Customer Service Experience

MALCOLM ANTHONY

+919********* *******.*********@*****.*** https://www.linkedin.com/in/malcolm-anthony-9b769113a/

Over a decade of diverse work experience spanning customer service to program management. Proven leadership skills with a track record of successfully managing and mentoring teams, fostering a culture of excellence and collaboration. Dedicated to enhancing the overall customer experience in every aspect.

PROFESSIONAL EXPERIENCE

Client Case Manager – Client Delivery Sterling RISQ - April 2024 – till date

•Oversee the delivery of high-quality background screening services to clients across various industries and regions.

•Prioritize client satisfaction and trust, consistently striving to deliver the best service possible.

•Manage a team of Verification Officers, ensuring cases are actioned within the given SLA and quality standards.

•Maintain daily reports and present monthly performance reports to clients, identifying areas for improvement.

•Share knowledge and expertise with colleagues to enhance team performance and service quality.

Manager – Program Delivery

XED Institute of Management - Sep 2022 – March 2024

•Managed a team of 10 program coordinators, ensuring prompt resolution of all tickets within the designated Service Level Agreement (SLA).

•Established and maintained strong relationships with stakeholders, ensuring collaborative success.

•Consistently exceeded Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Senior Program Coordinator – Admissions

Emeritus - Sep 2018 – Aug 2022

•Prioritized customer satisfaction, resolving post-admissions queries and ensuring a smooth learning experience.

•Successfully adapted to internal promotions, showcasing versatility and commitment.

•Conducted training and refreshers for new process updates.

Senior Collections Agent

First Credit Services - Mar 2017 – Sep 2018

•Strong negotiation skills, successfully negotiating mutually profitable arrangements with clients.

•Dedicated to enhancing the overall customer experience in every aspect.

Senior Customer Service Executive

Altisource Business Solutions Pvt Ltd, Mar 2015 – Mar 2017

JP Morgan Chase PVT LTD, India, Sep 2010 – Dec 2014

Zenta PVT LTD, India, Feb 2009 – Aug 2010 Wipro PVT LTD, Jun 2007 – Jan 2009

•Conducted daily huddles for the floor and updated the team on their performance.

•Addressed customer queries, concerns, and requests through various communication channels such as phone, email, and live chat.

•Handled escalation calls with a tactful and solutions-oriented mindset, resolving issues effectively and maintaining customer satisfaction.

•Updated and meticulously maintained customer databases with accurate and pertinent information.

•Proactively sought feedback, gauging customer satisfaction levels, and taking appropriate actions to enhance the overall customer experience.

•Achieved and maintained key performance indicators (KPIs) related to response times, customer satisfaction

scores, and other relevant metrics within the team.

EDUCATION

Bachelor of Arts

Mumbai University, India Apr 2006

Leading Organizations and Change

Certificate achieved from MIT Management Executive Education – February 2021

•Leadership Skills

•Team Management

•Customer Service

•Customer Retention

•Negotiation Skills

•Excellent Communication

•Performance and Result Orientation • Stakeholder Relationship

•Best CSAT team of the quarter – October 2010 to December 2010

•Star of the Quarter – July to September 2021

•Mentored new hires

•Worked on back-office projects

•Process improvements

Malcolm Anthony

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