Alexander Anderson

● Oversaw end-to-end business processes to maintain proficiency and profitability.

● Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.

● Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.

● Consulted with customers to assess needs and propose optimal solutions.

● Cultivated strong relationships with suppliers/vendors to secure favorable pricing agreements for materials/services needed for daily operations.

● Exceeded revenue targets through effective marketing strategies and expanding product offerings.

● Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Achieved top-tier customer satisfaction ratings on various yacht charter platforms.

• Responsible for procurement, contractual negotiations and vendor performance of 4-6 Global Partners
• Instituted bonus and penalty structure to incentivize top vendor performance, while holding bottom performers accountable
• Implemented continuous improvement initiatives within the customer service vertical , driving operational excellence and reduction of waste throughout the organization
• Cultivated strong relationships with vendors, partners, and internal cross functional teams
• Coordinated and led global summits, seminars and meetings for the internal Global Outsourcing team and external clients
• Built and managed processes/reporting for tracking and monitoring department performance resulting in a 25% boost in productivity, and better visibility into customer satisfaction risks and fraud
• Hired approximately 280 managerial level candidates, managed a team of 1-4 vendor managers, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
• Negotiated and executed contracts on behalf of department
• Successfully projected managed three global metric changes across the internal and external customer service organization
• Global project leader for two major CRM launches for the internal and external customer service organization
• Streamlined procurement processes for increased efficiency in sourcing, negotiating, and contracting with vendors
• Developed comprehensive vendor management policies, ensuring consistency in vendor selection, evaluation, and performance monitoring across the organization
• Led cross-functional project teams to evaluate new technologies and solutions for integration into the company''s customer experience strategy
• Supported the organization''s strategic goals by identifying and onboarding suppliers with innovative solutions and services that aligned with company objectives
• Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success

• Managed a team of 7 customer service managers and 200 customer service representatives, fostering a positive work environment focused on teamwork and collaboration
• Oversaw 7 different core business groups/departments
• Created and analyze complex data to set operation priorities and departmental goals (KPIs)
• Responsible for a 15% increase in total revenue for 2 core businesses within the Amazon portfolio, by implementing fraud reduction measures and increased product training
• Responsible for a 50% increase in departmental operational efficiency and a 75% reduction in total departmental operational costs
• Developed and championed incentive plan to incentivize line staff productivity and performance
• Responsible for negotiating and overseeing vendor support for core business groups
• Oversaw and responsible for speech analytics time to escalation reduction
• Collaborated with upper management to improve customer service processes and support structures company-wide
• Developed customer service scorecards to measure customer service performance
• Enhanced customer satisfaction by streamlining support processes and implementing new strategies
• Implemented quality control measures to maintain high standards of service across all touchpoints within the organization
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags

• Oversaw a team of 7 international trade experts providing services to 330 trade offices in 100 countries
• Served as executive staff lead to develop and submit formal application to ICANN to establish a top-level domain for the WTCA and its member trade offices
• Commissioned development of new web site and social platform in accordance with business plan and established Board Committee objectives
• Conducted departmental evaluation within first month and recommended to Executive Vice President re-staffing plan to better align department to achieve business plan objectives
• Organized Association pavilion at MIPIM property development trade show in Cannes, France, implementing booth redesign and process improvements and doing so within budgeted guidelines
• Organized regional customer development meetings for trade offices in the Americas and Europe, Middle East and Africa, developing timely agendas and networking forums to drive member attendance
• Served as chief spokesperson with the media on Association matters
• Oversaw creation of monthly newsletter, quarterly newspaper and numerous Association publications
• Responsible for dispute resolution of breakdown in member host preparations for major event in Africa
• Extensive international travel comprising over 50 percent of the time to
• Brokered establishment of affinity corporate partnerships to drive value to the membership
• Championed Association-wide effort to transform the membership experience at WTCA among staff
• Served as lead brand authority with a focus on brand compliance by the membership, interfacing routinely with legal counsel on matters of brand trademark protection worldwide.

• Lead Customer Experience Transformation initiative resulting in improvement of the end-to-end customer experience
• Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff
• Manage staff of 13 on-site supervisors and 180 non-exempt employees
• Managed and provided on-site support to domestic and international service partners (430 Employees)
• Experience in building and motivating teams to exceed organizational objectives
• Analyze statistical data to identify trends to improve productivity
• Oversee all new telephone troubleshooting related product development
• Maintain all regulatory requirements to avoid penalties
• Achieved 25% revenue increase year over year
• Manage the regulatory relationship with the various governing bodies (Public Service Commission and Federal Communication Commission)
• Own the Better Business Bureau relationship – Achieved A+ rating increase
• Achieved operational excellence by streamlining processes and implementing best practices
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditure
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches

• Developed and Managed the social media and communication team
• Created and managed all social media outlet points of contact (Face book, YouTube, MySpace, Four Square and Twitter)
• Spokesperson for Charter Communication Social Media Program
• Monitored, tracked and responded to all online press releases and blogs
• Enhanced brand visibility by developing and implementing strategic communication plans
• Streamlined internal communication processes by creating a centralized information hub for employees.
• Managed crisis communications, minimizing potential damage to company reputation
• Developed compelling content for company website and social media channels, driving user engagement and conversions
• Implemented comprehensive analytics tracking systems to monitor the success of communication campaigns and make data-driven decisions

• Managed staff of 20 Call Center Representative
• Analyzed statistical data to identify trends and improve productivity
• Reduced employee turnover by implementing targeted training programs and performance evaluations
• Collaborated with cross-functional teams to develop solutions for recurring customer complaint
• Implemented quality assurance measures to ensure adherence to company standards and policies
• Increased first-call resolution rate through effective coaching and mentoring of team members
• Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
• Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
• Developed new employees and on-going performance assessment of current employees.

• Evaluated customer interactions of High Speed Data Representatives
• Analyzed statistical data to identify trends and improve productivity
• Coached and developed both management and line employees
• Identified and executed in-house marketing incentives
• Responsible for in-house branding campaigns for the internet department
• Created and maintained call center evaluation materials.

• Troubleshoot and provide tech support to subscribers
• Configure operating systems, network settings, and Microsoft Outlook
• Interface with customers, addressing billing concerns and repair issues
• Mentor and assist fellow colleagues, with advanced technical support
• Generate revenue, by up selling promotional packages and products.

• Managed daily activities within budget, interfaced with vendors and supervised staff of 50
• Increased productivity and revenue with a 25% growth
• Implement orientation and training procedures new hires.

• Design and maintain patient billing database
• Manage employee staffing and scheduling, staff of 20
• Developed training manual for office and provided training on orientation and usage.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
• Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.