Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Anthony Spates

Cary,NC

Summary

Senior Customer Service Specialist at MetLife with extensive experience in claims processing and customer relations. Skilled in implementing process improvements and mentoring teams to elevate service quality. Acknowledged for strong problem-solving abilities and dedication to exceptional customer experiences. Committed to fostering collaboration and achieving operational excellence.

Overview

15
15
years of professional experience

Work History

Sr. Customer Service Specialist

MetLife
Cary, NC
07.2021 - Current
  • Customer Relations & Issue Resolution: Deliver high-quality support to policyholders, agents, and beneficiaries by addressing inquiries, resolving complex issues, and ensuring a seamless customer experience.
  • Policy & Claims Expertise: Provide detailed guidance on insurance policies, claims processing, and coverage options, ensuring customers fully understand their benefits and available solutions.
  • Process Improvement & Efficiency: Identify and recommend improvements to customer service processes, leveraging data-driven insights to enhance response times and service quality.
  • Team Leadership & Mentorship: Support and mentor junior representatives, fostering a collaborative team environment and driving performance through coaching and best practices.
  • Compliance & Documentation: Maintain accurate records of customer interactions, ensuring compliance with company policies, regulatory guidelines, and quality assurance standards.

Learning Ambassador

Amazon Fulfillment Center
Durham, NC
06.2021 - 01.2024
  • Trained and mentored new hires and cross-functional associates on standard operating procedures (SOPs), safety protocols, and company expectations in fast-paced warehouse environments.
  • Delivered hands-on instruction for inbound, outbound, picking, packing, stowing, and problem-solving functions to ensure process accuracy and productivity.
  • Acted as a subject matter expert (SME), supporting continuous improvement initiatives and driving compliance with quality and safety standards.
  • Used feedback tools and performance tracking to identify learning gaps and provide personalized coaching to associates.
  • Collaborated with Area Managers, Process Assistants, and HR to enhance the onboarding experience and improve employee retention.
  • Demonstrated leadership by fostering a positive team environment, encouraging engagement, and promoting Amazon’s customer-obsessed culture.

Health Care Specialist

Conduent
Cary, NC
10.2019 - 03.2020
  • Responded to client specific inquiries through multi-channel, i.e. including telephone and web correspondence.
  • Completed transaction(s) related to the customer’s inquiry with limited supervision while meeting timeliness and accuracy standards.
  • Documented call by creating detailed notes in the case management system.
  • Completed callbacks in a timely manner and escalating as appropriate.
  • Adhered to call center metrics and guidelines within established procedures.
  • Explained the appropriate participant forms and provides guidance on completion.

Lead Maintenance/Janitorial

The Budd Group Prestonwood Country Club
Morrisville, NC
05.2018 - 09.2019
  • Clean in and around the buildings, prioritizing safety at all times.
  • Inspect facility and ground and picked up any trash.
  • Clean building floors by sweeping, mopping, scrubbing, and vacuuming.
  • Assist the supervisor with organization of task for the staff.
  • Train and taught company procedures, systems, equipment, and policies to new hires.
  • Provide assistance to country club members and country club staff as necessary.

Night Audit Manager

The Mayton Inn
Cary, NC
12.2016 - 05.2017
  • Greeted guests upon arrival, check them in and provide them with any information they need to enjoy their stay.
  • Audited and balanced reports from the day shifts.
  • Scheduled guest wake-up calls and reservations for the following day.
  • Verified that all EOD work has been performed by other departments.
  • Responded to guest inquiries, concerns and complaints as needed.
  • Run EOD computer functions so they are complete by the end of the shift.
  • Prepared guest bills for next-day checkouts and process reservation cards.
  • Facilitated the deposit of guests' valuables in hotel safe.
  • Prepared incentive calculation and financial statements from guest registration daily.
  • Responsible for providing up to date information on iPad/crave tablets for the entire inn (45 rooms) for room service needs, as well as solving any IT technical problems that may arise on tablets.

Assistant Manager

National & Alamo Car Rental
Asheville, NC
12.2015 - 10.2016
  • Maximized incremental sales, walk up volume, yield, fuel service and recharge through understanding of sales and product knowledge and differentiation.
  • Ensured clean vehicles, a full ready line with proper car mix and sound specialty car management.
  • Managed Quick Rent/Emerald club process; minimizes line waits and promotes fast, friendly service.
  • Maintained brand identity throughout the operation.
  • Ensured all marketing programs are delivered completely and effectively throughout the location.
  • Effectively communicate, influence and interact with all types of customers, vendors and co-workers.
  • Applied appropriate sales techniques to problem solving and conflict management.
  • De-escalated irate customer issues and delivered superior customer service.
  • Mentored, trained, managed and promote staff.
  • Assisted customers in vehicle selection based on rental needs.
  • Tendered credit card transactions for rentals.

Lead Direct Sales Representative

Time Warner Cable/Spectrum
Morrisville, NC
10.2011 - 10.2015
  • Generated revenue for the company by selling bundle packages to the customers door to door.
  • Provided exceptional customer service while generating revenue for the company.
  • Experienced in de-escalation of irate customers door to door.
  • Sold all of TWC products and service to new and existing customer.
  • Maintained individual and company's integrity while assisting with billing inquiries, technical support, etc.
  • Performed payment transactions.

Assistant Manager

Retail Kangaroo Express
Cary, NC
03.2010 - 09.2011
  • Updated and Processed store's daily reports to the corporate office database.
  • Generated revenue for the company by pushing bundle packages to the customers.
  • Counted stock and ordered inventory accordingly.
  • Supervised shifts and provided outstanding customer service.
  • Balanced and prepared money and receipts for bank deposit.
  • Maintained weekly schedules for staff and deliveries.
  • Tendered all forms of payment transactions.

Education

Bachelor of Business Administration - Finance

American Intercontinental University
01.2024

Bachelor of Arts degree - Business Management

Shaw University
Raleigh, NC, US
01.2008

Skills

  • Sales Management
  • Customer relations
  • Claims processing
  • Team leadership
  • Problem solving
  • Attention to detail
  • Effective communication
  • Quality assurance
  • Call center experience
  • Coaching and mentoring
  • Order fulfillment
  • Direct Sales
  • Night Audit
  • Management
  • Office Administration

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Sr. Customer Service Specialist

MetLife
07.2021 - Current

Learning Ambassador

Amazon Fulfillment Center
06.2021 - 01.2024

Health Care Specialist

Conduent
10.2019 - 03.2020

Lead Maintenance/Janitorial

The Budd Group Prestonwood Country Club
05.2018 - 09.2019

Night Audit Manager

The Mayton Inn
12.2016 - 05.2017

Assistant Manager

National & Alamo Car Rental
12.2015 - 10.2016

Lead Direct Sales Representative

Time Warner Cable/Spectrum
10.2011 - 10.2015

Assistant Manager

Retail Kangaroo Express
03.2010 - 09.2011

Bachelor of Business Administration - Finance

American Intercontinental University

Bachelor of Arts degree - Business Management

Shaw University

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