Angela Lanier Email and Phone Number
dallas, texas, united states
Angela Lanier's Location
Topeka, Kansas, United States, United States
Angela Lanier's Contact Details
Angela Lanier work email
- Valid
- Valid
- Valid
Angela Lanier personal email
n/a
About Angela Lanier
Highly personable Call Center Manager with over ten years experience in call center operations.
Angela Lanier's Current Company Details
Nerium International
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Customer Service Operations Analyst at Toho Water Authority
dallas, texas, united states
- Website:
- businesswire.com
- Employees:
- 6886
Angela Lanier Work Experience Details
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Brand PartnerNerium International Apr 2017 - Present
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Customer Service Operations AnalystToho Water Authority Aug 2015 - Present -
Customer Service SupervisorToho Water Authority Sep 2012 - Aug 2015Kissimmee, FlSupport call center operations through coaching and developing. Created call monitoring and agent scorecards to measure individual agent performance. Recruit and train new hires. Instrumental in roll out of new system integration while ensuring the operation continued to run. Increased service level and decreased abandon percentage by more than 50% in first 18 months.
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Member Services ManagerDisney Vacation Club Apr 1999 - Sep 2012Call center manager responsible for coaching and developing, partnering and conflict resolution. Responsible for creating forecasts in AOP for approval by Senior Leadership. Implemented schedule and vacation bids in conjunction with forecasts and trends. Partner with Casting and Human Resources to recruit top candidates for open roles. -
Member Services ManagerDisney Vacation Club Apr 1999 - Jun 2006Coached and counseled team of 20+ Vacation Advisors. Monitored Vacation Advisors on task and service levels with the assistance of Avaya and TCS software systems. Ensured departmental productivity goals were being met and looked for efficiencies to improve those goals. Developed individual productivity goals for Vacation Advisors to provide consistent feedback. Partnered with Operations Manager to ensure labor hours were on budget. Assisted Operations Manager with interviewing and selecting new hires. Handled guest situations in a positive and efficient manner. Responsible for reviewing and approving payment to vendors for the external exchange program utilizing SAP.Worked to maintain department intranet by ensuring information was up to date and accurate. Represented Member Services on special projects to ensure department’s technical needs were satisfied. Instrumental in the successful testing and smooth transition of critical systems during Y2K. Worked in Windows based environment, utilizing Microsoft Excel, Word, Outlook, Worldspan and Sabre.
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Vacation AdvisorDisney Vacation Club Jul 1996 - Apr 1999Confirmed reservations for Disney Vacation Club Members at various destinations, including Disney Cruise Line, offered creative alternatives to reservations while creating a positive experience and supplied accurate information regarding Member accounts. Supported call center coaches in their absence, acting as Manager on Duty. Created positive rapport with fellow advisors to foster a team atmosphere. Assigned to a core group of advisors responsible for training new advisors and refresher training of current advisors. Utilized AS400, CRS, Dining Reservation system, Interval International Reservation system and Worldspan.
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Staffing SpecialistManpower, Inc May 2007 - Oct 2007Deliver high quality service to customers and temporaries by matching skills of temporaries to customer needs.Develop and retain business by providing outstanding customer servicePerform a variety of administrative tasks that support the overall mission of quality performance and service.
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Resident AdvisorHarbor Oaks Therapeutic Boarding School Jun 2006 - Mar 2007Responsible for the care and well-being of 25+ teenage girls, including meal preparation.Maintained care records and reported any concerns that arose.Acted as a liaison between students, other staff and parents.Counseled students on an as needed basis.Transported students to/from appointments and scheduled activities.Dispensed medications and refilled medications as needed.
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Vacation PlannerDisney-Mgm Studios Jul 1995 - Jul 1996Maintained quality guest service by providing accurate Walt Disney World vacation information. Efficiently provided guests an appropriate vacation package. Responsible daily for over $100,000 in cash and ticket media.
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Office ManagerConsolidated Mortgage And Financial Services Corporation Jan 1995 - Jul 1995Supported corporate clients requesting information about mortgages. Dealt with all vendors on company purchases. Scheduled travel arrangements of company personnel. Assisted with administrative duties whenever needed.
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Front Desk ClerkCourtyard By Marriott Dec 1993 - Dec 1994Checked in guests, directed them to their room and answered any questions they had regarding their stay. Developed a training manual for the front desk staff. Attended “Supervising for Service and Success” Seminar.
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Reservations AgentAmerican Airlines Oct 1991 - Dec 1993Assisted customers requesting general information. Completed flight reservations in the domestic market for travel agents and the general public. Handled customer complaint inquiries.
Angela Lanier Skills
Call Centers
Leadership
Customer Service
Training
Team Leadership
Customer Satisfaction
Microsoft Office
Outlook
Management
Schedules
Human Resources
Analytical Skills
Employee Training
Hospitality
Microsoft Excel
Team Building
Close Attention To Detail
Sap
As400 System
Labor Management
Budgets
Recruiting
Microsoft Word
Call Center Operations
High Organizational Skills
Process Scheduler
Process Improvement
Data Entry
Account Management
Avaya
Thinking Outside The Box
Interviews
Building Relationships
Tourism
Coaching And Developing
Partnering
Decision Making Skills
Big Picture Thinking
Workbrain
Benchmarking
New Program Launches
Change Management
Call Center
Quality Control
Forecasting
Fast Learner
Aspect
Quality Monitoring
Develop Departmental Productivity Goals
Angela Lanier Education Details
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Parks, Recreation And Tourism Management; Tourism Management
Frequently Asked Questions about Angela Lanier
What company does Angela Lanier work for?
Angela Lanier works for Nerium International
What is Angela Lanier's role at the current company?
Angela Lanier's current role is Customer Service Operations Analyst at Toho Water Authority.
What is Angela Lanier's email address?
Angela Lanier's email address is al****@****ter.com
What schools did Angela Lanier attend?
Angela Lanier attended North Carolina State University.
What skills is Angela Lanier known for?
Angela Lanier has skills like Call Centers, Leadership, Customer Service, Training, Team Leadership, Customer Satisfaction, Microsoft Office, Outlook, Management, Schedules, Human Resources, Analytical Skills.
Who are Angela Lanier's colleagues?
Angela Lanier's colleagues are Yessenia Casas Sánchez, Flora Lucas, Brenda Anzaldo, Brooke Mcquillen, Victoria Simmons, Joanna Harris, Cristhian Edgar Cazares Del Angel.
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Angela Lanier
Creative And Interactive Educational Professional Development FacilitationOxon Hill, Md -
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