Seasoned Customer Service & Accounts Leader

ANGELA HUMPHREY

***************@*****.*** 773-***-**** http://www.linkedin.com/in/angela-m-humphrey

PROFESSION SUMMARY: Customer service and account management leader with 10+ years of experience resolving complex issues across finance, healthcare, and insurance. Adept at delivering

“WOW” moments through chat, email, and phone support. Skilled in CRM platforms, technical troubleshooting, and empathetic client care. Currently pursuing advanced certifications in project management and HR to deepen cross-functional impact. KEY SKILLS

Complaint Resolution & De-escalation

Conflict Resolution & Problem Solving

Emotional Intelligence & Empathy

High-Volume Case Management

Remote Work Efficiency & Time Management

Multichannel Communication (Email, SMS, Chat, Phone) Cross-Department Collaboration

Data Entry & Account Maintenance

Professional Experience

Discover Financial- Senior Account Manager – Chicago, IL (Hybrid) 07/2022 –03/2025

● Delivered frontline support for service-related inquiries, maintaining a 95% customer satisfaction rate in a high-volume contact center - 50-100 calls daily

● Resolved escalated calls with empathy and precision, applying policy knowledge and emotional intelligence to de-escalate complex issues

● Documented all interactions in Salesforce and Genesys, ensuring compliance with escalation protocols and audit standards

● Participated in coaching sessions and implemented feedback to improve KPIs including AHT, FCR, and CSAT

● Strengthened interdepartmental collaboration between customer service, legal, and compliance teams

● Served as an Advisory Board Member, contributing insights to improve service workflows and customer retention strategies

Uniform Teeth (currently IMPRESS)- Customer Care Specialist –(Remote) 03/ 2021 –05/2022

● Provided multichannel support via email, SMS, chat, app messaging, and phone

● Scheduled appointments, processed billing inquiries, and managed orders using Zendesk and internal CRM tools

● Escalated patient concerns to dental specialists and coordinated care across departments

● Maintained accurate account/medical records and facilitated cross-team communication to ensure continuity of care

LaSalle Network- Product Specialist – Chicago, IL 03/2020 – 03/2021

● Managed account data including pricing, billing, shipping, and payment details across multiple platforms

● Documented transactions and support interactions to build a searchable internal knowledge base

● Logged customer contact details for follow-up and service tracking, improving retention and satisfaction

● Processed payments via PO, Pro Forma Invoice, Cash in Advance, and credit card

● Adjusted service schedules based on survey delays, accreditation renewals, and equipment updates

● Supported executive decision-making with insights on profitability, marketing strategy, and communications

Enova International Inc.- Resolutions Specialist – Chicago, IL 07/2011 –03/2020

● Handled 50–100 daily interactions across inbound/outbound calls, chat, and email, maintaining professionalism under pressure

● Resolved customer complaints efficiently, increasing satisfaction scores by 25%

● Delivered financial counseling and structured repayment options for delinquent accounts.

● Managed sensitive cases involving Power of Attorney, CCCS, and deceased customers with discretion and empathy

● Processed international payments and ensured accurate application to accounts Education & Certifications

● MicroTrain Technologies – Certifications in Progress SHRM-CP/SCP, PMP/CAPM, IIBA-CBA, SAFe, Agile Scrum

● Columbia College Chicago – Communications

● Kennedy King College – Graphic Arts & Communications

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