Anthony Loverso
Customer Experience Leader
Anna,TX
Summary
Customer service professional supporting 6+ team members per shift and the patient-facing communication and intake demands of a Patient Access Representative role. Listens closely, answers questions, resolves concerns, and maintains calm, professional interactions in fast-changing environments. Brings ethical judgment, teamwork, and clear communication to help keep front-desk service organized and respectful.
Overview
2
2
Certifications
4
4
years of professional experience
Work History
Customer Experience Leader
The Kroger Co
McKinney, Texas
10.2024 - Current
- Support customers by listening to concerns, answering questions, and resolving issues professionally.
- Maintain accurate cash-handling procedures, contributing to 0.002% cash loss rate at a store with approximately $120 million in annual sales.
- Support team members during peak periods and help sustain a collaborative, effective workplace.
- Develop practical problem-solving and sound judgment to resolve service issues quickly in a fast-changing retail environment.
- Set clear expectations that reinforce positive customer experiences and consistent service standards.
- Communicate professionally with customers and teammates to keep interactions calm, clear, and productive.
- Maintain dependable, responsible, and professional work standards throughout daily customer service operations.
- Implemented training programs for staff to improve customer interaction and service delivery.
- Analyzed customer data to identify trends and inform strategic decision-making.
- Collaborated with cross-functional teams to streamline processes and enhance the customer journey.
- Led workshops focused on best practices in customer engagement and experience management.
- Trained and mentored new team members, improving overall team performance and knowledge base.
- Developed innovative solutions to address emerging customer needs, resulting in higher retention rates.
- Championed a company-wide culture shift towards customer-centricity, fostering an environment where every employee prioritized exceptional service delivery.
Front End Customer Service Associate
Wal-Mart Corp
McKinney, Texas
01.2023 - 10.2024
- Supported accurate checkout and loss-prevention practices, contributing to the store meeting its 0.15% shrink goal while generating approximately $50 million in annual sales.
- Resolved customer concerns by listening carefully, answering questions, and delivering calm, professional service at the front end.
- Collaborated with team members during peak periods to maintain efficient coverage and a team-focused workplace.
- Applied sound judgment and problem-solving to address service issues quickly and appropriately.
- Maintained dependable, responsible work standards in a fast-changing retail environment.
- Communicated clearly with customers and coworkers to support smooth daily operations and accurate service.
- Balanced checkout accuracy with customer service recovery to keep transactions moving and protect store standards.
- Assisted in training new associates on customer service protocols and systems.
- Processed transactions accurately using point-of-sale systems to ensure smooth operations.
- Collaborated with team members to improve workflow and reduce customer wait times.
- Managed returns and exchanges, maintaining professionalism while adhering to company policies.
- Kept inventory well-stocked at the front end displays, making it easy for customers to find popular items quickly.
- Improved overall efficiency of the front end by suggesting process improvements to management.
- Developed strong relationships with customers through active listening, empathy, and understanding their needs.
- Handled high-volume cash transactions accurately, ensuring proper handling of both cash and credit payments.
Education
Bachelor of Applied Arts and Sciences - Health Services Administration
East Texas A&M University
Commerce, Texas12-2026
High School Diploma - undefined
Anna High School
Anna05-2026
Skills
- Verbal and written communication
- Teamwork and collaboration
- Confidentiality and ethical decision-making
- Problem-solving and conflict resolution
- Appointment scheduling
- Patient registration
Certification
Red Cross CPR & AED Certification
Timeline
Customer Experience Leader
The Kroger Co
10.2024 - Current
Front End Customer Service Associate
Wal-Mart Corp
01.2023 - 10.2024
Bachelor of Applied Arts and Sciences - Health Services Administration
East Texas A&M University
High School Diploma - undefined
Anna High School