Anthony Patterson

• Full-Service Credit Union; an Arkansas original since 1956. 20 - Operations/ 1.2K+ Members / $2.2B Revenue / 38 Direct Reports
• Overview: Governed operations for a dual-location call center. Ensure consultants are properly trained on all credit union products and services. Constantly analyze call center operations to submit recommendations for increasing the effectiveness, productivity, and quality of the member experience. Consistently maintaining and improving the team’s skills and knowledge, in order to provide a world class experience to our members. Overseeing hiring, training, and managing staff to handle any member service concerns.
• Approachable Talent Manager. Adept in team building, motivating, and training – consistently raise productivity by pinpointing skillsets, maximizing strengths, and inspiring staff to achieve objectives. Assisted with the development and promotion with many team members being promoted to next level and/or management positions.
• Contact Center Operations. Well diverse in Contact Center operation tactics and strategies. Successfully created and deployed AFCU Work from Home program and contingency plans. Worked closely with partners and vendors to ensure accountability of product expectations. Created and maintained employee scheduling through marginal forecasting via the Erlang-C calculator. Optimized Contact Center Training and candidate sourcing positively impacting the site attrition and retention goals.

• Operations / Fortune 1 / 40 Reports
• Overview: Ensures contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported; conducting service reviews; delegating work and overseeing its completion; providing direction to leadership on adjusting work environment and tasks.
• Visionary Business Leader Develops analytics and reporting solutions by identifying business requirements; researching potential solutions; making recommendations to meet business objectives; conducting analysis and design; building solutions and/or collaborating with key stakeholders to build the solutions; and creating reports and communicating results to leadership.
• Project Management: Supports the implementation of special projects by collaborating with Senior leadership on project requirements; leading cross-functional coordination; evaluating trends and prioritizing potential areas of opportunity; developing project plans ,managing project implementation; and tracking and reporting on project status. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs.

Contact Center leader: Ensures contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring ERS agents and Outbound agents are supported; conducting service reviews; delegating work and overseeing its completion; providing direction to team managers on adjusting work environment and tasks. Partnering with WFM in an effort to pull reporting and forecast call volume to better prepare through negative deviations ensuring increased agent availability and positive member experience.

• Branches / Fortune 500 / 22 Reports
• Overview: Throughout my tenure at AAA Texas I delivered exceptional and memorable service to member while at the same time implementing best practices that further developed business and the team.
• Branch Operations: Answer and direct phone calls. Organize and schedule meetings and appointments. Maintain contact lists. Assist in the preparation of regularly scheduled reports. travel arrangements which include car, air and hotel reservations. Submit and reconcile administrative reports.. Coach employees on company goals. Motivate employees to exceed expectations in order to meet company goals. Maintain a budget. Invoice commission checks and conduct bank deposits. Audit travel files, bookkeeping files, and personal files ensuring company compliance.