PegaSystems
Anthony Colón
Land O' Lakes,Florida
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
26
26
years of professional experience
Work History
Consumer Sales Consultant -Loyalty Team
Frontier Communications
10.2022 - Current
- Managed existing customer accounts to boost retention rates.
- Implemented practices and procedures to increase revenue and reduce customer churn.
- Optimized customer experience by interviewing customers to provide superior service recommendations and effectively troubleshooting concerns and issues.
- Negotiated product pricing on behalf of customer, securing favorable terms that contributed to customer retention.
- Maintained above 80% daily save rate while insure 90% 30 day save rate.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
Take the Lead- Sales Consultant
Frontier Communications
06.2020 - 10.2022
- Work with Residential and Business Field Techs to right size and upsell customers products to enhance the experience and grow company revenue.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Work to Migrate customers off legacy products and embrace current offer and show value in current product offerings while expanding our book of business
- Single Point of Contact for Techs in the field to resolve product issues and handle customer escalations while tech onsite.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used critical thinking to break down problems, evaluate solutions and make recommendations.
Consumer Sales Consultant
Frontier Communications
01.2019 - 06.2020
- Responsible for assisting customers with their residential home service needs for TV, Data, Phone and related Broadband service needs
- Provide customer with service recommendations to meet their needs by suggesting products and services that provide our customer with value.
- Gathered, organized and input information into digital database.
Team Lead – Account Associate Chat Team
Frontier Communications
06.2016 - 12.2018
- Support Team Supervisor by assisting Team members with order issues and product recommendations to help meet the Teams Monthly Key Performance Measure
- Work to find and establish best daily practices
- Provide Offline Assistance to center representatives with complex issues and systems support
- Run and review Daily Reports (Sales, Questionable and non-posted orders)
- Handle Customer Escalations
- Support Team by caring for order fallouts and issues
- Assist Team Supervisor with coaching and doing side by sides to identify and assist representatives improve and succeed at the day-to-day aspects of their jobs
- Review of Billing adjustments for customer accounts above frontline representative approval cap
- Verifying adjustments are warranted and properly documented and fall with company and PUC guidelines
- Lead weekly huddle calls to keep team up to date on all current and upcoming product and system changes
- Work with boot camp team to improve Individual representative metrics to help meet center goals and Targets
- Work as Subject Matter Expert on Pega Systems during its implantation as we transition from Legacy Platform.
- Organized and detail-oriented with a strong work ethic.
- Educated staff on organizational mission and goals to help employees achieve success.
Chat- Account Associate
Verizon/ Frontier Communications
12.2014 - 06.2016
- Chat- Account Associate
- Consistently provide genuine, friendly, personable, and professional customer service via Chat/ Email
- Assist New customers with professional product recommendations geared at meeting customers service and budget needs
- Answers Existing customers with questions and concerns regarding billing
- While also suggesting various product options that are available to best fit a customer’s needs
- Managed and responded to correspondence and inquiries from customers.
- Prepare orders for new installations and product upgrades
- Double check order details for accuracy, pricing errors
- Provide customers with order status
- Follow up and close all open cases
- Documents all conversations, interactions, and solutions provided within customer notes
- Ensure prompt and proper resolution of customer queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.
Retention Customer Contact Sales Associate
Verizon Communications Inc
05.2013 - 12.2014
- Responsible for retaining customers by showing value in Verizon products and recommending services to better service customer needs and values
- Help to maintain and continue growth for our company by helping customer see the benefits of maintaining their relationship with Verizon
- Multiple system knowledge
- Ability to de-escalate customer interactions by providing solutions that resolve their issues in a positive way for both the customer and Verizon
- Take ownership of customer concerns to ensure customers first call is the only call for that issue.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Customer Contact Sales Associate
Verizon Communications Inc
03.2008 - 05.2013
- Customer Contact Sales Associate
- Responsible for assisting customers with their residential home service needs for TV, Data, Phone and related Broadband service needs
- Provide customer with service recommendations to meet their needs by suggesting products and services that provide our customer with value
- Selected to participate in the Training Champions Program.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Customer Service Supervisor
Aetna Global Benefits
04.2006 - 05.2007
- Responsible for supervising mixed team of 25 to 30 employees in-house and Work-at-Home; Customer Service Representatives, Claim Benefit Specialist, and Customer Service Consultants handling day to day operational issues
- Maintained positive working relationships with the entire crew to foster a collaborative environment on set.
