Angela Conner Email & Phone Number

Los Angeles, California, United States

∙ Supervise day-to-day activities of Member Services Representatives, providing direction and monitoring staff performance.∙ Handle staff questions/issues, develop training tools, and recommended process improvements.∙ Prepare and analyze call center statistical reports, ensuring quantity and quality met overtime.∙ Ensure accurate, timely, and quality service delivery to members/providers, aligning with departmental policies and organization's mission.∙ Implement and maintained stringent security protocols, ensuring compliance with HIPAA regulations and protection of personal history information (PHI).∙ Develop and execute strategies to enhance data privacy and mitigate cybersecurity risks, fostering a culture of security awareness among team members.∙ Leverage analytical skills to identify trends and potential security vulnerabilities, proactively addressing threats to data integrity and confidentiality.∙ Develop positive working relationships with business partners, ensuring excellent service to internal and external customers and addressing departmental needs.

Vernon, California, United States

∙Utilize advanced data analytics tools to continuously monitor and analyze e-commerce transaction data, employing cutting-edge algorithms to identify and mitigate potential fraudulent activities.∙ Implement and enforce sophisticated fraud prevention protocols, making real-time decisions to approve or cancel sales orders based on established guidelines, contributing to a seamless and secure online shopping experience.∙ Collaborate with customer service representatives and legal teams, leveraging technical expertise to address customer inquiries and resolve issues related to accounts and order statuses, ensuring a positive user experience.∙ Employ state-of-the-art verification methods for all fraud-related documentation, utilizing technology to enhance accuracy and efficiency in the authentication process.∙ Execute streamlined administrative and clerical tasks through the integration of tech-driven solutions, optimizing workflow and maintaining a high level of precision in daily operations.∙ Implemented advanced cybersecurity measures using platforms such as Azure Sentinel and Ethoca to protect customer personal information and mitigate fraudulent activities on our e-commerce platform.

Los Angeles, California, United States

• Led a remote team of 8 Contact Tracers in defining new processes to combat COVID-19, ensuring compliance with DPH guidelines.• Monitored daily disease intervention activities, conducted quality assurance checks, and led team meetings.• Provided constructive feedback to agents, analyzing call metrics, customer rapport, and utilizing data reports.• Proficient in data analysis using Google Sheets, Excel, and internal databases.• Prioritized assignments, preventing departmental penalties through effective task management.• Motivated and guided Contact Tracers to achieve weekly interview completion goals, overseeing payroll systems.

Los Angeles, California, United States

• Provided technical support to internal staff, resolving hardware and software issues for recruiting platforms, applicant tracking systems (ATS), and office productivity tools, ensuring minimal disruption to daily operations.• Assisted with the setup and configuration of new employee workstations, including hardware installation, software configuration, and network connectivity, enabling smooth onboarding processes for recruiters and administrative staff.• Monitored and maintained IT infrastructure, including internet connectivity, email systems, and cloud-based recruitment tools, ensuring optimal performance and minimizing downtime for critical business functions.• Trained non-technical staff on best practices for using recruitment software, secure data handling, and troubleshooting basic IT issues, enhancing overall team efficiency, and reducing dependency on IT support.• Managed user accounts and permissions in the company's ATS and HR systems, ensuring secure access to sensitive client and candidate data while complying with company policies and data privacy regulations

Fountain Valley

∙ Managed escalated customer concerns, employing advanced case management techniques to address issues beyond standard customer service or dealership levels.∙ Product Adjustment (PA), Goodwill offers, and Vehicle Buybacks based on analytical assessments, utilizing data and market values to determine fair outcomes.∙ Collaborate with internal and external stakeholders, ensuring seamless communication and support for effective issue resolution.∙ Demonstrate attention to detail in customer interactions, researching and applying state Lemon Laws and implementing regulations to ensure compliance.∙ Coordinated and provided client-centered care, ensuring a safe, timely, effective, efficient, and equitable resolution of customer concerns.

Irvine, California, United States

• Managed a high volume of customer inquiries via phone, email, and chat, ensuring precise and prompt responses to meet customer needs.• Diagnosed and resolved technical issues adeptly, delivering step-by-step guidance and innovative solutions to enhance customer experience.• Fostered close collaboration with cross-functional teams, including sales and product development, to address customer inquiries effectively and convey pertinent information.• Leveraged advanced CRM systems for meticulous documentation of customer interactions, contact updates, and case resolutions, ensuring an organized and accurate record.• Proactively identified opportunities for tech-centric upselling or cross-selling based on customer preferences and needs.• Engaged in continuous training and development to stay abreast of technological advancements, customer service best practices, and industry trends, maintaining a high level of expertise in assisting customers.

∙ Lead a team of customer service representatives in handling a variety of customer inquiries, including product information, order status, and returns.∙ Spearhead initiatives to elevate the overall customer experience, focusing on personalized and efficient service.∙ Collaborate with the logistics and warehouse teams to streamline operations and minimize shipping errors or delays.∙ Adhered to policies, guidelines, and procedures pertaining to the protection of information assets.

Paramount, California, United States

• Prevents, detects, and investigates suspicious activity (identity theft, phishing, forgery) to minimize fraud loss and chargeback rates.• Performs in-depth analysis of suspicious activity and/or high-risk transactions.• Makes appropriate recommendations to mitigate potential losses.• Coordinates recovery of losses due to fraudulent activity.• Review reporting for fraud prevention via ChexSystems and e-Funds.

Certificate Of Completion, Cybersecurity

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