Anton Kavaryants
Computer Scientist
Staten Island,NY
Summary
Customer-oriented Team Manager successful at troubleshooting and handling customer support
issues in a timely manner. Energetic Quality Assurance Agent with strong time management skills
who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative
who provides exceptional customer service through active listening and problem solving. Call
Center Representative with expertise providing customer support in high call volume
environments. Exceptional computer aptitude and telephone etiquette. Customer Service Manager
with more than five years of professional customer service and leadership experience. Hands-on
Customer Service Manager effective in motivating others to reach their optimum potential. Motivated Supervisor with solid experience managing all levels of large scale projects, including budgeting and administration.
Overview
12
12
years of professional experience
Work History
Dental Laboratory Technician
AK Technical Inc
11.2018 - Current
- Completed detailed models of patients' mouths to create accurate devices.
- Constructed artificial metal and porcelain teeth with attractive finishes and durable frameworks.
- Built and shaped artificial gums to achieve snug, comfortable fit in patient's mouth.
- Drove operational improvements which resulted in savings and improved profit margins.
- Monitored social media and online sources for industry trends.
Post Purchase Support
TELETECH
09.2017 - 10.2018
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed high call volume with tact and professionalism.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Developed all process controls and metrics for daily management of the Call Center.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Gathered and verified all required customer information for tracking purposes.
- Referred unresolved customer grievances to designated departments for further investigation.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
Universal Advisor
CONCENTRIX
10.2016 - 03.2017
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Prepared reports and communication for senior management and clients.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Initiated operations improvements to improve overall call center productivity.
Team Manager
APPLE INC
05.2016 - 07.2016
- Worked directly with Supervisors, Quality Support, Management and Advisors to achieve the best call flow support.
- Trained, coached and mentored staff to ensure smooth adoption of new program.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Hired and trained 500 new members of staff.
- Spearheaded cross-functional initiative to achieve required results.
- Defined clear targets and objectives and communicated them to other team members.
- Assessed vendor products and maintained positive vendor relations.
- Directed planning, budgeting, vendor selection and quality assurance efforts.
Team Manager
APPLE INC
03.2016 - 05.2016
- Assessed vendor products and maintained positive vendor relations.
- Directed planning, budgeting, vendor selection and quality assurance efforts.
- Recommended process and systems improvements such as floor support.
- Monitored timelines and flagged potential issues to be addressed.
APPLE INC
02.2015 - 01.2016
- Presented clear, organized data in graphs, charts, tables and written reports.
- Determined adjustment and certification methods, formulas, and measuring instruments required based on metrics.
- Identified and helped resolve production problems such as evaluations, live call monitors and coaching sessions.
- Monitored production operations for compliance with specifications and promptly reported defects.
- Identified and helped resolve non-conforming product issues.
iOS Advisor
APPLE INC
03.2014 - 09.2014
- Managed high call volume with tact and professionalism.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Accurately documented, researched and resolved customer service issues.
- Defused volatile customer situations calmly and courteously.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Initiated operations improvements to improve overall call center productivity.
Education
ASSOCIATE OF SCIENCE - Computer Science
University of West Georgia
Carrollton, GA2017
Skills
- Project management
- Budgeting and finance
- Team liaison
- Strong verbal communication
- Conflict resolution
- Staff development
- Powerful negotiator
- Extremely organized
- Team leadership
- Data management
- Process implementation
- Client assessment and analysis
Accomplishments
- Cross-trained over one thousand new call center representatives.
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Capably managed a large volume call center with more than three thousand employees.
Timeline
Dental Laboratory Technician
AK Technical Inc
11.2018 - Current
Post Purchase Support
TELETECH
09.2017 - 10.2018
Universal Advisor
CONCENTRIX
10.2016 - 03.2017
Team Manager
APPLE INC
05.2016 - 07.2016
Team Manager
APPLE INC
03.2016 - 05.2016
APPLE INC
02.2015 - 01.2016
iOS Advisor
APPLE INC
03.2014 - 09.2014
ASSOCIATE OF SCIENCE - Computer Science
University of West Georgia