Customer Service Support

Results-driven remote customer service professional with 5+ years of experience delivering

exceptional support across digital platforms. Skilled in conflict resolution and leveraging CRM software (e.g., Zendesk, Salesforce) to manage high-volume customer inquiries while consistently maintaining a 98% customer satisfaction rating. Proven ability to reduce response times by 60% through proactive problem-solving.

CUSTOMER SUPPORT

Dornbracht Americas Inc., Duluth, GA March 2024 - Present

• My role involves providing customer service through both remote channels, and direct, in- office interactions.

• Work as part of a dynamic 6 North American Market customer support team to maintain high service standards, fostering loyalty and repeat business.

• Manage and resolve an average of 75 customer inquiries daily, providing accurate information on pricing, availability, and lead times for specialized fixture finishes.

• Seamlessly coordinate shipment tracking by obtaining and reviewing tracking IDs from FedEx and UPS, ensuring timely and precise delivery updates for customers.

• Deliver exceptional customer support, utilizing a suite of tools, including Slack, Intercom, Zendesk, Salesforce (MyXRm), IPI, A/X-Plato, Citrix Workspace, Microsoft Outlook, and Microsoft Teams, to enhance customer satisfaction and streamline operations.

• Assist in generating comprehensive quotes, contributing to the sales process by providing detailed and accurate pricing information and lead time estimates for custom orders. SUMMARY

HIGHLIGHTS

EDUCATION

• BACHELOR OF SCIENCE

Business Management &

Administration

Major: Business

Administration, Management,

Project Management, Human

Resources

DeVry University Atlanta,

Atlanta, GA

2025

• ASSOCIATE OF BUSINESS

ADMINISTRATION

DeVry University Atlanta,

Atlanta, GA

2023

• HIGH SCHOOL DIPLOMA

Cross Keys High School

Atlanta, GA

1995

WORK EXPERIENCE

• Leveraged 24 years of customer service expertise to cultivate and sustain robust client relationships, ensuring unparalleled satisfaction and loyalty.

• Demonstrated effective communication and active listening in facilitating effective conflict resolution and fostering positive relationships with both internal and external stakeholders.

• In-depth understanding of employment laws and regulations, ensuring organizational compliance and mitigating risks through the development and enforcement of HR policies and procedures.

• Skilled in designing and implementing recruitment, onboarding, and training programs that strategically align individual development goals with organizational objectives.

• Exceptional negotiation skills to secure key contracts and partnerships, consistently surpassing sales targets and expanding market share in competitive environments.

• Exhibited strong teamwork skills by collaborating with cross-functional teams to streamline processes, resolve client issues promptly, and ensure seamless delivery of products/services.

• Demonstrated proficiency in database management and administration support, with a proven ability to handle complex tasks efficiently and effectively, ensuring accurate documentation and compliance with company policies and procedures.

• Committed to professional development and learning, currently pursuing a Bachelor's degree in Business Management and Administration with a focus on human resources, to further enhance skills and knowledge relevant to account management and HR roles.

• Delta Mu Delta Business

Honor Society Member -

DeVry University

• NSLS Honor Society Member

DeVry University

• Dean's List - DeVry University

Fall thru Summer semesters

of 2020-2023

• Service Leadership Award

Recipient - June 2004, June

2005, June 2006

AWARDS

ANGELA M. THORNTON

Stone Mountain, GA 404-***-**** *******************@******.*** DATABASE SYSTEMS:

• SALESFORCE

• ZENDESK

• EXACT

• TIRKS

• TIRKS ACMS

• CABS

• SOTS

• SORD

• WFA

• MLDB

• OVALS

• CANOPI

NETWORK TECHNOLOGIES:

• Ethernet

• FTTB

SOFTWARE SYSTEMS:

• Microsoft Office Suite:

Teams, Word, Excel,

PowerPoint, Outlook

• ZOOM

• INTERCOM

• CRM

• IPI

• A/X-Plato

• Citrix Workspace

TECHNICAL SKILL

OFFICE ASSISTANT

AT&T, Atlanta GA June 2019 - September 2023

• Maintained a strong brand presence by offering consistent support both remotely and at my physical in-office location.

