Angela Kirby
New Bern
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
6
6
years of professional experience
1990
1990
years of post-secondary education
Work History
Quality/ Warranty & Customer Service Manager
Parker Offshore
New Bern
04.2024 - Current
- Managed customer inquiries through phone, email, and chat support channels.
- Developed training materials for new customer service representatives.
- Collaborated with teams to resolve complex customer issues effectively.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Quality Assurance Manager
White River Marine Group
New Bern
03.2022 - 03.2024
- Developed and implemented quality assurance processes for marine products.
- Conducted regular inspections to ensure compliance with industry standards.
- Coordinated training sessions for staff on quality control protocols.
- Collaborated with production teams to identify and resolve quality issues.
Warranty & Customer Service Manager
White River Marine Group
Springfield
01.2020 - 02.2022
- Managed customer inquiries and resolved issues efficiently.
- Trained and mentored staff on customer service best practices.
- Developed and implemented strategies to enhance customer satisfaction.
- Oversaw daily operations of the customer service department.
- Managed customer inquiries regarding warranty policies and procedures.
Education
Humansville High School
Humansville, MOSome College (No Degree) - Lean Principals
Purdue University
West Lafayette, INSome College (No Degree) -
Southwest Baptist University
Bolivar, MOSkills
- Quality assurance processes
- Data analysis
- Process improvement
- Effective communication
- Problem solving
- Attention to detail
- Cross-functional collaboration
- Verbal and written communication
- Decision-making
- Team building
- Issue resolution
References
References available upon request.
Timeline
Quality/ Warranty & Customer Service Manager
Parker Offshore
04.2024 - Current
Quality Assurance Manager
White River Marine Group
03.2022 - 03.2024
Warranty & Customer Service Manager
White River Marine Group
01.2020 - 02.2022
Humansville High School
Some College (No Degree) - Lean Principals
Purdue University
Some College (No Degree) -
Southwest Baptist University