Anthony Naujoks
Herriman,UT
Summary
Dynamic and motivated professional with a proven record of generating and building relationships, managing projects from concept to completion, designing educational strategies, and coaching individuals to success. Skilled in building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently, as well as with a team. Passionate Servant Leader and motivated by others engagement and success.
Overview
5
5
years of professional experience
Work History
Escalation Resolution Manager
Adobe
04.2024 - Current
- Conducted root cause analysis on customer disputes, resulting in the implementation of preventative measures.
- Delivered regular reports on resolution metrics, providing valuable insights into areas needing improvement.
- Analyzed data trends to identify recurring issues, leading to improved problem-solving techniques and resolutions.
- Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
- Facilitated open lines of communication between customers and relevant departments, ensuring fast issue resolution timescales.
Managed Payments/M2M Supervisor
EBay
03.2021 - Current
- Established clear benchmarks for performance and monitored individual and team progress.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained team productivity by efficiently scanning, submitting and archiving records.
- Performed daily coaching sessions with Team to drive engagement and help them to achieve goals.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Understanding of KYC Compliance.
- Ensure that Team Mates are taking correct steps for verification with regard to AML/BSA.
E2M & PCO Service Readiness and Design
EBay Inc
09.2023 - 12.2023
- Manage a program of strategic GCX and Marketplaces projects, understanding their impact on process flows, maintaining an overview of all projects in the portfolio, their status and progress to goals.
- Lead a team of Service Design Specialists to foster skill on the team to translate business requirements into technical solutions through partnership with GCX and Marketplace Product/ Engineering teams.
- Effectively and regularly communicate with executive and cross-functional leaders using different mediums to convey changes at a high-level with supporting data.
- Represent the voice of the customer and teammates on key process/policy changes.
- Generate innovative ideas and solutions to improve the customer experience by reducing friction, eliminating contacts, and improve variances in teammate performance on CE metrics.
- Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvements by data analysis, gathering internal insights and external best practices.
- Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the program.
- Learn quickly, enjoy working independently and have the proven ability to multi-task and work under pressure in a busy environment.
Managed Payments Specialist
EBay
12.2020 - 03.2021
- Communicate with members though chat, email and phone calls.
- Have a deep understanding of KYC and the necessary steps needed to be taken to have members use ebay's platform to sell.
- Have a deep understanding of federal regulations and risk associated with money movement through ebay's platform.
- Have the skills necessary to help members to understand the new handling and poses confidence to have difficult conversations regarding the transition.
- Have the skills necessary to de-escalate emotionally driven conversations.
- Be able to think on my feet in a very fast paced environment where policy and procedures change weekly and sometimes daily.
- Very proficient multitasker to balance conversations across different platforms, simultaneously.
- Team player to ensure service provided meets team and company expectations.
Project Manager
Discover Card Financial Services
12.2019 - 03.2020
- Closely collaborated with project members to identify and quickly address problems.
- Modified and directed project plans to meet organizational needs.
- Acquired knowledge of industry trends and developed solutions and strategy through effective research.
- Utilized lean practices to balance workflow and alleviate redundancy.
- Communicated with front line team members to keep project on schedule.
- Kept project on schedule and within budget while serving as project leader.
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives.
- Practiced lean principles, which led to improvements in workflow and quality and waste reduction.
- Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
Education
Bachelor of Business Administration - Business Administration
Westminster College
Salt Lake City, UT01.2017
Skills
- Change Management
- Servant Leader
- Communication
- Quick Decision Making
- Accountability
- Delegation and Empowerment
- Creativity and Innovation
- Emotional Intelligence
- Transparency
- Vision and Purpose
- Self starter & Self motivated
- KYC
- AML/BSA
- Compliance
Program Proficiency
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
Microsoft Visio
Microsoft Teams
Microsoft One Note
Cisco Jabber
Cisco WebEx
Tableau
Survey Monkey
WorkDay/Kronos
NICE IEX Workforce Management
LivePerson
LiveEngage
FreshChat
SparkCentral (Social Media Management)
UCCE (Phone System)
CCDesktop (Phone System)
CRMA (Phone System)
Skype
Google Hangouts
Windows OS
Apple OS
Timeline
Escalation Resolution Manager
Adobe
04.2024 - Current
E2M & PCO Service Readiness and Design
EBay Inc
09.2023 - 12.2023
Managed Payments/M2M Supervisor
EBay
03.2021 - Current
Managed Payments Specialist
EBay
12.2020 - 03.2021
Project Manager
Discover Card Financial Services
12.2019 - 03.2020
Bachelor of Business Administration - Business Administration
Westminster College
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