Angelica Robinson

I analyze customer trends and feedback to identify performance gaps and improve team efficiency, and I train new hires while conducting refresher sessions to ensure consistency in service delivery and adherence to SOPs. I create training materials and job aids tailored to various learning styles, provide one-on-one mentorship, and utilize multiple virtual systems and tools to resolve complex customer issues while maintaining high SLAs.

I collaborate with team leads and management to address escalations, optimize workforce productivity, and support continuous improvement initiatives in virtual call center environments. My background also includes hands-on warehouse operations and paraprofessional experience, and I am pursuing an MBA with a concentration in human resources to deepen my HR and learning & development expertise.