Anthony Castro-Peterson
Orem,UT
Summary
Hardworking Operations Supervisor with a proven track record of effectively de-escalating challenging situations, maintaining a strong attention to detail, and an unwavering work ethic. Proficient in providing support to customer service teams by addressing escalated issues and offering troubleshooting assistance. Approach every interaction with a performance-oriented mindset. Successfully managed and led teams, implementing process improvements that have significantly enhanced operational efficiency and team productivity. Strong problem-solving and communication skills drive team success.
Overview
10
10
years of professional experience
Work History
Supervisor, Contact Center
Global Payments
11.2020 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Monitored Calls to improve the quality of the customer experience and uphold company expectations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for the team.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for team members, identifying areas of improvement and guiding professional development plans.
- Mentored 15 frontline agents in their career development, sharing knowledge from years of experience, and resulting in internal growth.
CSR Lead
Global Payments
05.2019 - 11.2020
- Helped team members handle incoming calls and managed escalated needs with targeted resolutions
- Lead meetings and huddles to address current company changes and updates
- Guided and trained classes of new team members under the department's expectations and procedures
- Addressed and worked with individuals to help correct any training ops or improve their Customer service skills
- Upheld and maintained previous expectations from a Customer Service Representative position
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
Customer Service Representative
Global Payments
06.2016 - 05.2019
- Help maintain relationships with clients by answering questions and resolving current issues
- Review account information such as fees and statements to help determine the best course of action for the customer and the company
- Answer internal questions and discuss possible options for customers with the team over the phone or as floor support
- Perform technical troubleshooting and on phone support with product issues
- Handle escalated situations with clients and work along side with management to determine the best outcome
- Work a ticketing system to answer questions and perform online tasks for clients as well internal agents
- Help retain accounts by following up with customers and discussing the best options that is suited with their business
- Assisted with training internal employees and educated agents the proper procedures within the company
Guest Service Representative
Target Corporation
08.2015 - 06.2016
- Dealt and handled customer complaints
- Organized and sort products depending on the location in the store
- Communicated amongst other departments on behalf of our guest
- Handled and processed payments towards a credit line
- Organized and distributed defective products in the correct disposal situation, such as environmental hazard items
- Handled returns under the policy for the benefit of the company
- Produced and distributed personalized photos to the guests
- Covered the Guest service assistant or the Guest service team lead’s breaks which in return watches over the front end making sure everything is in fine motion for the guests as well handling the higher situations for the benefit of the company and guests as needed
- Provided and helped educate guests with the store credit and debit line cards and help them become a member
- Helped organized and place products back to their locations as needed
- Provided hospitality towards guest
- Inform and educate in a timely manner the credit line and debit line
Education
High School Diploma - undefined
Mountain Range High School
Westminster, CO2015
Skills
- CS/Technical support experience
- Professional demeanor
- Computer proficient
- Team leadership
- Operations management
- Complex Problem-solving
- Excellent Communication
- Process monitoring and improvement
- Coaching and mentoring
- Self-motivated
- Teamwork and collaboration
- Organizational skills
Earlier Experience
Guest Service Representative • Target Corporation • Westminster, CO • 2015 - 2016
Timeline
Supervisor, Contact Center
Global Payments
11.2020 - Current
CSR Lead
Global Payments
05.2019 - 11.2020
Customer Service Representative
Global Payments
06.2016 - 05.2019
Guest Service Representative
Target Corporation
08.2015 - 06.2016
High School Diploma - undefined
Mountain Range High School
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