1. ANGELA (Angie) QUARLES
4819 Refugee Rd., Columbus, Ohio 43232 ♦ C: 614-439-9393 ♦ angelaquarles@yahoo.com
PROFESSIONAL SUMMARY
Passionate customer service specialist, who is resourceful and exceeds productivity goals. Ability to research,
troubleshoot and resolve issues quickly. Demonstrate strong professionalism, patience and active listening skills to
increase customer satisfaction and loyalty.
SKILLS
Needs Base Analysis Critical Thinker
Strong Labor Relation Skills Team Lead
People Person Escalation Management
Strong Client Relations Problem Solving
Exceptional Communication Skills Mediation Capability
Customer Relation Manager Consultative Selling Strategies
EXPERIENCE
Customer Retention/Loyalty, 12/2013 to Current
AT&T – 150 E. Gay St. Columbus, Oh. 43215
Extensive experience in sales retention and customer service.
Strong familiarity with Wireless, Broadband, Voip over IP and Satellite.
Superior grasp of customer needs and inbound retention strategies.
High organization and interpersonal skills.
Sound Abilities in office equipment use including telephone.
Excellent written and oral communication skills.
Customer Service Representative, 11/2001 to 12/2013
AT&T – 150 E. Gay St. Columbus, Oh 43215
Described product to customers and accurately explained details and care of merchandise.
Provided an elevated customer experience to ensure customer loyalty.
Developed a reputation as an efficient service provider with high levels of accuracy.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Served as the main contact for customers, one call resolution.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving
problems on the spot.
Directed calls to appropriate individuals and departments.
Built long-term customer relationships.
Asked open-ended questions to assess customer needs.
Learned, referenced and applied product knowledge information.
Set up and explained new account contracts.
EDUCATION
Associate of Applied Science: 2014
Columbus State Community College - 550 E. Spring St.
Coursework includes: Speech and Communication, Sociology and Psychology

2. Coursework in Accounting, Finance and Statistics
ACCOMPLISHMENTS
Customer Relations
Earned highest marks for customer satisfaction, company-wide.
AFFILIATIONS
Member, of Women of AT&T and Community Network