Angela Sinclair Email & Phone Number

Waukesha, WI, US

• Taking incoming calls from customers
• Taking escalated calls from customers & associates
• Participating in ongoing department training & development
• RPS Saved Account project
• Desk Audit scheduling
• Floor Resource

• Taking incoming calls from customers
• Participating in ongoing department training
• Compiled interest rate calculation help sheet
• Received great quality scores for monitored calls
• Achieve and exceed goals set forth in coaching sessions
• Utilized as a POD resource

• Taking incoming calls from customers of various clients
• Participating in ongoing training for new clients
• Completing required training for ISO certification
• Compiled help sheets to help with the systems required for the job
• Received perfect quality scores on all calls that were monitored
• Good reviews in a quality session and 45 day review

• Responsible for managing a team of 16 phone representatives
• Assisting with Event Committee, building team moral and increasing productivity
• Coaching team members in regards to department statistics including one on ones and side by sides
• Able to assist with contributing to department service level and delinquency goals
• Created a tracking sheet for team member performance
• Completed team member performance reviews

• Completed 3 - 5 month rotations with the Liquidation Phone Team, Conventional Claims, FLAD, and FHA Negotiation
• Completed a 1 month rotation in Customer Service
• Helped in bringing the escalation line to Collections and the Specialty Phone Team
• Assisted with chartering a Toastmasters Chapter for the Milwaukee campus
• Managed and directed content for the Accelerated Management Program Webpage
• Led the revision of the Accelerated Management Program Participant Guide

• Assisted transitioning new hires to the floor from training
• Executed escalated projects
• Balanced outbound and inbound call volumes
• Front line resource for team members in addition to management staff
• Audited accounts in loss mitigation campaigns to determine why we were calling
• Created a senior resolution database after the initial one was not compiling the data

• Assembled talk offs for the FHA Loss Mitigation Phone Team
• Designed a quick reference guide to assist with common issues
• Researched accounts and made adjustments where appropriate

• Coordinated GEM training for entire FHA Collections team
• Worked with supervisor through one on ones to learn the business side of the department

• Completed Flavor of the Day Calendar and posted on the website
• Monitored staff performance on a regular basis
• Monitored labor and productivity
• Managed a staff of 40+ employees
• Implemented ideas to lower daily waste both in the kitchen and front line
• Completed orientation for all new hires

• Worked at locations during this time period in: Oconomowoc, Waukesha, Shorewood, and West Milwaukee.
• Responsible for training new hires
• Compiled training binder with quick reference guides for both kitchen and front line staff
• Official custard scooping trainer
• Ensured that customers were greeted and helped in a timely yet efficient manner

Bs, Business Management

Current GPA of 3.4

Aab, Business Management

Graduated with GPA of 3.57

Education record

Activities and Societies: Gamma Phi Beta International Sorority