Angela Volker

Experience

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  The Klindt Corporation

  Sept 1993 - Aug 1997

  Sales Executive

  Managed a large customer-base in territory sales for a major distributor of various professional beauty salon products/furnishings/supplies. Successfully worked as a sales executive to position our products within a large territory in St. Louis & St. Charles, MO. Increased sales in my territory by 150% by my 2nd year, increased product line penetration within my accounts, and won numerous internal sales contests/incentives, in addition to manufacturer contests/incentives. Chosen by Manufacturer Paul Mitchell as one of 12 most creative salespeople nationwide (all distributors) to market their product (1997). Show less

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  AT&T

  Sept 1997 - Dec 2016

  • Achieved AT&T’s highest honor in GCS by being chosen for AT&T’s Circle of Excellence award, a result of strategic business planning improving client services, exceeding KPIs/goals, partnering with cross-functional teams on projects/ strategies to improve the overall customer experience, and evolving with changes in business/industry.• Resolved customer issues independently by navigating internally to resolve service assurance/delivery issues by problem solving, identifying root cause, offering creative solutions, effectively managing multiple projects, resolving complex billing issues, maintaining and implementing contracts, and recommending products and services…which also contributed to being honored with AT&T’s ‘Best of the Best’ and ‘Outstanding Support’ Awards.• Promoted, educated, and trained customers on the use of self-service management tools and billing platforms, and created and presented Executive and Management level Stewardship presentations, which along with other initiatives contributed to raising our customer satisfaction rating by 27%. Show less

  • Universal Service Executive, Enhanced Client Services

    Dec 1999 - Dec 2016

  • Corporate Sales Account Manager

    Sept 1997 - Dec 1999
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  BT

  Jun 2017 - Jun 2024

  Senior Service Management Specialist

  Managed IT operations and delivery issues/escalations supporting Nestle (Americas) as first point of contact in all areas of managed services, spearheading continuous improvement initiatives, ensuring customer satisfaction.• Reduced toxic orders by 28% surpassing KPI goals, engaging with cross functional teams, using data analysis to identify/improve processes inside the delivery space, drive creative solutions to resolve. • Exceeded 50+ stretch goal on NPS ratings regionally ensuring a high-quality experience for markets by ensuring efficiency on issue resolution, projects, KPIs, capacity & risk mgmt. Ensure excellent communication by setting up an effective Governance framework, escalation management process, customer service reviews, & cross-functional team collab meetings. •Decreased open risks by 88% by proactively driving network transformation activities, business as usual delivery orders, and operational and supplier related incidents to a quick efficient resolve.•Achieved ‘Brilliant Service Manager’ rating by fostering excellent mid to senior level service relationships, delivering on contractual svc targets and improving customer satisfaction/loyalty.•Achieved 95% decrease in critical incidents by developing and driving change within the business via measured svc improvement plans to meet/surpass company KPIs.•Delivered a 79% decrease in non-critical incidents by analyzing reporting, determining root cause, creating, assigning and completing permanent resolution actions with cross-functional teams. •Created Svc Mgmt Training platform specific to my account for the role, which was adopted as the region standard. Managed, trained, mentored region new joiners.•Supported business initiatives, fostered collaborative relationships with internal teams, key suppliers, sales, operations, delivery, etc., and by maintaining strong relationships with customer stakeholders at market, vendor mgmt., and senior leadership levels as main POC for escalations. Show less

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  The Cigna Group

  Dec 2024 - now

  Medicare Technology Operations - Service Management Advisor

  Service Management Advisor supporting Medicare Technology Operations for this Healthcare giant. Responsible for governance of Incident and Problem Management practices and their operational implementation. Perform effective incident response and root cause investigations of past incidents. Build and drive action plans to remediate root cause.Responsibilities:*Leadership and oversight of the Incident Management and Problem Management processes*IT incident response and resource coordination through to resolution*Detailed documentation of actions and milestones during severe incidents*Efficient communicator of status updates for stakeholders*Collaboration with all levels of management, strategic issue resolution planning*Lead root cause analysis investigations & action plans to remediate root cause, reduce duration, severity of recurrence*Liaise with problem resolution groups to ensure swift resolution of problems within SLA targets*Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews*Collaboration with service managers /production support leads*Ensure data accuracy and currency for Problem tickets. Research data trends and themes. Provide recommendations on actions to address Show less