ANGEL MORRIS
Mableton
Summary
Customer experience and data-focused professional with 7+ years of experience supporting high-volume operations, maintaining accurate records, and handling sensitive customer information across service and administrative environments. Known for strong attention to detail, compliance awareness, and the ability to resolve issues efficiently while supporting operational goals.
Overview
11
11
years of professional experience
Work History
Senior Customer Experience Specialist / Operations Support
Lewis Hyman Inc.
Atlanta, GA
05.2024 - 10.2025
- Led the resolution of complex customer cases by ensuring meticulous documentation, timely follow-up, and systematic tracking.
- Drove a 40% improvement in customer satisfaction by optimizing service workflows and addressing fundamental issues.
- Directed consistent updates of CRM systems with customer records, case notes, and resolution outcomes.
- Achieved a first-contact resolution rate of 85-90% for customer inquiries, significantly minimizing repeat cases and operational delays.
- Facilitated the training and onboarding of over four employees, emphasizing service standards, documentation accuracy, and compliance expectations.
- Architected standard operating procedures and training materials to enhance workflows, reporting, and quality benchmarks.
- Partnered with QA and operations teams to proactively identify trends and reduce recurring issues by about 35%.
Customer Liaison / Senior Customer Experience Representative
Hux
Atlanta, GA
01.2021 - 01.2023
- Facilitated communication between customers and internal teams, ensuring a central point of contact is maintained.
- Consistently sustained a 93% customer satisfaction rating by actively communicating and resolving issues.
- Recorded and solved customer concerns effectively, achieving a 90% first-contact resolution rate.
- Collaborated with sales, operations, and leadership teams to address customer issues and enhance service delivery.
- Recognized for reliability and professionalism, chosen to support additional departmental operations.
- Contributed to internal documentation, reporting, and tracking service trends to aid operational improvements.
Customer Support Specialist
U-Haul
Atlanta, GA
01.2017 - 01.2018
- Assisted customers with accurate reservation billing and rental data entry within internal systems.
- Helped customers resolve inquiries regarding reservations, billing issues, and service challenges while following company policies.
- Reviewed accounts to verify accuracy, identified discrepancies, and implemented timely corrections to minimize billing errors.
- Addressed customer concerns regarding rental equipment availability and charges with a focus on professionalism and empathy.
- Maintained clear documentation of customer interactions to facilitate follow-up audits and ensure service continuity.
- Achieved performance benchmarks in call handling, data accuracy, and customer satisfaction in a high-volume setting.
Call Center Representative
Alorica
Kennesaw, GA
01.2015 - 01.2017
- Oversaw high-volume inbound customer inquiries while meticulously documenting cases and outcomes in CRM systems.
- Drove customer satisfaction scores between 91–93% by efficiently resolving issues and maintaining clear communication.
- Upheld rigorous data privacy and compliance standards in the management of customer information.
- Conducted thorough reviews of customer accounts, verifying and updating information to maintain accuracy.
- Escalated complex issues appropriately while retaining accountability until resolution.
- Enhanced internal knowledge base documentation to foster consistency and accuracy across the team.
Education
Business Administration Coursework
Alabama State University
Skills
- Customer & Client Support
- Data Entry & Record Accuracy
- CRM & Case Management
- Escalation Resolution
- Process Documentation
- Compliance & Confidentiality
- Quality Assurance Support
- Cross-Functional Communication
- Salesforce
- Zendesk
- HubSpot
- Internal CRM
- Microsoft Word, Excel, Outlook
- Google Workspace
- VOIP Phone Systems
Timeline
Senior Customer Experience Specialist / Operations Support
Lewis Hyman Inc.
05.2024 - 10.2025
Customer Liaison / Senior Customer Experience Representative
Hux
01.2021 - 01.2023
Customer Support Specialist
U-Haul
01.2017 - 01.2018
Call Center Representative
Alorica
01.2015 - 01.2017
Business Administration Coursework
Alabama State University