Customer Service Call Center

ANTHONY HALL

Clarkston, GA

678-***-**** òtonyhall329@gmail.com

www.linkedin.com/in/anthony-hall-422b8b30

Director/Manager ò Customer Service Advocate ò Project Management

Sales/Marketingò Financial Planning ò Training/Staff Development

A personable, results-driven, Call Center Manager/Customer Service Professional with over 25 years of experience demonstrating year-over-year improvements in sales and marketing efforts, operational, revenue generation, customer service ratings and team productivity. Knowledgeable with call handling/agent utilization, cost per contact, quality/customer satisfaction, and balanced scorecards that include (ACD-ABN-CHT-FCR) and other combined call center metrics. All-encompassing call center familiarity, particularly accomplished in coaching, team building, and motivating team members. Maintain an uncompromising focus on high quality standards and bottom-line profit improvements. Excel at turning under-producing individuals into teams that work efficiently and exceed all expectations. Customer service orientated and excellent at performing crisis management and ensuring customer loyalty and retention.

Selected Highlights

Developed innovative educational, tracking, and incentive processes that improved employee morale and increased contributions to the call handling capacity by an unprecedented 89%.

Orchestrated training methods that effectively remedied sub-standard performance, enabling employees to achieve or exceed all key performance indicators.

Constructed a culture of excellence and prioritized customer satisfaction to include measurement and continuous improvement.

Diagnosed improvement opportunities in call center and developed improved procedures to maximize productivity and customer service efforts.

Conceptualized ground-breaking programs that saved the company $1.2 million annually, with Total Quality Management and strategic planning of available resources.

Core Competencies

Staff Supervision

Operations Management

Training/Development

Customer Service

Salesforce

Scheduling/Delegation

Customer Relationship Management

Conflict Resolution

Product/Service Knowledge

Zendesk

Relationship Building

Policy Implementation

Professional Experience

Genesis Communications

Call Center Operations Manager 2015-Present

Atlanta, GA

Develop, manage and coach managers of inbound teams to build successful teams and deliver an exceptional customer experience.

Analyze team performance to drive improvement in KPIs, KMPs and close performance gaps.

Make decisions about business policies, managing risks and resolving employee issues.

Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives.

Identify training gaps and partner with support teams to improve performance.

Hold regular meetings to discuss performance trends and pass on corporate and local initiatives.

Interview and recommend candidates for hire.

Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance.

Take corrective action to manage performance as appropriate.

Respond to escalated customer service issues to ensure proper resolution.

Career Connections ò Norcross, GA ò 2012 –2015

Call Center/Operations Manager

Developed innovative educational, tracking, and incentive processes that improved employee morale and increased contributions to the call handling capacity by an unprecedented 89%.

Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service.

Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts and allowing for closer analysis of customer satisfaction.

Strengthened service development programs by integrating strong mentoring/coaching elements into new employee trainings.

Designed and instigated quality monitoring programs, responsible for ensuring high-quality customer service and customer experiences.

Established a culture of customer service excellence and customer satisfaction to include measurement and ensure continuous improvement.

Diagnosed improvement opportunities in call center and developed improved procedures to maximize productivity and customer service efforts.

Planned and forecasted staffing needs, assuring a strong team to maximize customer service efforts.

Consistently sought opportunities for professional development by voluntarily participating in industry trainings to garner techniques that enhanced productivity.

Handled complex problems and worked with customers to ensure all discrepancies were resolved quickly.

Attentively listened to the customer and analyzed the problem to offer a prompt resolution and ensure loyalty and repeat business.

Maintained relationships beyond complaints due to listening attentively and using tact and diplomacy to find a common ground and achieve win-win outcomes.

Commended by customers for exuding enthusiasm and empathy while directly focusing on meeting their specific needs.

Successfully managed a team of managers, supervisors and CSRs, employing previously developed procedures to motivate team to achieve maximum productivity and efficiency.

Bauerfeind USA ò Kennesaw, GA ò 2010 – 2012

Customer Service Senior Manager

Activated and managed strategic and tactical plans for daily operations, established work priorities, and addressed customer inquiries while continually meeting cost, productivity, and quality goals.

Orchestrated training methods that effectively remedied sub-standard performance, enabling employees to achieve or exceed all key performance indicators.

Instituted policies for handling customer inquiries and inbound/outbound sales while closely monitoring and analyzing customer satisfaction.

Constructed a culture of excellence and prioritized customer satisfaction in order to include measurement and continuous improvement.

Administered performance management by diagnosing improvement opportunities.

Provided effective feedback, coaching, training, professional development, and corrective action plans to build and maintain high rate of customer satisfaction.

Recruited, trained and mentored new hires and achieved a 95% retention rate.

Drove company profitability metrics, employee engagement, and customer experience through change and innovation as a supportive leader.

Responsible for the development of employees, continually improving their ability to increase net operating profit.

Mastered multiple leadership roles including business acumen trainer, hiring and training coordinator, supervisor, customer assistant supervisor, operations manager, customer experience manager, customer solutions manager and sales manager.

Garnered expertise in database systems to track customer information, file confidential records and document financial reports.

ADT Security Systems ò Clarkston, GA ò 2006 – 2010

Customer Service Manager

Solely responsible for the daily supervision and coaching of the Customer Service team, singlehandedly managing 400 employees.

Exercised independent judgment to effectively plan and organize work schedules and staffing to regularly achieve or exceed company expectations.

Efficiently and professionally handled call escalations from CSRs and responded to customers inquires with follow up letters.

Responsible for recruitment, hiring, orientation, managing people development, and maintaining diversity of call center customer service reps.

Conceptualized ground-breaking programs that saved the company $1.2 million annually, with Total Quality Management and strategic planning of available resources.

Trained team members on managing difficult and aggravated customers in a polite and effective manner, thereby growing the team member’s skill set and drastically improving work performance.

Created, managed and oversaw strategic and tactical plans for daily operations.

Rigorously reviewed call center statistics to ensure all quality assurance standards were met.

Increased revenues by over 62% and achieved record number of sales and customer service ratings.

Maximized profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer.

Administered techniques to extensively enhance customer follow-up procedures.

Maintained a detailed delivery calendar to coordinate schedules, installation consultations and appointments.

Captured and entered confidential information into specific files and forms from recorded material.

Handled a high-volume customer call log by developing organizational strategies to accelerate the telesales process.

Ensured satisfaction throughout the entire customer service process, from initial greeting to order completion.

Memorized company product offerings, contributing to high sales volume by effectively communicating product benefits.

Cross-trained and provided additional support to other customer service representatives in time of need.

Additional Credentials

Technical Skills

AVAYA CMS / IEX Total View / Predictive Dialers / IVR / ACD / Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher) / Microsoft Visio / Microsoft SharePoint / ERPAG / Sage 300 Online / iBE.net/ Basecamp / QuickBooks / Dropbox / Basecamp / Booker / NetSuite / Internet / Front Desk /Nice/and call center reporting.

Honors & Awards

Highest Customer Satisfaction Ratings in Apple Network– Career Connections

Professional Development

AMA Key Management Practices webinar

Online Management Training and Leaderships Skills Course – Master Class Management.

American Management Association Management Development Certifications

Organizations

World Federation of People Management Associations (WFPMA)

The Association of Business Process Management International (ABPMP)

American Management Association

Volunteering Experience

Red Cross /Chess Club/Big Brother, Big Sister /Church instructor /Board Member Raising Expectations (Mentoring program for young men in the metro area.)

Interests

Family Time, Traveling, Reading

Detailed Professional References Available upon Request

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