MANAGEMENT
Resume:
ANTHONY WARD
CHICAGO, ILLINOIS 60619
********@*******.***
OVERVIEW
• Highly capable, results-oriented ACD customer relations subject matter expert with a proven record of
outstanding achievement in management. Consistently devotes total synergies in pursuit of
performance excellence.
• Transformational leader, versed in training and development. Endeavors to exceed corporate goals
and objectives. Demonstrates exceptional oral and written interpersonal skills fostering effective work
place communication.
• A dynamic management professional that actively displays superior potential for future growth and
advancement within the corporate structure.
HISTORY
NAMASTE LABORATORIES, Blue Island, IL 10/2011 -
CUSTOMER CARE MANAGER - Responsible for managing the activities of the Customer Care
Department for this manufacturer of ethnic hair care products. Duties include monitoring; the order
receipt/entry process, EDI order processing, customer service inquiries, customer claim investigations,
credit/debit applications, deal/promotion price entry, return goods processing and new-hire/refresher
training. Supervise all department personnel.
• Manage the Customer Care delivery levels.
• Preside over the departmental payroll.
• Administer all employee performance reviews/corrective action plans.
CAPITAL MORTGAGE, Chicago, IL 05/05 - 03/11
CALL CENTER DIRECTOR - Responsible for directing the activities of the Customer Service,
Telemarketing/Lead Generation and Appointment Setting Departments for the largest wholesale mortgage
banker in the Midwest. Duties included; meeting/exceeding sales goals, ensuring customer care delivery
metrics, staff recruiting, new-hire/refresher training, performance reviews, payroll, budget and monitoring
the line management.
• Successfully created and delivered a Call Monitoring Program that increased the amount of leads
generated by 47% for the Outbound Telemarketing Agents.
• Established and implemented management performance initiatives that resulted in creating new
operating metrics for the Customer Service Department.
• Improved the operating ACD metrics for the Inbound Customer Service Agents to capture 95% of
all calls within 25 seconds. This accomplishment is the best in company history.
• Designed, produced and implemented the first Sales Training Module in the history of the
company.
Anthony Ward Page 2
FUSION FULFILLMENT SERVICES, INC., Country Club Hills, IL 03/91 - 01/05
DIRECTOR OF CUSTOMER SERVICES - Responsible for directing the activities of; a two-hundred seat
Call Center, Client Services, Human Resources, Correspondence, Collections, and Training Departments
for this full service fulfillment and mail order company. Duties included; managing the various department
managers, Inbound/Outbound Sales, analyzing work flow problems, preparing the departmental budget
and ensuring a World Class Customer Service Organization.
• Improved the Call Center Service Delivery metrics to 97% of inbound calls answered within 20
seconds. This achievement was the best in the company's history.
• Successfully created, implemented and delivered a Call Monitoring Program designed to provide
value added customer satisfaction.
• Developed and implemented new operational procedures that eradicated all backlogs and
improved workflows in the Correspondence Department.
• Successfully developed, implemented and delivered a Sales Training Program that increased
sales by 50% for the Outbound Call Center Unit.
FEDERAL EXPRESS CORPORATION, Buffalo Grove, IL 05/90 - 03/91
OPERATIONS MANAGER - Responsible for managing forty-eight ACD Customer Service Agents and
Senior Agents. Duties included interviewing, payroll, and resolution of escalated complaints, sales, and
any special assignment.
• Improved Customer Satisfaction/Operating Statistics by 50% for my inbound customer service
agents.
• Assisted in delivering the Chicago presentation for the Malcomb Baldridge Quality Award
Selection Committee. As a presenter in one of the three pre-determined sites, I had direct input
in winning the award. This achievement is a first for any service-oriented company in America.
• Assisted in developing new operational procedures for the Chicago Central Region.
EDUCATION
UNIVERSITY OF ILLINOIS, CHICAGO
Major in Criminal Justice, Minor in Communications
EXCELLENT REFERENCES AVAILABLE UPON REQUEST
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