Business Development Customer Service

F. Anthony Garnett

**********@***.*** 614-***-****

Professional Summary

Results-driven professional with a two and a half decade strong track record in marketing while cultivating and sustaining client relationships that drive repeat business and referrals. Adept at leveraging superior interpersonal skills to create connections and foster trust. Backed by extensive experience in client management and problem-resolution, complemented by a proven history of:

• Client/Sales Support: Proficiently providing comprehensive support to clients throughout their journey, ensuring satisfaction and building lasting partnerships.

• Client Training: Delivering effective training solutions that empower clients to maximize their potential and achieve their goals.

• Employee Training/Development: Skilled in developing and implementing training programs that enhance employee skills and contribute to overall team success.

• Creative Thinking and Problem Solving: Demonstrating innovative thinking to overcome challenges and deliver impactful solutions that exceed expectations.

• Presentation Planning: Expertly strategizing and preparing engaging presentations that persuasively captivate audiences and communicate critical messages.

• Business Development: Proactively identifying growth opportunities and forging strategic partnerships to expand business.

A proactive collaborator known for adaptability and a commitment to continuous improvement. Seeking to contribute expertise to a dynamic team that values client-centric approaches and innovative problem-solving. Open to new challenges and opportunities for professional growth.

Professional Experience

Discover Financial Services, Columbus, OH August 2019 – Present Customer Service Escalation Executive (Call Center)

• Customer Escalation Group (CEG): Handle escalated supervisor and manager inbound/outbound calls, address complaints while ensuring compliance, and provide high customer responsiveness and empathy.

• Employee Training: Offer consultation and training to new CEG employees using industry best practices while furnishing examples of compliant situations.

• System Issue Group Lead: Provide assistance and guidance to employees encountering common system issues.

• Chat Coverage Leader: Address chat inquiries from CEG members, respond to customer questions, provide policy and guide support, and handle common talk-offs to ensure customer satisfaction. Global Mogul Group, Columbus, OH July 2012 – July 2019 Managing Director/Team Lead/CFO

• Regional Sales Manager: Solicit and obtain new clientele and maintain relationships with past and present clients.

• Trade in Trade up. We donate gently used suits to at-risk teens and children in the community who need professional attire.

• Training & Coaching: Responsible for building and establishing training and development activities for company growth.

• Client Relations: Continuously establish and maintain a strong network of business associates due to remarkable sales skills and superior customer service/client relations abilities.

• Customer Service: Provide superior service to customers through attention to detail and effectively responding to requests, inquiries, suggestions, and concerns. Anticipate potential problems within accounts and plan contingencies to resolve issues creatively.

F. Anthony Garnett — Page 2 of 2 —

8335 Fair Oak Dr.w Blacklick, OH 43004

614-***-**** w **********@***.***

JP Morgan Chase, Columbus, OH September 2001 – July 2012 Sales Manager/Team Lead/Mortgage Consultant

• Management: Responsible for business development, marketing, security, and customer service. I provided proactive leadership for the office and commitment to the community, growing the faculty and contributing to the company's growth. Formulated and implemented the company’s compliance reports, policies, and procedures; conducted ongoing analyses to evaluate operations' efficiency, productivity, and quality.

• Business Development & Account Management: Managed new business development and strategic planning to maximize growth and profitability. Established growth plans for individual accounts and personally managed account calls, presentations, and negotiations.

• Business Planning: Researched and analyzed local, regional, and national markets to stay abreast of changing trends and advances within the industry. Utilized relevant sales data, trends, and market factors to create and initiate comprehensive business and marketing plans.

• Marketing Research: Conducted research activities to analyze and develop innovative strategies to expand market penetration and summarize market research activities to identify new business channels for financial product lines. Utilized relevant data from research and customers to determine comprehensive marketing strategies for expanding and building business and implemented initiatives to prioritize targeted categories.

• Marketing Management: Managed and directed overall operations and administration of marketing, promotions, and sales. Devised marketing plans and implemented aggressive sales campaigns to establish a more dynamic presence within the market. Based solutions, strategies, and growth plans for individual accounts and personally managed reports, presentations, and negotiations.

Education

Master of Business Administration, Candidate

Bellevue University Bellevue, NE

Expected Date of Graduation: 2025

Bachelor of Science in Business Administration, Minor in Marketing Morris College Sumter, SC

1992 – 1996

Professional Awards & Honors

Increased profits and Revenues by 15% yearly Mogul Global Group Humanitarian Award with Columbus Dispatch for Suit Donations Top 10% in both volume and units

#1 producing Sales Manager $35370,600/195 Units (5 employees) Leader’s Club Recipient for Unit Production: 97 Units Closed Leader’s Club Recipient for Unit Production: 94 Units Closed Leader’s Club Recipient for Volume Productions: $15 Million Closed Leader’s Club Recipient for Both Volume and Unit Production Customer Service Achievement Recipient Award (Top 2% of CEG - 2022) Firecracker Award Recipient (Jan, April, May, August (2020) Employee of the Month Recipient - January, March, April, May, August (2021) Employee of the Month Recipient - January, February, March, April, October, November (2022) Professional & Community Affiliations

Affiliate of Columbus Urban League

Cooperative for Custom Clothiers and Tailors, Turkey, India, Hong Kong Trade In – Trade Up (donations of gently used suits)

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