Introducing Angella sapp

Introducing Angella sappCustomer service/Tech support specialist

objectiveTo pursue a highly rewarding at-home career in a challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth.

Work experience

Supervisor Agent Trainer Quality Assurance2004-Current

Provide agent supportMonitor agents to maintain production levels via Presence, WFO, BPO Suite, & VerintMatching patients with offices and selling that office to secure appointmentsTechnical support for mobile devices with a fortune 500 companyClassroom and production floor new hire training Coaching agents on a weekly basis to maintain service levels and quality performance Maintain agent files and present performance improvement plans with coaching and daily follow-up to ensure success with client metrics and quality performance standardsCompose weekly schedules based on client needs and performance System navigation and troubleshooting

Customer Support Professional/Chat Performance Facilitator/IBO2012-Current

Customer Support for Quill.com, Royal Caribbean, Celebrity Cruises, AT&T, & IntuitProvide chat support for agents on the phones to ensure production levels are metMonitor/coach agents on the phone to maintain production levels via Avaya CMS SupervisorPlacing accurate customer ordersBooking cruise vacations for guests/travel agents Website navigation and troubleshootingBilling and paymentsSupport at-home agents with training, selection, and servicing clients on the Arise portalBookkeeping and Payroll

Restaurant Manager2009-2010

Dining room set up/seating charts/section allocationCustomer Reservations CashierInventory Supervised dining room staff Server/Bartender

Shift Manager2008-2009

Daily InventoryCustomer Service Cook Supervise EmployeesCash Handling and Nightly DepositsFood Costing

Collection Agent2005-2006

Provide Phone Support Set Payment SchedulesCalculate Interest Process Phone Payment (CC & ACH) Research & Maintain Confidential Account Information (HIPPA) SSN, Address, Phone, Public Records (Liens, Judgments, Bankruptcy, etc.) Review Credit Reports Submit Consumer/Account Information for Legal Review (Dacks System, Accurint, Oregon Corporation Division, County Assessors, and DMV Records)

Educationlicensescertifications

Master Certificate in Business Management 2015 Management Skills & Leadership Development Course Associate of Applied Science in Culinary Arts Cascade Culinary Institute ACF 2010 Bronze Medalist Culinary Competition Volunteer for Sagebrush Classic 2010 & 2011Food HandlersOLCC Permit Celebrity 5 STAR Agent CertificationRoyal Caribbean University of WOW Expert Plus Certification Royal Caribbean Accessible Seas & Autism Friendly Certification

References & Supporting Documentation Upon RequestThank you for your time and consideration, I look forward to working with the team.

My name is Angella Sapp and I am a Customer Service/Tech Support Specialist.

D-PE0066 Larger Than LifeThe Diner (212-727-2959 www.thediner.tv)Pop-Electronic [D-PE]Pop-Electronic233628.05 - Electronic pop. Medium tempo, building, anthemic, major, young, youthful, playful, airy, atmospheric, green, indie, modern, cool uplifting rock. Synth, electronic beats, acoustic guitar, electric guitar, piano, glockenspiel, wordless male vocals, bass.