Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

ANGELA WATERS

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Overview

11
11
years of professional experience

Work History

Customer Service Supervisor

Ethey Foods Canada
09.2022 - Current
  • Responsible for providing support for supervisors and team leaders.
  • Leverage multi-tasking skills to deal with multiple situations at once.
  • Create and maintain reporting for direct supervisor.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Hiring/Recruiting Manager

VSF Agency/AILCanada
05.2022 - 09.2022
  • Responsible for creating job posts on different forums, such as LinkedIn, Facebook, and Indeed.
  • Plan interviews, scheduling, onboarding, and training of all new hires.
  • Create new job posts and interview questions to maintain relevance to role.
  • Advise all stockholders of current statistics and adjust weekly, monthly, and yearly goals as needed.
  • Negotiated job offers to attract top talent and keep organization competitive in job market.
  • Sourced candidates to identify and attract potential candidates for open positions.

Appointment Setter

VSF Agency/AILCanada
10.2021 - 05.2022
  • Manage agents' schedules and call clients via Zoom to book appointments.
  • Handle inbound and outbound calls, as well as texts and emails from clients for multiple agents.
  • Provide first-class customer services to clients while managing multiple agents' calendars
  • Leverage multitasking skills to deal with multiple situations at once.
  • Acted as the first point of contact and set appointments for prospective clients.
  • Set appointments with salespeople and potential customers.

Leisure Facility Supervisor

Houston Leisure Facility
05.2018 - 10.2021
  • Responsible for supervision and leadership of Leisure Facility staff.
  • Leverage multitasking skills to deal with multiple situations at once.
  • Plan training, onboarding, scheduling, and programming for staff and patrons.
  • Educated in Arena processes and procedures.
  • Working knowledge of pool maintenance and operating systems.
  • Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
  • Built relationships with vendors and contractors to support timely and cost-effective services.

Acting Operations Manager

TELUS Communications
01.2017 - 08.2017
  • Responsible for maintaining business operations.
  • Leverage change management skills to drive adoption and execution.
  • Drive collaboration, innovation, and productivity within the leadership team.
  • Adapt quickly to a fast-changing business by utilizing peer network and previous leadership skills.
  • Created engagement strategy to drive a positive and productive work environment for agents and leaders.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

Team Manager

TELUS Communications
01.2015 - 01.2017
  • Responsible for driving and maintaining team member results & engagement.
  • Leverage leadership skills to roll out and implement new processes & initiatives.
  • Work with Team Managers to foster a collaborative environment for team members.
  • Build a network with leadership peers to improve personal skillset.
  • Create daily, weekly & monthly communications and reporting.
  • Coordinated team collaboration to share ideas and build best practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.

Community Events Coordinator

TELUS Communications
02.2013 - 01.2015
  • Coordinate events and organize schedules and travel
  • Leverage creative thinking to implement contests to drive results
  • Utilize Microsoft Suite to create communications and track results
  • Inventory management
  • Utilized presentation skills to roll out programs to new groups and team members.

Customer Service Representative

TELUS Communications
08.2012 - 02.2013
  • Provided five-star service to each client
  • Promoted TELUS products and services and customized packages based on customer needs
  • Consistently maintained high results for sales and quality KPI's
  • Created and implemented team SPIF to increase team engagement.

Education

High School Diploma -

Duchess Park Secondary
Prince George, British Columbia, Canada
06.2002

Skills

  • Performance Evaluations
  • Time Management
  • Service Delivery Optimization
  • Team Building and Leadership
  • Issue Resolution
  • Positive and Constructive Feedback
  • Team Development
  • Work Prioritization
  • One Call Resolution
  • Problem-Solving
  • Decision-Making
  • Customer Relations

References

Tasha Kelly, Director of Leisure Services, District of Houston, (250) 845-8342, Leisure.services@houston.ca

Timeline

Customer Service Supervisor

Ethey Foods Canada
09.2022 - Current

Hiring/Recruiting Manager

VSF Agency/AILCanada
05.2022 - 09.2022

Appointment Setter

VSF Agency/AILCanada
10.2021 - 05.2022

Leisure Facility Supervisor

Houston Leisure Facility
05.2018 - 10.2021

Acting Operations Manager

TELUS Communications
01.2017 - 08.2017

Team Manager

TELUS Communications
01.2015 - 01.2017

Community Events Coordinator

TELUS Communications
02.2013 - 01.2015

Customer Service Representative

TELUS Communications
08.2012 - 02.2013

High School Diploma -

Duchess Park Secondary

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