Anthony Townsend
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center 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.
Overview
4
4
years of professional experience
Work History
Customer Service Representative 3
Becton Dickinson Franklin Lakes Campus
02.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Professional Barber
House Of Fadez
01.2020 - 01.2022
- Consulted with clients to assess personal style preferences and unique needs.
- Demonstrated knowledge of latest industry trends, tools and techniques to meet diverse customer preferences.
- Managed complex appointment schedule for high-volume client base.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Consistently received positive performance reviews from guests.
- Styled hair according to customer preferences.
- Maintained regular client list and successfully handled walk-in customers.
- Managed shop administration with attention to detail, including scheduling, ordering and customer service.
Quality Analyst
IBEX Global
05.2020 - 02.2021
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Defined and implemented quality initiatives to reduce risk.
- Developed and maintained quality assurance procedure documentation.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Used [Software] to create presentations, flowcharts and graphs detailing data analysis results.
- Edited, proofed and critiqued internal documents to improve clarity.
- Liaised with vendors and end-users to uncover system optimization opportunities.
Education
Master of Real Estate Development - Real Estate
Ace Able Agent
San Antonio, TX2023
High School Diploma -
Windham School District
Huntsville, TX03.2013
Skills
- Call Center Operations
- Product Promotion
- Executive Management Support
- Technical Support
- Team Development
- Conflict Resolution
- Documentation
- Microsoft Excel
- Critical Thinking
- IBM Power Systems Software
- Customer Consulting
- Customer Relations
- Microsoft Access
- Spreadsheets
- Shipping and Receiving Understanding
- Staff Training
- Investigate Claims
- Service-Orientation
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of ten staff members.
- Collaborated with team of 7 in the development of mms project.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative 3
Becton Dickinson Franklin Lakes Campus
02.2021 - Current
Quality Analyst
IBEX Global
05.2020 - 02.2021
Professional Barber
House Of Fadez
01.2020 - 01.2022
Master of Real Estate Development - Real Estate
Ace Able Agent
High School Diploma -
Windham School District
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