Anthony Edwards
Morrisville,NC
Summary
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
7
7
years of professional experience
Work History
Contact Center Lead
Ciox Healthcare
04.2021 - Current
- Created, established GAP Team under direction of Senior Leadership.
- Collaborated with senior leadership to enhance outreach training to bridge a gap from start of onboarding through training and going live.
- Maintained a consistent status of 90% or higher for Retention while GAP Program was live.
- Responsible for exercising good judgment in supervising and coaching a team of top performing agents to provide excellent in the moment feedback to new hire Outreach Agents with their questions and concerns with any Job Aid for a process and or procedure
- Adapt and pivot as a Specialty Team Leader to learn all Front Line skills and excel in Inbound, Attestations, Escalations, Resource Desk and Pacing.
- Monitored SLAs for providing support to the Inbound Teams while maintaining various secondary skills to keep team efficient and productive to support business needs.
Call Center Supervisor
Maximus
01.2021 - 03.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised a team of Inbound/Outbound customer service agents providing excellent customer service to callers requiring assistance for healthcare issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Customer Service Manager
LapCorp
01.2020 - 12.2020
- Managed a team of 10 Supervisors, 20 Associates and over 150 agents for my department.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maximized performance by monitoring daily activities and mentoring a team of supervisors.
Customer Service Associate
LapCorp
01.2017 - 12.2019
- Coached employees through day-to-day work and complex problems.
- Managed all escalations from customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with clients to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
Bachelor of Science - Behavioral Sciences
North Carolina Central University
Durham, NC12.2019
High School Diploma -
Hertford Countyearly College
Ahoskie, NC05.2014
Skills
- Report Preparation and Analysis
- Attention to Detail
- Microsoft Office
- Workflow Schedules
- Customer Service Management
- Employment Law
- Key Performance Indicator (KPI) Monitoring
- Multitasking Abilities
- Data Entry
- Problem-Solving
- Service Level Management
- Recruitment
Timeline
Contact Center Lead
Ciox Healthcare
04.2021 - Current
Call Center Supervisor
Maximus
01.2021 - 03.2021
Customer Service Manager
LapCorp
01.2020 - 12.2020
Customer Service Associate
LapCorp
01.2017 - 12.2019
Bachelor of Science - Behavioral Sciences
North Carolina Central University
High School Diploma -
Hertford Countyearly College