Angela Longfield
Calgary,AB
Summary
Dynamic and versatile professional with over 20 years of experience and a clear passion for delivering exceptional client service and high-level administrative support.
Overview
13
13
years of professional experience
Work History
Customer Care Analyst
Alberta Energy Regulator (AER)
Calgary, AB
04.2019 - 08.2025
- Responded promptly to complex external inquiries and complaints via phone, email, and written correspondence in a fast-paced, evolving environment, improving resolution times and stakeholder satisfaction.
- Received large volume of inbound calls from external and internal stakeholders, addressing inquiries and concerns efficiently.
- Applied strong emotional intelligence and conflict-resolution skills to de-escalate concerns and build trust with stakeholders and partners.
- Analyzed and triaged client issues, drafted tailored written responses, and incorporated performance feedback, resulting in more accurate resolutions and positive leadership recognition.
- Coordinated with cross-functional teams to track files and meet deadlines using industry systems (OneStop, DDS, IAR, OpenText), ensuring consistent on-time delivery.
- Collaborated with the Liability Management team to develop cross-training strategies for managing the Liability inbox and Licensee Capability Assessment Reports, reducing backlog by 40%.
- Facilitated and led interdepartmental meetings to improve communication, align objectives, and resolve operational issues.
- Partnered with a third-party provider to deliver customer service coaching, including one-on-one sessions, call monitoring, and feedback to support continuous improvement and team standards.
- Completed mandatory internal training on cybersecurity and information protection to ensure compliance and enhance service delivery.
Order Desk / TOUR Processing Clerk
Alberta Energy Regulator (AER)
Calgary, AB
08.2018 - 04.2019
- Processed and responded to high volume of data requests via phone, email, and written correspondence to ensure timely access to information.
- Handled invoicing and processed payment from clients
- Conducted detailed data analysis and redaction while handling sensitive and confidential information.
- Organized core storage and dissemination processes to streamline access to critical data.
- Worked within internal filing systems and libraries to locate data, and files and put them away
- Contributed insights in team meetings to support continuous improvement initiatives and enhance operational processes.
Information Services - Team Coordinator
Alberta Energy Regulator (AER)
Calgary, AB
12.2012 - 08.2013
- Managed internal call tracking software to delegate calls and email inquiries to team
- Handled internal phone calls and emails from stakeholders to ensure timely communication.
- Performed backup duties for the Team Lead, including staff support, scheduling, workload delegation, grievance handling, and preparation for organizational changes.
- Supported team workload by retrieving, disseminating, and redacting confidential information from multiple internal systems.
- Developed process maps and conducted business analysis, enhancing data storage and streamlining operational workflows.
- Set up and maintained weekly meeting with subject matter experts to ensure data accuracy
- Facilitated hiring process by collaborating with human resources to assess candidate fit, utilizing behavioral styles, and coordinating interviews and onboarding.
- Completed internal courses regularly on various topics of communication, and conflict resolution
- Performed receptionist duties to assist the team.
- Processed client invoices accurately and processed payment from clients
Education
Calgary, AB - The Business Of Oil & Gas
SAIT
Calgary, AB01-2015
Calgary, Alberta - Petroleum Industry Overview
SAIT
Calgary, Alberta01-2012
High School Diploma - Victoria BC
Mount Douglas
Victoria BC01-1999
Skills
- Industry-Specific Software: OneStop; DDS; IAR; OpenText
- Technical Proficiency: MS Office Suite (Expert); Data Analysis & Reporting; SAP; Mainframe/DOS, TELAX, Monaris,
- Data analysis
- Issue resolution
- Customer service
- Customer service coaching
- Specialized Training: Dispute resolution training; Confidential data redaction; Operational Workflow Improvement
- Experience & Soft Skills: Client-facing experience; Strategic Problem Solving; Growth Mindset; Customer Relationship Management; Adaptable Team Player
Timeline
Customer Care Analyst
Alberta Energy Regulator (AER)
04.2019 - 08.2025
Order Desk / TOUR Processing Clerk
Alberta Energy Regulator (AER)
08.2018 - 04.2019
Information Services - Team Coordinator
Alberta Energy Regulator (AER)
12.2012 - 08.2013
Calgary, AB - The Business Of Oil & Gas
SAIT
Calgary, Alberta - Petroleum Industry Overview
SAIT
High School Diploma - Victoria BC
Mount Douglas