Angela Reddicks Email & Phone Number

Philadelphia, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

• Meet performance goals daily including adherence and average handle time. • Handle supervisor escalations, assisting members by resolving issues timely and completing follow up.• Complete coaching and call reviews monthly to ensure policy and procedure are being followed.• Manage team of representatives that work from home full time by utilizing online meetings and coaching via Microsoft Teams.• Build relationships with other business lines to work efficiently such as workforce management, billing, training, claims departments etc.• Work with volunteer group to help outreach in local communities.• Assist with training and onboarding of newly hired associates. Handle all issues that occur in virtual classroom training. Offer additional support during new hire curriculum and during nesting period.

Philadelphia, Pennsylvania, United States

• Build relationships with other business lines to work efficiently such as workforce management, billing, training, claims departments etc.• Complete coaching and call reviews monthly to ensure policy and procedure are being followed• Manage numerous representatives that work from home by utilizing online meetings and coaching via Skype Business.• Manage team of 19 CSR’s to exceed performance goals month to month. This includes, AHT, QA, CSAT, Resolution and Adherence.• Review and coach all audit errors on the team monthly. Responsible for identifying trends and reporting to leadership to ensure accurate reporting for the scorecard.• Manage FCR for the team. Work to ensure that all calls that are not resolved on the first call are reviewed and coach as needed.

Greater Philadelphia Area

Customer service supervisor• Meet performance goals daily in adherence and average handle time. • Handle supervisor escalations daily, assisting members by resolving issues timely and completing follow up.• Complete coaching and call reviews monthly to ensure policy and procedure are being followed.• Manage numerous representatives that work from home by utilizing online meetings and coaching via Skype Business.• Build relationships with other business lines to work efficiently such as workforce management, billing, training, claims departments etc.• Work with volunteer group to help outreach in local communities.

Bethlehem, Pa

Led and developed a team of 20 to 24 bankers in a call center environment. Handled HR issues daily, and supported team by answering questions. Assisted my bankers with complex customer issues, research, and escalated customer issues. Trained team on new material and process changes regularly. Ensured completion of compliance courses quarterly to meet banking requirements. I also managed a escalation team of 4 to 7 additional bankers. The team was responsible for handling escalated customers daily. I served on a Diversity Committee. On the committee I helped create and implement plans to help ensure diversity and inclusion were discussed and coached quarterly to all employees. Thru exceptional results over two year period earned Assitant Vice President title in 2017.

Bethlehem, Pa

Supported a team of phone bankers by walking the floor and answering questions. Provided first point of contact for customer issues, and handled escalated/supervisor calls for customers. Ran reports daily for supervisor to assist in managing the team. Supported direction of supervisor at all times. Helped prepare team meeting information and presented information to the team with supervisor. Helped bankers achieve high performance and meet sales and performance goals daily. Worked with and mentored other team leads to help ensure quad was high performing. Became point of contact for all team leads during mergers.

Bethlehem, Pa

Assisted multiple teams by answering questions for bankers with customer inquiries. Helped bankers find information and utilize resources to increase their effectiveness. Assisted with new hire training by offering experience on customer calls and helping new hires complete required web-based training. Ensured class stayed on track when trainer was not present in classroom.

Bethlehem, Pa

Assisted with customer inquiries and provided excellent customer service with each customer interaction. Exceeded performance goals quarterly and earned incentives regularly.