Michael Amic-Angelo
Claims Team Lead @Flex
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WORK HISTORY
Claims Team Lead @Flex
US
People management for 29 frontline call center and Trust and Safety agents in a moving and storage company. Risk management, mitigation, compliance, training, and delegation of human and AI assets- Built Standard Operating Procedures (SOPs) for frontline agents, supervisory teams, leadership team, and all teams under the Trust and Safety umbrella (claims, collections, social media, and escalations teams)- Developed and oversaw supervisory team for Customer Support, Claims, and Escalations teams - Streamlined cross-departmental communications infrastructure via SOPs, tight control on Slack channel access, and standardized escalation protocols with templating - Created client-facing terms and policies, developing Flex\'s legal compliance strategy for state and local services - Developed risk-mitigation strategies for legal and social media escalations - Sourced talent for multiple departments - Weekly KPI check-ins to help team reach departmental, career, and personal goals - Implemented claims review, Stripe dispute response, and complaint response processes - Created customer-facing email and SMS templating
EDUCATION
University of California, Berkeley
Bachelor of Arts - BA, Japanese Language and Literature
Coding Dojo
Full Stack Web Development
ABOUT MICHAEL AMIC-ANGELO
Trust and Safety professional handling extreme escalations on global social network…
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