Christopher Anacker
Alorica
Tucson,Arizona
26
years of professional experience
Results-driven Training Professional with expertise in developing and implementing effective training programs. Leverages tactical and strategic planning to enhance team performance in fast-paced call center environments. Skilled in transferring knowledge and building competencies to ensure agent success and meet organizational goals.
Work History
Client Services
11 Months- Delivered inbound call support for credit card customers, addressing inquiries and resolving issues.
- Assisted customers with account inquiries and provided relevant information to enhance their experience.
- Ensured customers received high-quality service to enhance satisfaction.
Lead Agent
2 Years 11 Months- Supported new hire agents during nesting period to facilitate smoother transition into roles.
- Answered job requirement questions to clarify expectations and enhance understanding.
- Provide support to new hire agents who are entering their nesting period.
- Ensured agents received timely updates on client information with current information provided by the client.
- Answer questions pertaining to their job requirements.
Social Media Moderator
1 Year 7 Months- Reviewed videos from a social media platform for quality control.
- Reviewed video content and flagged violations per client guidelines to ensure compliance.
- Ensured high accuracy in content moderation while managing a substantial video volume and minimizing Average Handle Time.
Customer Service Representative
7 Months- Delivered inbound tech support to cell phone users, resolving issues and enhancing user experience.
- Addressed customer account inquiries and provided general information to ensure satisfaction.
- Informed customers about product features on available new products.
Professional Driver
1 Month- Operated commercial vehicles, ensuring safe navigation and thorough inspections.
- Verified inventory on delivery truck to support timely deliveries.
- Completed various deliveries per load to maintain service efficiency.
- Pulled and verified inventory for loading into truck to ensure correct items were delivered.
Professional Driver
1 Year 4 Months- Operated commercial vehicles while navigating and conducting inspections.
- Arriving on time to pick up and on time for deliveries.
- Acted as the company representative to customers at all times.
- Ensured supervisors were informed about ongoing operations and issues.
Customer Service Representative
11 Months- Provide inbound billing support to cable, Internet, phone, and home security customers.
- Collected payments to maintain account accuracy
- Resolved account questions and provided general information to enhance customer understanding.
- Informed customers about additional and new features to maximize service utilization.
- Identified customer needs through probing questions to successfully upsell relevant services.
Trainer
2 Months- Trained incoming employees on quality techniques for smooth transition to call floor.
- Facilitated training sessions for call floor staff to enhance operational effectiveness.
- Develop and design training materials for call floor staff in a computer environment.
- Ensured training materials met quality standards during the creation process. and training materials in the creation phase.
- Monitoring individual agent performance to ensure that skill and quality meet business requirements.
- Reinforce new policies and procedures to ensure transition occurs quickly and efficiently for phone sales.
Accuracy Pre-Auditor
5 Months- Monitored incoming service orders from customer service reps to ensure accuracy.
- Identified inaccuracies and documented findings in a spreadsheet for team review.
- Report findings to team leaders for coaching opportunities
- Coached customer service representatives on best practices.
Associate Trainer
11 Months- Trained new employees to master quality techniques and transition effectively to call floor.
- Facilitated comprehensive training for call floor staff to enhance service delivery.
- Develop and design training materials for call floor staff in a computer environment.
- Ensured training materials met quality standards before finalization. and training materials in the creation phase.
- Monitored agent performance to ensure alignment with skill and quality standards.
- Quality checking process and training materials in the creation phase.
Associate Trainer/Team Leader Supervisor
5 Years 1 Month- Trained incoming employees on quality techniques for smooth transition to call floor.
- Facilitated training sessions for call floor staff to enhance skills and knowledge.
- Develop and design training materials for call floor staff in a computer environment.
- Quality checking process and training materials in the creation phase.
- Monitored individual agent performance to confirm alignment with skill and quality standards.
- Reinforce new policies and procedures to ensure transition occurs quickly and efficiently for phone technicians.
Customer Service Representative
4 Years 4 Months- Provided inbound technical support for high-speed internet and digital cable users.
- Coordinated dispatch of in-home technicians for customer issues to ensure timely resolution.
- Resolved customer account questions and provided general information to enhance customer understanding.
- Informed customers about additional services and new features to maximize their current service experience.
Customer Service Representative
8 Months- Delivered inbound call support for banking and credit card customers, ensuring timely and accurate information.
- Resolved customer account inquiries and provided detailed information to enhance customer understanding.
- Informed customers about additional banking features to maximize benefits and improve overall experience.
Pro-Advisor Tech Support
5 Months- Delivered technical solutions for QuickBooks software, addressing payroll, printing, accounting, and operating system issues to enhance customer satisfaction.
- Resolved QuickBooks data file issues through troubleshooting reports and investigative techniques, ensuring data integrity and reliability.
- Developed strategic frameworks to enhance customer engagement and satisfaction.
- Led cross-functional teams to implement process improvements for operational efficiency.
- Analyzed customer feedback data to identify trends and recommend actionable solutions.
Customer Service Representative
5 Years 3 Months- Delivered inbound call support for customer catalog orders, ensuring accurate order processing.
- Addressed customer inquiries and provided general information to enhance satisfaction.
- Guided customers in selecting complementary items for their purchases. on additional items to enhance their purchase.
Education
High School Diploma
Skills
Customer Relationship Management
Performance Monitoring
Coaching Techniques
Onboarding Support
Operational Improvement
Customer Satisfaction
Agent Engagement
Tech Support Tools
Microsoft Office suite
Various Windows OS
Teamwork
Coaching techniques
Timeline
Client Services
Alorica
10.2025 - CurrentRead More
Lead Agent
Alorica
10.2022 - 09.2025Read More
Social Media Moderator
Alorica
03.2021 - 10.2022Read More
Customer Service Representative
Asurion
07.2020 - 02.2021Read More
Professional Driver
Trinity Service Group
05.2020 - 06.2020Read More
Professional Driver
Swift Transportation
01.2019 - 05.2020Read More
Customer Service Representative
Cox Communications
01.2018 - 12.2018Read More
Trainer
AFNI
09.2017 - 11.2017Read More
Accuracy Pre-Auditor
VXI
03.2017 - 08.2017Read More
Associate Trainer
VXI
04.2016 - 03.2017Read More
Associate Trainer/Team Leader Supervisor
Convergys
03.2011 - 04.2016Read More
Customer Service Representative
Convergys
11.2006 - 03.2011Read More
Customer Service Representative
Citibank
03.2006 - 11.2006Read More
Pro-Advisor Tech Support
Intuit
09.2005 - 02.2006Read More
Customer Service Representative
Arizona Mail Order
06.2000 - 09.2005Read More
Palo Verde Magnet School
High School Diploma
Read More