• Achieved an 80% retention rate for fiber over cable customers by proactively communicating with stakeholders via live chat, video conferencing (Zoom & Microsoft Teams), phone and email to address inquiries and gather feedback.

• Streamlined HR operations by generating biweekly timesheet reports to expedite payroll processing and resource allocation for a team of 50+ employees, spanning hybrid, remote, and onsite work modalities.

• Spearheaded invoicing procedures for fiber services across nine states within the southeast region, ensuring accuracy and timely delivery to foster strong client relationships.

• Harness a range of database systems including Zendesk, Salesforce, Intercom, E-LINK Time Verifier, JMS, BETS, and Microsoft Office Suite tools to streamline daily operational tasks and data management processes.

SERVICE REPRESENTATIVE

Network Customer Service Center, AT&T Atlanta GA December 2017 - June 2019

• Promoted operational efficiency and service productivity by employing effective communication and timely resolution of complex customer concerns on Telecommunication services, products, and billing.

• Implemented innovative strategies to enhance service order efficiency and metrics, consistently surpassing performance targets in eight out of 12 months in 2018.

• Fostered a collaborative work environment by facilitating communication and teamwork among cross-functional teams, leveraging mechanized database systems such as EXACT, TIRKS, TIRKS ACMS, CABS, SOTS, SORD, WFA, MLDB OVALS & CANOPI.

• Employed automated processes within database systems to accurately assess and allocate the required numeric value of circuits and wiring for over 300 customers.

• Leveraged expertise in ASE Ethernet, FTTB, and special access provisioning to contribute valuable insights and recommendations for business planning and decision-making. SERVICE REPRESENTATIVE

Technical Field Service Center, AT&T, Atlanta GA December 2007 - December 2017

• Achieved significant revenue growth while spearheading $100M/year contracts negotiations, serving as the primary liaison for key accounts including FedEx, Bank of America, and SEARS,

• Spearheaded transitions and resolution of financial quotes, service modifications, and issue resolutions for over 200 corporate clients at FedEx headquarters, ensuring unparalleled client satisfaction.

• Directed the management of AVPN/EVPN, Wi-Fi, and E911 accounts across a vast geographical area spanning nine or more states in the southeast region.

• Facilitated account retention strategies through the implementation of ten key projects while refining rate plans and enhancing communication protocols.

• Demonstrated unparalleled service excellence as the Lead Representative for the Cisco equipment drop-ship division, managing heavy equipment inventory across nine sites and streamlining processes for inbound items.

SERVICE REPRESENTATIVE

Key Group CSC Department, Bellsouth, Atlanta GA May 2000 - December 2007

• Led the coordination of high-volume inbound and outbound product inquiries, optimizing efficiency and customer satisfaction among both internal BellSouth Technicians and external NORSTAR/Nortel clients.

• Supervised a team of 25 voice and non-voice customer service representatives within a customer support center, contributing to quarterly sales exceeding $250,000 through effective team collaboration and leadership.

• Led the creation of comprehensive documentation for network equipment, ensuring seamless installation and troubleshooting processes for contractors.

• Collaborated cross-functionally with key departments including Relationship Managers to conduct customer calls while implementing CRM strategies across 10 customer regions,

• Customer Experience

Strategy

• Customer Relationship

Management (CRM)

• Account Management &

Expansion

• Deals Structuring & Closure

• Strategic Account Planning &

Implementation

• New Client Acquisition &

Retention

• Customer Needs Analysis

• Team Leadership

• Negotiation, Pitching,

Presentation, & Influencing

• Revenue & Profit Growth

• Corporate Communication

• Innovative Solution

Development/Problem-

Solving

• Change Management &

Operational Improvement

• Stakeholder Engagement and

Consensus Building

• Transformative Leadership

&Human Resources Support

CORE COMPETENCIES

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