Anthony Behunin

Daily Tasks

• Conducted outbound calling to customers in order to fill Call Board
• Compiled status and performance reports for team leaders to address company strengths and weaknesses.
• Tracked, counted, monitored, and updated Daily Call Board in order to achieve Daily Call Count.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Sat with team members daily and scored calls in real time using a custom Quality Assurance Form.
• Sought ways to improve processes and services provided.
• Developed and updated databases to handle customer data.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Followed up with customers about resolved issues to maintain high standards of customer service.Training
• Built and conducted trainings on topics including:

Overcoming Objections

The Six Steps

Maintenance Plan Sales and Management

Homeowner/Tenant Processes & Procedures

• Implemented company policies and scripts to consistently achieve call-time and quality standards.
• Boosted customer service satisfaction ratings through consistent quality control.
• Maintained and cascaded up-to-date knowledge of product and service changes.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Trained new personnel regarding company operations, policies and services.

Teamwork/Development

• Created and played Call Center Games to boost morale and employee engagement.
• Organize and participate in quarterly team outings.
• Weekly 1on1's with every team member in my department.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Worked closely with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Personal Growth

• Received certification for Senior Leadership Training through Nexstar.
• Completed trainings and certifications within Service Titan
• Traveled states to visit other Home Service shops and collect best practices from across the country.
• Sought out extra training opportunities to enhance customer relationship management abilities.

Notable Feats

• Updated and restructured Monthly Maintenance Plan
• Created tools to better track availability, call counts, and call goals on a daily basis.
• Designed 4 department-wide schedule and identified staffing needs to allow for 24 hour service.
• Developed Customer Care Department to provide upstanding, white glove service to priority customers.

CEP (May 2020 - Nov 2021)

• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Genius (Nov 2021 - Jan 2023)

• Trained staff on operating procedures and company services.
• Cross-trained and backed up other customer service managers.
• Trained new personnel regarding company operations, policies and services.
• Maintained an up to date version of all company processes and procedures.
• Responsible for booking error identification and correction.
• Daily Reporting and Analysis of Call Center Data.