- Perform coaching to develop and maintain a word class service team
- Perform Gap analysis for service deficiencies and develop plans to overcome and eliminate service issues
- Manage and participate in projects to improve current and future business goals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Corporate Field Trainer
Aetna
04.2003 - 04.2006
- Participated in providing performance analysis with business leaders to identify performance gaps, and provide appropriate training interventions, and other variables required to improve business performance
- Developed lesson plans, instructional materials for in person and computer based training courses.
- Increased employee satisfaction by offering ongoing professional development opportunities.
- Initiates & participates in the administrative process of performance management
- Promotes the effective use of technologies and provides appropriate development to build staff competency.
- Developed tailored training materials for diverse learning styles, ensuring maximum retention of information.
Service Consultant
Aetna
06.2000 - 04.2003
- Assists members regarding claim payments, plan benefits, and policy structures
- Maintained up-to-date knowledge of product and service changes.
- Perform claim processing to expedite payment for healthcare providers and facilities and also to resolve disputes between providers and Aetna regarding medical claims.
- Documented payment details and personal information on customer accounts.
- Processed insurance payments and maintained accurate documentation of payments.
Provider Relations Representative
Oxford Health Plans
02.1998 - 06.2000
- Provider Relations specialist working with Physicians, Facilities and Hospitals.
- Answered provider inquiries via email and telephone and written correspondence.
- Assisted providers in navigating through various reimbursement processes, resulting in timely payments and reduced financial disputes between parties.
- Review Claims to ensure accuracy and coding are correct.
- Collaborated with internal departments to resolve complex provider issues, maintaining positive relationships and open communication channels.
- Strengthened provider networks through regular outreach and relationship building activities.
Education
Associate of Arts Degree, Business Management - Bussines
Hillsborough Community College
Tampa, Florida05.2000
High School Diploma -
Land O Lakes Senior High School
Land O Lakes, Florida05.1990
Skills
- MS Office
- PegaSystems
- Triad
- Simpl
- Customer Relationship Management
- Problem-Solving
- Issue Resolution
- Subject Matter Expert
- Client rapport
- Best Practices Implementation
- Team Leadership & Development
- Dependable and Responsible
Software
MS Office
Triad
SIMPL
Wood Working, Auto Enthusiast
Home Renovation Projects.
Furniture Making.
Cabinet Making
Car and Engine Modifications
Languages
Spanish
Limited Working
Timeline
Consumer Sales Consultant -Loyalty Team
Frontier Communications
10.2022 - Current
Take the Lead- Sales Consultant
Frontier Communications
06.2020 - 10.2022
Consumer Sales Consultant
Frontier Communications
01.2019 - 06.2020
Team Lead – Account Associate Chat Team
Frontier Communications
06.2016 - 12.2018
Chat- Account Associate
Verizon/ Frontier Communications
12.2014 - 06.2016
Retention Customer Contact Sales Associate
Verizon Communications Inc
05.2013 - 12.2014
Customer Contact Sales Associate
Verizon Communications Inc
03.2008 - 05.2013
Customer Service Supervisor
Aetna Global Benefits
04.2006 - 05.2007
Corporate Field Trainer
Aetna
04.2003 - 04.2006
Service Consultant
Aetna
06.2000 - 04.2003
Provider Relations Representative
Oxford Health Plans
02.1998 - 06.2000
Associate of Arts Degree, Business Management - Bussines
Hillsborough Community College
High School Diploma -
Land O Lakes Senior High School