Angela NelsonTampa, FL 33612 ann7nelson@gmail.com 813-895-4766

Dedicated, Hard-working, detail and people oriented Customer Service professional with over 15 years of Ethical and Organizational experience. Interfaced effectively with customers, employers, co-workers and supervisors. Equipped with exceptional skills in successfully managing and maintaining a professional and fun office experience.

Core StrengthsProcurement/Supply Management Cost Reduction Strategies Sales/Margin Improvement Customer Service Management Front Desk Management Complaint ResolutionTeambuilding and Training Purchase Order Skills

Professional Experience2/16 to 7/16 Customer Service Rep I, Healthnet Federal Services, Tampa Florida• Handle 90+ calls daily, with duties including: Opting-In veterans to the VA Choice program, retrieving customer

data, presenting relevant program information, and cancelling appointments per veterans request..• Remained calm and courteous to all veterans while actively listening to them to resolve issues.• Learned and properly executed how to use: Lotus Notes, Quantum Choice and several other customer service

software which allows me to provide the best service to veterans/medical providers.• Received an average of 95% customer satisfaction rating to date, 20% higher than company average.

11/15 to 3/16 Culinary Associate, Busch Gardens Tampa, Tampa, Florida• Maintained all levels of safety regulations, which resulted in all health inspections passing.• Assured all end of day procedures were completed which allowed morning shift to start the beginning of day with

ease and on-time for park guests.

• Assisted park guests with directions and a better understanding of where specific park attractions are located which resulted in more confident park guests.

• Provided excellent customer service, with a constant smile, to all park guests who entered the restaurant.

6/15 to 9/15 Online Admissions Advisor, Ultimate Medical Academy, Tampa Florida• Motivated, interviewed, encouraged and enrolled students into various online programs in the HealthCare

Industry.• Produced quarterly reports detailing enrollment figures: amount of students enrolled and amount of students who

start classes.• Contacted individuals who recently filled out school enrollment forms for the HealthCare industry and developed

a relationship with them to enroll them into to school.• Provided superb customer service including: answering all questions which student had about programs and

financial aid, determined if student passed qualifications to enroll in online programs, assisted with filling out enrollment forms.

3/14 to 10/14 Financial Care Specialist, T-Mobile USA, Tampa, Florida● Increased business through excellent customer service: processing payments, restoring and cancelling services

on all client accounts.

● Maintained up-to-date product knowledge by actively participating in staff meetings and one-on-one meetings.● Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in 3% decrease in

cancellations. ● Demonstrated superb relationship building skills to connect with customers while meeting company productivity

standards in a timely manner. 5/12 to 10/13 Administrative Assistant, PCL/Archer Western, Tampa Florida.• Maintained monthly recruitment/hiring reports for submission to FDOT. Gain familiarity with FDOT hiring analysis

to ensure consistent mythologies in hiring skilled workers.

• Provided support to Project Managers such as: organizing, copying and filing engineering forecast drawings into network .

• Conducted timesheet maintenance activities for ten work crews. Identified and tracked overtime requests and status.

• Performed data analysis requests by researching and comparing pricing for: temporary employee housing, office equipment and supplies, cleaning company contracts, as well as maintained company vehicle mileage reports.

• Activated all Superintendent site/crew iPhones, including setting up email accounts and Apple IDs.

• Worked directly with Accounting department in: making sure all invoice pricing is correct before distributing checks; ensure change orders are processed correctly and quickly.

6/08 to 3/12 Account Lead Representative, Care Media Holdings, Tampa Florida.• Effectively documented call specifics and demonstrated quality program behaviors to create an outstanding

relationship with each client.• Maintained invoicing activities for subscription renewals.• Provided support to the operational needs of all teams within the company.• Provided back-up coverage to front desk receptionist during high call volume times.

Software• Advanced Microsoft Word, Excel, and Outlook user. Intermediate Microsoft PowerPoint and Access skills.

Education2016 Online School, Project Management Certification, currently taking classes online, Tampa, FL2016 Hillsborough Community College, A+ Certification, currently taking certification exam , Tampa, FL2015 Hillsborough Community College, Administrative Professional Certificate, Tampa FL1995 Charlottesville High School, Advanced Studies Diploma, Charlottesville VA

SkillsProblem Solving Business Writing Interviewing SkillsCustomer Service Telephone Etiquette Time Management Skills