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, CASkills
- 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