Customer Service Technical Support

Anthony Reynolds

Workforce Liaison - Staples Corp

Rochester, NY

******@*****.*** - 585-***-****

• More than 12 years of successful experience in customer service and support including 2 years of supervisory experience.

• Recognized strengths in account maintenance, problem-solving and trouble-shooting.

• Excellent working knowledge using Microsoft Excel, Microsoft Word, Power Point, Internet Explorer, Fire Fox, and Chrome.

• A team player recognized multiple times for going over and beyond to ensure customer satisfaction. WORK EXPERIENCE

Workforce Liaison

Staples Corp - Rochester, NY - March 2011 to Present

• Partner with 5 different teams processing schedules, scheduling associate by the IDP'S ensuring we have the correct staffing at all times.

• Utilize RTA (Real Time Adherence) to ensure associates are on time and are in the right codes.

• Provide hourly, weekly and monthly reporting regarding call volume, offline volume and associates stats for each team.

• Delegate offline works to associates ensuring contractual goals are met.

• Create Power Points for team huddles that I facilitate ensuring associates are up to date with current policy.

• Utilize forecast from year to year and month to month to ensure proper staffing for all teams

• Facilitate conference calls with upper level management providing detail and clarification on reporting.

• Train and coach new hire associates ensuring the best talent is on the floor.

• Facilitate "Jump Start" training once new hires came on the floor.

• Develop plan, conduct audits and variance analyses. Provide real time reporting. technical support

Emory University - Atlanta, GA - April 2007 to January 2011 Atlanta, GA April 2007 - January 2011

Client Support

• Worked in a high volume call center responding to 250 calls daily.

• Promoted to Tier 1 technical support.

• Handled questions, via phone, addressing hardware, software, cable, internet or telephone related issues.

• Escalated issues through the appropriate channels.

• Effectively communicated (verbally & written) information with team members & customers.

• Proactively identified ways to avoid recurrence of customer issues by improving the processes, reviewing technical articles, & recommending changes.

• Multitasked through multiple systems while troubleshooting with customers.

• Called emergency codes VIA the intercom system.

EDUCATION

Monroe Community College - Rochester, NY

1998

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