Anthony Carrol
Rochester,NY
Summary
Versatile Senior Manager specializing in business development and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
23
23
years of professional experience
Work History
Contact Center Sr. Manager
Maximus
01.2019 - Current
- Responsible for the strategic daily operational oversight, performance of the Call Center, within the Contact Center, work closely with QC, WFM and task teams to exceed client and project expectations
- Drive positive behaviors to exceed goals and objectives
- Oversee the daily operations to ensure performance metrics are met
- Responsible for identifying and resolving issues, problems, and concerns with employees as well as the client
- Maintain updated knowledge of the performance requirements as well as corporate and project policies and procedures
- Provide assistance and updates to staff regarding these policies and procedures
- Recommend changes to policies and establishes procedures
- Ensure that Maximus is in compliance with all applicable requirements of the contract, state, and federal regulations, and the terms and conditions of the RFP
- Collaborate with the NY Department of Health and Maximus staff to ensure open communication, cooperation, and timely issue resolution
- Develop performance goals and objectives and monitor the achievement of the goals
- Assist in the creation and implementation of innovative methodologies to improve operations
- Oversee quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures
- Complete daily and weekly reports
- Compile and analyzes daily, weekly, and monthly statistics
- Monitor the Contact Center to be sure it meets all ISO compliance standards.
Contact Center Manager
Maximus
01.2016 - 03.2019
- Responsible for activities related to Call Center Management, including, Customer Service, and Customer Service Representative Management
- Have a detailed knowledge of the Contact Centers performance, communicate corporate and project policies and procedures effectively
- Monitor goals and objectives for the center as well as be ISO prepared
- Provide coaching and direction to supervisors to identify and close gaps in performance
- Review daily, weekly, and monthly reports to identify outliers and prepare a plan of action for improvement
- Communicate with peers and upper management on teams performance
- Meet with team daily, weekly and monthly to cover trends in performance
- Answer to ADHOC request from upper management when needed
- Compile and analyze daily, weekly, monthly statistics.
Operations Manager
Sutherland Global Services
01.2009 - 01.2016
- Managed the Midwest and Southeast sales division for the AT&T U-verse project in Rochester
- Recruited to open Sutherland’s new site in Colombia, South America which is a sales division for the AT&T clients
- Surpassed center sales goals by 15% or better from 2009 - 2014
- Contributed over $3 million in annual revenue to the company’s bottom line
- Coached and trained the most sales consultants to be promoted, to lead projects or manage a division.
Sales Manager
Sutherland Global Services
01.2003 - 01.2009
- Managed 16 sales consultants to exceed revenue target on a yearly bases
- Coached consultants to communicate to businesses using the proper business plans
- Trained on the different closing methods used to create urgency in the buying process
- Results: Sales teams stayed above 110% revenue goal each year
- Ranked as the top team for repeat business
- Trained sales team members to move into management positions.
Sales Associate
Sutherland Global Services
01.2001 - 01.2003
- (MPLS, T-1, Bonded pairs, DSL to OCs, VOIP, call solutions.) Use of Salesforce, CRM and proposal writing is a strong point
- Top salesperson award along with stock purchase rights awarded by the CEO
- Accomplished in the 1st year at the company
- Exceed goals by 20% or more each year
- Maintained 110% of CSAT goal monthly
- Promoted to sales manager in 2003.
Education
B.S., Market Management -
Virginia State University
Petersburg, VirginiaSkills
- Computer Skills
- Administration and Reporting
- Technical Proficiency
- Data Analytics
- Shift Scheduling and Schedule Management
- Budget Management
- Process Improvement
- Employee Development
- Problem Resolution
- MS Office
- Analytical Thinking
Military Service
United States Marine Corps, 1988-01-01, 1992-01-01
Timeline
Contact Center Sr. Manager
Maximus
01.2019 - Current
Contact Center Manager
Maximus
01.2016 - 03.2019
Operations Manager
Sutherland Global Services
01.2009 - 01.2016
Sales Manager
Sutherland Global Services
01.2003 - 01.2009
Sales Associate
Sutherland Global Services
01.2001 - 01.2003
B.S., Market Management -
Virginia State University