ANTERRIO HOWARD
Summary
Results-oriented and highly motivated professional with over 5 years of experience leading customer support/success teams in the consumer tech product industry. Demonstrated expertise in implementing and managing various operational models for support, including in-house, outsourced, and hybrid approaches. Skilled in driving experimentation and rapid testing of solutions to optimize the customer support experience. Proven track record of success in high-growth tech start-ups, consistently meeting and exceeding expectations. Possesses strong leadership, problem-solving, and communication skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Program Supervisor
Georgia Department Of Community Affairs
03.2021 - 07.2023
- Led and managed a customer support/success team, ensuring adherence to company guidelines and achieving a 10% increase in productivity.
- Developed and implemented operational models for customer support, resulting in enhanced efficiency and improved customer satisfaction.
- Conducted experiments and rapid tests to identify and implement solutions for enhancing the customer support experience.
- Collaborated with cross-functional teams to streamline processes and optimize workflows.
- Reduced the time to proficiency for new hires by 30% through comprehensive training on support procedures.
- Leveraged expertise in community-driven products to provide tailored support to customers.
- Oversaw Trust & Safety teams, ensuring strict adherence to policies and guidelines.
- Implemented strategies to drive customer success and maximize customer lifetime value.
- Regularly communicated with senior management on program progress, challenges, and recommendations for improvement.
- Cultivated strong relationships with customers, stakeholders, and team members, utilizing excellent interpersonal skills.
- Demonstrated proficiency in various software and tools, including Microsoft Office and customer support platforms.
Product Operations Specialist
Instacart
08.2019 - 06.2021
- Investigated, triaged, and resolved issues with Instacart products and services, leveraging in-depth product expertise.
- Provided weekly incident reports to the executive management team, ensuring timely awareness of service level impact.
- Collaborated closely with operations, engineering, and product teams to gain a deep understanding of product functionality and create scalable knowledge documentation.
- Collaborated with engineering to provide support specifications and resources for end-user service requests.
- Created and maintained product-specific support resources based on technical content and data analysis.
- Aligned with engineering program management for roadmap and release planning procedures.
- Coordinated initiatives affecting multiple teams in collaboration with product managers, ensuring on-time delivery.
- Successfully resolved complex technical challenges, providing clear and accurate resolution paths for support tickets.
- Acted as the primary point of contact for engineering and operations teams during active incidents and outages.
- Collaborated with cross-functional teams to help improve operational workflow.
Executive Escalation Specialist
Instacart
04.2019 - 08.2019
- Resolved and addressed Better Business Bureau complaints and reviews, providing exceptional support to VIP customers.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Developed and implemented training programs to enhance performance and achieve optimal resolutions.
- Served as the primary escalation contact for clients, ensuring prompt resolution of their concerns.
- Maintained an updated ticket system and documented progress towards positive resolutions.
- Conducted in-depth research to identify and prevent recurring technical issues.
- Exhibited a calm and friendly demeanor while effectively de-escalating customer concerns.
- Monitored community forums to proactively identify and address emerging issues and trends.
- Investigated cases involving product or service defects, mitigating potential brand risks.
- Provided advanced administrative support to executives and senior management.
Technical Community Support Agent
Instacart
12.2018 - 04.2019
- Provided phone, chat, and email support to shoppers and customers.
- Identified common trends within support interactions and escalated as necessary.
- Delivered fast and comprehensive support resolutions through various channels.
- Demonstrated effective communication skills and exercised sound judgment in customer interactions.
- Proactively addressed customer issues and educated them on special pricing opportunities and company offerings.
- Documented conversations to trackrequests, problems, and solutions.
- Evaluated customer account information to assess current issues and determine appropriate solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Team Manager
Alorica
06.2015 - 12.2018
- Monitored daily duties of employees to ensure adherence to quality standards and procedures.
- Processed payroll and time-off requests.
- Facilitated effective communication on performance, goals, and coaching.
- Maximized customer satisfaction, streamlined procedures, and improved profitability.
- Assisted in de-escalating calls and tracked agent adherence.
- Conducted monthly quality assurance monitoring.
- Supervised and mentored a team of over 25 customer service representatives.
- Recruited and hired qualified candidates.
- Prepared and managed reports, manuals, and correspondence.
- Reviewed records and reports to monitor employee activities and evaluate performance.
- Conducted orientations and training sessions.
- Coordinated professional development opportunities among direct reports.
- Solved problems, handled escalated issues, and mitigated risks.
- Provided technical support for problem identification and resolution.
- Met with associates to establish realistic monthly goals.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Education
Information Technology
Generation USA
08.2023
High School Diploma -
Lee Senior High
05.2014
Skills
- Zendesk
- Google Suite
- G-space
- Slack
- Google Chat
- Dialpad
- GitHub
- Microsoft Office
- Team management
- Team Building
- Critical thinking
- Negotiation and Conflict Resolution
- Process Improvement
- Time Management
- Conflict Resolution
- Emotional Intelligence
Certification
IC3 (Internet and Computing Core)
Google IT Support by Google on Coursera
Timeline
Program Supervisor
Georgia Department Of Community Affairs
03.2021 - 07.2023
Product Operations Specialist
Instacart
08.2019 - 06.2021
Executive Escalation Specialist
Instacart
04.2019 - 08.2019
Technical Community Support Agent
Instacart
12.2018 - 04.2019
Team Manager
Alorica
06.2015 - 12.2018
Information Technology
Generation USA
High School Diploma -
Lee Senior High
IC3 (Internet and Computing Core)
Google IT Support by Google on Coursera
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