Anthony Dambrosio
Escanaba,MI
Summary
I consider myself an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Team Manager
Sutherland Global Services
10.2016 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Established team priorities, maintained schedules and monitored performance.
Support Staff Member
Sutherland Global Services
09.2012 - 10.2016
- Answered telephone and assisted callers by providing information or directing to appropriate employee.
- Provided administrative support for various departments, contributing to the smooth operation of the organization.
- Resolved customer inquiries with patience and empathy, fostering positive relationships with clients.
- Provided technical assistance to customers utilizing remote support tools.
- Volunteered to help with special projects of varying degrees of complexity.
Customer Service Representative
Sutherland Global Services
07.2006 - 09.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
No Degree - Business Management
Bay De Noc Community College
Escanaba, MIHigh School Diploma -
Troy Athens Highschool
Troy, MI06.1999
Skills
- Customer Focus
- Motivational Abilities
- Influencing skills
- Performance Coaching
- Game strategy
- Teamwork and Collaboration
- Problem Resolution
- Team Development
Accomplishments
- Achieved Leader of the Quarter Award 3 times during my tenure as a Team Manager through outside the box thinking to help motivate and encourage employees to be their best.
- Achieved several recognitions from my agents through our Employee Surveys. I have had them repeatedly come to me and thank me for the way I lead my team.
- Achieved countless client callout's through effectively helping with driving important KPIs to goal.
Timeline
Team Manager
Sutherland Global Services
10.2016 - Current
Support Staff Member
Sutherland Global Services
09.2012 - 10.2016
Customer Service Representative
Sutherland Global Services
07.2006 - 09.2016
No Degree - Business Management
Bay De Noc Community College
High School Diploma -
Troy Athens Highschool