Anthony Clark

Work History

Tipico Sportsbook

Hoboken, NJ

10.2022 - Current

Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Demonstrated products to show potential customers benefits and advantages and encourage downloads.
Achieved sales goals and service targets by cultivating and securing new customer relationships.
Recruited, interviewed, hired employees, and implemented mentoring programs to promote positive feedback and engagement.
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Managed revenue models, process flows, operations support, and customer engagement strategies.
Provided VIP customers with customized promotions that increased VIP activity by 45%.

WynnBet

Jersey City, NJ

06.2021 - 10.2022

Managed 15 employees and two direct reporting managers, constructed weekly schedules, fostered career development and succession planning
Increased employee engagement by creating multiple contests to motivate associates to achieve specific KPIs
Handled complaints, provided appropriate solutions and alternatives within proper timeframes, and followed up to achieve resolution.
Identified and implemented new policies and reworked and streamlined business strategies
Increased profits by 35% by redesigning the clientele loyalty program
Analyzed and monitored performance metrics, including those from the customer experience survey, ultimately increasing customer contact experience by 39%
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Managed revenue models, process flows, operations support, and customer engagement strategies.

Fanduel Group

Jersey City, NJ

09.2020 - 10.2021

Direct team of 8-12 to achieve service initiative objective and maximize customer satisfaction, successfully assisting 1000+ customers consistently
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
Manage monthly customer service metrics; evaluate customer satisfaction, call volumes, and customer complaints; and develop and implement plans to correct deficiencies in service
Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service
Strengthen relationships with key internal staff across marketing, compliance, and quality assurance departments to optimize customer service processes and procedures.

Fanduel Group

Hoboken, NJ

08.2019 - 09.2020

Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams
Trained staff and monitored progress for the extent of their probationary period while achieving high productivity levels, handling 100+ calls and chats weekly during the off-season and averaging 700+ calls and chats daily in peak season
Promoted to manage additional responsibilities as Special Projects Coordinator, collaborating with the Customer Experience Department, providing expert feedback and data to smooth user ability for the app and website
Maintained a 98% satisfaction rate while maintaining SLA standards and closely assisting compliance with responsible gambling policy
Resolved customer service issues using company processes and policies and provided updates to customers

Fanduel Group

Hoboken, NJ

01.2019 - 08.2019

Maintained 95% rating for each metric that the company used to rate call associates
Educated clients on the promotions as well as navigation of the website
Documented and detailed calls and complaints using the call center's CRM database.
Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
Sought out extra training opportunities to enhance customer relationship management abilities.
Escalated complicated customer account issues to supervisors and help desk workers.
Updated account information to maintain customer records.