 95%.

· Assist in building data base for department.

· Built a culture of process improvement to drive an innovative culture.

11/2020-7/2021 Ellsworth Adhesives Germantown, WI

Inside Sales Customer Service Representative

· Process high volume of web orders.

· Enter Purchase Orders, Process Quotes.

· Respond and resolve customer Inquiries.

· Partner cross departmental to ensure timely results for customers.

7/2002-9/2020 Kohl’s Corporation Menomonee Falls, WI

Team Leader, AskHR SSC

· Managed, coached, and developed team of up to 9 Associates.

· Monitored quality assurance to drive consistent results.

· Identified trends to drive results and coached to areas of opportunities.

· Assisted in driving new initiatives to drive departmental operational efficiencies.

· Partnered cross functionally to ensure timely results.

Coordinator, Risk Management Operations

· Managed teams Outbound (10/13-2/15), Inbound (6/15-4/16), START (2/15-4/16), Fraud (4/16-6/17).

· Responsible for hiring and training team of 15 Associates.

· Led department recognition hub to drive Associate recognition and engagement.

· Partnered to drive associate engagement in Risk Management Operations as part of the Associate development and Trust Voice of the Associate Hubs.

· Consistently exceed expectations by maintaining an overall team scorecard average of 90%.

· Hired, coached, and developed teams of 10 plus Associates to deliver world class service.

Team Lead, Risk Management Operations

· Drove results by coaching team of 15 associates to excellence by modeling best practices.

· Lead team of Associates to resolve questions and handle escalated customer issues.

· Built great teams by effectively communicating Standard Operating Procedures.

· Developed training and On-boarding processes.

Team Lead, Work Force Management

· Set up system access for new Associates.

· Utilized Blue Pumpkin for scheduling shifts, training, breaks and PTO.

· Maintained established service level requirements.

· Managed queue profiles and queue overflow.

· Communicated updates to management regarding issues affecting department service levels.

Education

· Cardinal Stritch University- Glendale, WI (8/00-5/01)

Bachelor of Science in Management classes taken

Milwaukee Area Technical College- Mequon, WI

· Associate’s degree in liberal arts (8/95-5/97)

Contact this candidate