ANTHONY BATISTA
York,SC
Summary
Versatile professional with significant experience in emergency dispatch and customer service roles at Concentrix and General Motors, OnStar. Established track record of enhancing team performance through strategic coaching and thorough analysis, maintaining over 98% customer satisfaction. Adept in process optimization and promoting teamwork, guaranteeing compliance with industry standards while promptly addressing critical client requirements.
Overview
8
8
years of professional experience
Work History
Customer Service Representative (Emergency Dispatch)
Concentrix
Charlotte, NC
01.2025 - Current
- Navigate stressful and emotionally charged situations while maintaining a high level of customer service in the emergency dispatch environment.
- Summarize information accurately and efficiently based on what is communicated.
- Foster excellent interpersonal skills and ability to work collaboratively with all members of the Advance Care Advisors.
Emergency Dispatch Quality Analyst
General Motors, OnStar
Charlotte, NC
01.2022 - 11.2024
- Supervised, evaluated and/or audited a sampling of emergency dispatch call types and ensure agency efficiency requirements are met.
- Provided feedback/feed forward to certified emergency dispatch call takers on compliance to standards according to the International Academy of Emergency Dispatcher feedback timeline.
- Assessed and acquired root cause to non-compliant emergency dispatch call taker performance and report findings to improve overall business process.
Emergency Advisor
Concentrix
Charlotte, NC
04.2021 - 01.2022
- Assisted the OnStar member services with emergency calls and roadside assistance calls of an urgent nature.
- Handled approximately 30 inbound calls and conducted outbound calls to the general public daily in connection with emergency services offered by OnStar.
- Provided excellent customer service while using Emergency Medical Dispatch protocols to address critical lifesaving support and ensure that our customer satisfaction surveys were above 98% on every call.
Financial Crimes Specialist 2
Wells Fargo
Charlotte, NC
01.2017 - 06.2019
- Monitored transactions, accounts, and activities for suspicious or fraudulent behavior using various detection tools and techniques.
- Analyzed patterns and trends to identify potential instances of debit card, ACH, and/or debit card PIN fraud, including unauthorized transactions, theft, and other fraudulent activities.
- Recognized emerging fraud trends, such as card-not-present fraud and account takeover and implemented proactive measures to mitigate risks and keep customer satisfaction at a 99% rate for each case.
Education
Some College (No Degree) - Business Administration
BMCC
Brooklyn, NYSkills
- Solution-oriented approach
- Coaching and mentoring
- Team collaboration
- Strategic thinking
- Verbal and written communication
- Critical analysis
- Constructive feedback
- Cross-functional leadership
- Process optimization
- Attention to detail
Websites
Timeline
Customer Service Representative (Emergency Dispatch)
Concentrix
01.2025 - Current
Emergency Dispatch Quality Analyst
General Motors, OnStar
01.2022 - 11.2024
Emergency Advisor
Concentrix
04.2021 - 01.2022
Financial Crimes Specialist 2
Wells Fargo
01.2017 - 06.2019
Some College (No Degree) - Business Administration
BMCC
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