Phone Representative Call Center
Resume:
Anthony Arthur
Orlando, FL *****
PROFESSIONAL SUMMARY:
I have over 10 years of experience as a Training Specialist, Project Manager, Service Operations Team Lead and Call Center Supervisor.
More than 5 Years of experience in Applicable system training, Training Modules and Product Training Content
Experience with successfully completing all improvement/ongoing education and training related to Technical, Applications, Sales and Billing systems.
Experience Trained call center staff on newly acquired systems, implemented new skills training courses
SKILLS:
Application system training
Training Modules
Human Resource
Customer Info
Product Training Content
Loan IQ
EXPERIENCE:
ACCENTURE FEB 2021 - PRESENT
ACCENTURE- WELLS FARGO
SENIOR REPORTING ANALYSIS
Analyze trends and turn them into actionable insights across functions Deliver ad hoc and standard reports timely and accurately
Reconcile general ledger
Review interest calculation to make sure loans are at correct rate.
Provide technical and analytical support to Data Analysts Maintain Reports inventory and distribution lists.
Identify and highlight trends and patterns in datasets.
ACCENTURE- MASS HEALTH TEMPUS
SERVICE OPERATIONS TEAM LEAD / TRAINING SPECIALIST
Managed subcontracts in accordance with Accenture policies and procedures, applicable laws, and customer requirements
Train, Coach and monitor phone representative to make sure client requirements for dealing with their customers was met.
Developed product training content for new and previously deployed products
ACCENTURE- STATE OF MICHIGAN-UNEMPLOYEMENT INSURANCE
SERVICE OPERATIONS TEAM LEAD
Manage day to day operations with supervisory authority over a team of call center agents.
Interface with delivery leadership daily.
Manage service delivery including but not limited to call volume, quality control, workflow management and reporting. Measuring and analyzing reporting metrics Coaching, mentoring, and developing direct reports. .
Motivating and leading.
VSA-SEPTA MAR 2018-JUN 2019
PROJECT MANAGER / TRAINING SPECIALIST
Facilitate hiring process from interviewing to assessing, to ultimately rendering final judgement
Cross reference time logs to ensure proper payroll disbursement each pay period
Establish consistent communications with SEPTA, updating the client on quality assurance
Coach, Train and develop a diverse staff of over 45 customer service representative
Generated schedules for entire staff of customer service representatives across all shifts
Contribute to regularly scheduled client meetings, providing updates and solutions to system processes
Maintain poise and professionalism while deescalating calls concerning customer complaints
Diligently manage staffing levels, providing assurance that the optimal number of agents are available each shift
I-NETDESIGN GROUP, NEW ORLEANS LA SEP 2017-JUN 2018
PROJECT MANAGER / TRAINING SPECIALIST
Handled a full life cycle of customized projects from client discovery to full application development
Custom application and website testing while managing staff of 5 LAMP developers, and managing all aspects of projects
Developed and wrote detailed project specs from initial client discovery data, research, deploying our programming expertise, and managing client expectations and budget
FRONTIER COMMUNICATION OXNARD CALIFORNIA NOV 2015 - AUG 2017
TRAINING SPECIALIST
Facilitated all application system training
Trained new hires on revenue collections procedures, Analyzed new-hire training outcomes
Developed product training content for new and previously deployed products.
Measured, tracked, and evaluated employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
Provided clear feedback to the supervisory staff on the performance of individual employees.
Developed corrective action plans when required.
75% travel to and from client location to perform training functions
HOTWIRE COMMUNICATIONS OCT 2011-AUG 2015
CALL CENTER SUPERVISOR / TRAINING
Accurately assess strengths and developmental needs of a staff of 20-30 employees in my home office and the satellite office in Florida, simultaneously giving timely, specific feedback to drive positive behaviors and customer service results
Discuss, investigate, and resolve disputes, complaints and inquiries as well as interacting with other departments and business vendors to resolve problems/concerns to retain customer and increase revenue
Ensure optimum staffing levels through efficient monitoring of staff and achievement requirements to meet peak service demands
Recruiting and training new hire Customer Account Executives. Facilitated technical skills training for all new hire.
Trained call center staff on newly acquired systems, implemented new skills training courses
Ensured consultants adhered to company policies and promote the principles of the Hotwire Code of Conduct
Ensure staff adherence to schedules
Facilitated training of employees to assure the effective communication of the knowledge.
VERIZON COMMUNICATIONS APRIL 2008-JULY 2010
CONSULTANT
Responsible for meeting/exceeding corporate requirements for sales objectives by identifying customer needs and recommendation of Verizon voice, video and data products and services
Effectively handle request for new and existing customers for installation, disconnection or change in telephone, internet, and/or TV service
Discuss, investigate, and resolve disputes, complaints and inquiries as well as interacting with other departments and business vendors to resolve problems/concerns to retain customer and increase revenue
Responsible for successfully completing all improvement/ongoing education and training related to technical, applications, sales and Billing systems including competency tests
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