Anthony Mazza
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Member Engagement Coordinator
Signify Health
09.2022 - Current
- Engagement coordinator talking with many members each and every day to get them scheduled for an in home health evaluation/virtual appointment
- Remote work i schedule rough anywhere from 20 to 40 appointments a day depending on the day as well as calls
- I make sure to do everything correctly not only for the member to get the correct information but also for myself and QA
- Handled phone calls related to members' accounts or general questions about products and services.
- Identified members' needs and matched to product or service in best interest.
- Projected enthusiasm, courteousness and confidence while conducting member transactions.
- Used multiple information systems to analyze interactions and deliver detailed results.
- Managed member relationships by resolving problems.
- Organized and updated databases, records and other information resources.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Representative
ROI Call Center Solutions
03.2020 - 09.2022
- Working Under The Whitt O'Brien gig for ROI
- We work as a team no matter whats at hand
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Foreman/Supervisor
Duncan bit service
07.2014 - 03.2020
- Trained and coached employees to improve performance and skills.
- Oversaw maintenance and repair of shop equipment.
- Used hand and power tools, equipment, and instruments accurately.
- Verified safe and proper operation of wide range of power tools, equipment and instruments.
- Managed materials inside shop and at job locations.
- Directed daily operations of team of [Number] technicians and shop professionals.
- Provided training, coaching and support of staff members, resulting in elevated individual performance to boosted service standards.
- Managed resources, materials, systems maintenance, regulatory compliance, schematics implementation and proper documentation of orders, operations, schedules and evaluations.
- Installed new propulsion turbines and [Type] turbine engines.
- Supervised ongoing daily production phases.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Cultivated professional working relationships with peers and supervisors.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Managed staff hiring, training and supervision.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
- Kept accurate and detailed records of personnel progress and productivity.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Implemented policies and standard operating procedures for continuous improvement.
- Troubleshot equipment to reduce service calls and downtime.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Oversaw loading and unloading of packages in warehouse.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Coordinated project workflows for departments.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
Vice President and Co-Owner
M.A.S Bit Services LLC
09.2011 - 06.2015
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Established performance goals for department and outlined processes for achievement.
- Identified issues with production, workforce, and material sourcing and implemented successful solutions.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Prepared annual budgets with controls to prevent overages.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
- Integrated marketing plans to reach wider audience and push business prospects closer to conversion.
- Improved employee satisfaction rating by realigning and enforcing policies.
- Drove team engagement to achieve aggressive company targets.
- Supported project management team for optimal performance.
- Drove short-term and advanced promotional initiatives and planning processes.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Orchestrated positive media coverage and stakeholder relations as public face of company.
Education
High school diploma or GED -
Duncan High School
Duncan, OKHigh school diploma -
Skills
- Oil Change
- Mechanical Knowledge
- Welding
- Torch
- Forklift
- Woodworking
- Lawn Care
- Landscape Maintenance
- Mowing
- Fabrication
- Mechanic Experience
- Construction
- Detailing
- English
- Customer service
- Carpentry
- Sales
- Word
- Facilities Maintenance
- Handyman
- Order Picking
- Car Wash
- Equipment Repair
- Typing
- Windows
- Upselling
- Computer networking
- Analysis skills
- Quality Assurance
- IOS
- Mac OS
- Android
- Linux
- Live chat
- JavaScript
- Active Directory
- Software Development
- Java
- HTML5
- Operating Systems
- Microsoft Windows Server
- User Interface (UI)
- Software Testing
- Technical support
- Leadership
- Microsoft Office
- Microsoft Word
- Microsoft teams
- Duo
- Five9 Live chat
- Computer skills
- Communication skills
- Customer support
- Customer service (6 years)
- Customer support (3 years)
- Assessments
- Customer service — Proficient
- January 2021
- Identifying and resolving common customer issues
- Full results: Proficient
- Workplace safety — Completed
- November 2020
- Using safe practices at work
- Full results: Completed
- Basic mechanical knowledge — Proficient
- August 2021
- Understanding and applying mechanical concepts and processes
- Sales skills — Proficient
- September 2021
- Influencing and negotiating with customers
- Call center customer service — Proficient
- November 2021
- Demonstrating customer service skills in a call center setting
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Funds Reconciliation
- Funds Distribution
- Inventory Control Processes
- Staff Meetings
- Corrective Actions
- Special Requests
- Administrative Support
- Sales Quota Achievement
- Operational Efficiency
- Employee Guidance
- Collaborative Environments
- Process Improvement Initiatives
- Customer Service Excellence
- Corporate Standards
- Team-Building Exercises
- Special Assignments
- Professional Relationships
- Calm and Professional Under Pressure
- Administrative and Office Support
- Document and Records Management
- Policy and Procedure Adherence
- Livechat Messaging
- First-Tier Technical Support
- Issue and Complaint Resolution
- Customer Account Management
- Customer Satisfaction Evaluation
- Microsoft Excel
- Microsoft PowerPoint
- Active Listening
- Customer Relations
- Reading Comprehension
- Problem-Solving Ability
- Call Center Operations
- Customer Relationship Management
- Managing Multiple Tasks
- Computer Proficiency
- Critical Thinking
- Typing Proficiency
- Medical Terminology Knowledge
- Conflict Resolution
- Prioritization
- Grammar
- Research
- Coordination
- Spreadsheets
- Proofreading
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
Additional Information
- Hardworking, Friendly, Fast paced determined, Family Man, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Timeline
Member Engagement Coordinator
Signify Health
09.2022 - Current
Customer Service Representative
ROI Call Center Solutions
03.2020 - 09.2022
Foreman/Supervisor
Duncan bit service
07.2014 - 03.2020
Vice President and Co-Owner
M.A.S Bit Services LLC
09.2011 - 06.2015
High school diploma or GED -
Duncan High School