Summary
Overview
Work History
Education
Skills
Languages
Affiliations
References
Timeline
Generic
Angelica Robles

Angelica Robles

Lawndale

Summary

Dynamic Senior Customer Service Manager at Prodege with a proven track record in driving customer service strategy and compliance management. Expert in process optimization and automation implementation, enhancing efficiency and customer satisfaction. Skilled in cross-functional collaboration, successfully managing executive-level escalations and spearheading initiatives that significantly improved operational performance.

Overview

24
24
years of professional experience

Work History

Senior Customer Service Manager

Prodege
El Segundo
11.2016 - Current
  • Direct strategic oversight of multiple customer service teams by monitoring CSAT trends, backlog rates, efficiency metrics, and cost savings to drive continuous improvement.
  • Lead cross-functional collaboration with Training, Risk, Legal, Compliance, and Product teams to optimize processes, ensure policy alignment, and elevate customer experience.
  • Manage executive-level escalations, including legal issues, VIP complaints, and fraud cases, ensuring compliance with company standards and regulations.
  • Spearhead automation and self-service initiatives by implementing AI tools, optimizing Zendesk triggers, macros, and chatbot enhancements to increase efficiency and reduce costs.
  • Partner with executive leadership (Directors & VPs) on customer service strategies, budgeting, staffing models, and long-term business planning.
  • Oversee workforce management and cost optimization by collaborating with WFM teams to balance staffing efficiency with high customer satisfaction.
  • Champion policy and compliance reviews, updating operational standards, escalation protocols, and quality measures to support business objectives.
  • Prepare and present high-level performance reports and strategic updates for monthly and quarterly business reviews with senior leadership.

Production Manager

Pictage Inc.
Torrance
05.2001 - 11.2015
  • Directed operations across multiple departments (Quality Assurance, Printing, Vendor Products, and Image Uploading), driving efficiency and cross-team alignment.
  • Partnered with Retouching, Album, Customer Service, Shipping, and Product Management teams to streamline workflows and reduce production delays.
  • Supervised, trained, and developed a seasonal staff of up to 20 employees, consistently achieving peak season productivity goals.
  • Maintained quality standards for in-house printing, producing products from standard 3.5x5 prints to large-format 30x45, including album printing and mounting.
  • Improved workforce efficiency by implementing performance tracking systems, analyzing production metrics, and maintaining accurate labor records.
  • Strengthened customer satisfaction by facilitating communication between Customer Service and production teams using Salesforce.
  • Managed departmental budgets, reducing overhead by optimizing staffing and supply ordering.
  • Conducted monthly inventory reviews, preventing material shortages and ensuring accurate stock levels.
  • Built and maintained vendor relationships, negotiating supply needs and leveraging proprietary vendor software to ensure timely production.
  • Enhanced client experience by overseeing digital image uploads, troubleshooting errors, and ensuring proper categorization and quality control.
  • Founded and developed a new canvas printing department, designing workflows, training staff, and managing supply chain needs to expand product offerings.

Education

Some College (No Degree) - General Studies

El Camino College
Torrance, CA

Skills

  • Customer service strategy
  • Performance metrics
  • Compliance management
  • Process optimization
  • Automation implementation
  • Cross-functional collaboration

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Affiliations

  • I love movies, television and anything related
  • Traveling! I've been lucky enough to check off some of the places in my travel list and hope to cotinue checking off more
  • I love to garden. I find it very therapeutic
  • I recently have started getting into building legos. The botanical ones are my favorites

References

References available upon request.

Timeline

Senior Customer Service Manager

Prodege
11.2016 - Current

Production Manager

Pictage Inc.
05.2001 - 11.2015

Some College (No Degree) - General Studies

El Camino College
Angelica Robles