Antonio Ross

• Spearheaded the development and implementation of comprehensive customer service strategies, ensuring consistent, high-quality support across the Midwest region (Illinois and Indiana) in alignment with company objectives.
• Directed day-to-day operations of customer support Managers, managing efficient handling of support requests, strict adherence to Service Level Agreements (SLAs), and driving continuous process improvement.
• Led and mentored a high-performing customer service management teams fostering a customer-centric culture and providing rigorous ongoing training to ensure team members possess advanced skills and up-to-date knowledge.
• Advocated for the customer within the Midwest region by gathering and analyzing detailed feedback to drive substantial service improvements, and collaborating with cross-functional departments to prioritize and integrate customer needs into core business decisions.

• Served as the primary liaison between clients and Forrest Solutions, managing multiple locations, including 4 Chicago sites (400 clients) and 1 Los Angeles site (150 clients), and supporting 5 additional sites nationwide, achieving a 95% client satisfaction rate.
• Collaborated with cross-functional teams to set and meet client goals, monitored project progress, identified risks, and implemented mitigation measures, resulting in a 98% project completion rate on time and within budget, adhering to KPIs and SLAs.
• Coached, trained, and developed team members, presented weekly management reports, and led process improvement initiatives, enhancing operational efficiency by 20% and achieving a 100% compliance rate.
• Maintained proactive communication with suppliers, resolved vendor-related issues, and handled client inquiries and complaints, achieving a 90% conflict resolution rate and improving vendor performance by 15%.

• Managed a team of 80+ members, including eight supervisors and ten team leads, achieving a 28% increase in closed opportunities over three years.

• Spearheaded recruitment and staff development, ensuring compliance with state and federal policies and improving team retention by 16%.

• Oversaw lead generation, conducted product demonstrations, and presented to prospective clients, boosting client acquisition and sales pipeline efficiency.

• Developed and implemented strategic plans, aligning operations with organizational growth goals and enhancing overall performance.

Directed production operations for weight loss programs across West L.A., Downtown, and Santa Monica, emphasizing client service and program customization.

• Managed team recruitment, training, and performance across multiple locations, resulting in a 15% sales growth and surpassing revenue targets by 20%.

• Ensured 100% compliance with company policies, safety standards, and regulations across all three locations.

• Achieved a 25% revenue increase and implemented improvements for a 10% boost in client satisfaction across West L.A., Downtown, and Santa monica Center