Anthony Jacob

• Trained and regularly mentored agents on performance-oriented strategies and customer service techniques.
• Took ownership of escalated customer issues and followed problems through to resolution.
• Assessed performances in order to determine training needs and formulate weekly progression plans for decreasing process opportunities.
• Kept accurate records to document agent attendance, performance, technical issues, trends, etc.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Collaborated with upper management to improve customer service processes and support structures company-wide.

• Held weekly meetings with entire team and individual team members to discuss updates in policies, best practices, goals, trends, and any other applicable topics.

• Developed and piloted a team of 8 employees responsible for organizing and implementing employee engagement activities for 200 employees.

• Recruited and trained employees, fostering customer service mission and objectives.

• Regularly met with with senior management to develop and implement appropriate plans to resolve unfavorable trends and enhance customer's experience..

• Conducted weekly quality performance feedback and performance appraisals for up to 15 agents at a time.

• Communicate effectively with customers via email and phone calls in order to fulfill requests for national telecommunications company.

• Utilize multiple systems to document interactions with customers and steps taken to complete customer's request.

• Actively assist fellow agents in fulfilling customer's requests and participated in team building exercises.

• Consistently met or surpassed personal goals set by

• Analyzed and reviewed effectiveness of campaigns to maximize results of engagement for small and medium businesses advertising on the platform.

• Explored new ways to engage and identify new marketing trends to reach the customer's target audience.

• Utilized multiple data collecting programs in order to obtain a comprehensive understanding of information and report it back to the customer.

• Directly communicated with small and medium business owners via chat, email, and phone to resolve issues and answer questions.

• Redesigned processes and analyzed and monitored results, improving customer service quality.

• Developed existing team into high productivity, results-oriented unit through creative initiatives.

• Led and directed a team of, on average, 20 agents on effective methods, operations and procedures.

• Allocated resources, optimizing operational performance and improving productivity.