- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Crafting and DIY Projects
- I enjoy cooking for friends and family gatherings
- Learning new cooking techniques and expanding my culinary skills
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Enjoy hobbies that combine physical activity with outdoor exploration
Anthony Williams
Hockley,TX
Summary
Diligent and skilled professional with expertise in team leadership and operational management. Proven ability to effectively manage and lead teams while implementing process improvements that enhance operational efficiency and team productivity. Strong problem-solving and communication skills drive team success. Known for reliability, adaptability, and maintaining high standards in meeting changing demands. Ready to excel in a leadership role with a focus on results-driven performance. Proven track record in streamlining operations, fostering team collaboration, and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning with a flexible approach to evolving business needs. Recognized for strong communication skills and fostering a productive work environment.
Overview
25
25
years of professional experience
Work History
Supervisor Senior Ambassador
Alclear LLC
04.2024 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Manage Daily team goals and stats driving sales and performance. Consistent coaching and training of ambassadors.
- Review and manage monthly KPI's with staff and set expectations according to monthly goals.
- Manage all technical support enquires related to equipment repair and inventory.
- Drive membership enrollments by engaging travelers and educating them about the benefits of CLEAR
- Balancing high volume with high-quality customer and member experiences
- Participating in and leading ongoing training and development
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Senior Ambassador
Alclear LLC
01.2023 - 03.2024
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Manage Daily team goals and stats driving sales and performance. Consistent coaching and training of ambassadors.
- Review and manage monthly KPI's with staff and set expectations according to monthly goals.
- Manage all technical support enquires related to equipment repair and inventory.
- Drive membership enrollments by engaging travelers and educating them about the benefits of CLEAR
- Balancing high volume with high-quality customer and member experiences
- Participating in and leading ongoing training and development
AMB - Ambassador
Alclear, LLC
10.2022 - 01.2023
- Resolving traveler and/or member concerns or inquiries in an appropriate and timely manner, escalating needs as required/needed
- Consistently demonstrating adherence to security procedures by validating airline documents, verifying CLEAR member traveler identification and following documented security protocols
- Effectively handling minor technical issues
- Represents Clear's brand by serving and supporting clear members on the front line, whether in the airport or stadiums
- We provide exceptional customer service while guiding members through the secure CLEAR biometrics verification process and enrolling new members in airports and stadiums
- Collaborate with leadership to assess sales & service opportunities on a regular basis in order to identify strengths and opportunities and grow CLEAR's membership base
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
Dialler Manager
Advantage Communication Inc / FLOW
03.2019 - 12.2021
- Responsible for the use and management of CISCO predictive Dialler
- Responsible for administering day-to-day operations of the Aspect dialler at our high-volume contact centre
- Responsible for managing the predictive dialler system that controls the flow of Outbound Calls to customers
- Responsible for providing reporting to the clients and collaborating with line of business management to determine overall strategy and design calling campaigns for each market
- Perform daily uploads, downloads and importing
- Complete other duties as assigned by the markets
- Ensure and document for outbound dialler activity
- Analysis of dialler-output data to identify potential problems/issues
- Running payment report regularly
- Hours may include evenings and weekends
- Create and update dialling campaigns, filter, list strategies and reports
- Monitor and adjust performance of dialler systems
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Real Time Analyst
Advantage Communication Inc / FLOW
11.2018 - 02.2019
- Analyzing performances and trends to predict future staffing needs, accurately preparing schedules, and effectively supporting customer service agents in achieving organizational objectives
- Conducting compensation, performance, and workforce analyses to generate a culture of engagement and drive a results-oriented and dedicated call centre team
- Driving full adherence by agents to service level agreements and quality standards
- Record of success in personally providing a superior level of customer service and support
- Established strong relationships with business partners, facilitating open communication channels for proactive problemsolving.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Ensured timely resolution of escalated customer concerns by collaborating with cross-functional teams.
- Spearheaded the development of new forecasting models, resulting in more accurate predictions of future call volumes and staffing needs.
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Managed overtime, shift swaps, breaks and PTO requests.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
Escalation Agent
Xerox Commercial / Conduent - IT BPO Services
01.2015 - 02.2018
- Assist customers Supervisor/L2 related queries whilst providing escalating issues to proper channels for resolution
- Assisted Team Manager and WFM with preparation of weekly schedules and managed Lunch and Break schedules for store
- Managed Daily Service Levels for the eStore/eShop group
- Assisted Team Manager and WFM with queue monitoring for the eStore queue along with managing utilization for eStore LiveChat and Email
- Assisted WFM with reporting of daily performances for the eStore group along with review of payroll hours from online CMS reporting systems
- Contributed to quarterly QBR presentations for the eStore Group
- Mentored junior agents by sharing best practices and strategies for navigating difficult customer interactions.
- Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
- Served as a liaison between customers and other departments, facilitating resolution of complex issues involving multiple parties.
- Improved customer satisfaction ratings through effective communication and problem-solving skills.
- Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.
- Established rapport with disgruntled customers through active listening, demonstrating empathy, and offering tailored solutions.
- Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
Technical Support Representative
Xerox Commercial / Conduent - IT BPO Services
01.2013 - 01.2015
- Provide technical resolution (troubleshooting) to ASUS computer system users for spectrum of ASUSTek products (Notebook, tablets, Desktops)
- Prepare Return Merchandise Authorization information to customers of servicing/repair of their ASUStek product
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Records Officer (PIDG/RIM2) / IT Technician
Ministry of Foreign Affairs and Foreign Trade
01.2006 - 01.2013
- Supervise and monitor performance of records clerks (PIDG/RIM 1)
- Gather materials to be filed from departments and employees
- Scan or read incoming materials in order to determine how and where they should be classified or filed
- Enter document identification codes into systems to determine locations of documents to be retrieved
- Set up hardware
- Install software
- Maintain and repair technological equipment
- Manage software in computers and networks
- Ensure privacy and data protection
- Perform regular upgrades
- Perform troubleshoot activities
- Install well-functioning LAN/WAN and other networks
- Advised management on best practices for records management, supporting company-wide initiatives to improve efficiency.
- Conducted regular audits of record-keeping systems to identify areas of improvement and implement corrective measures.
- Participated in ongoing professional development opportunities to stay up-to-date on industry trends and best practices in records management.
- Established backup procedures for critical documents, safeguarding against potential loss due to natural disasters or other unforeseen events.
- Enhanced records accuracy by implementing a comprehensive filing system and verifying all documents upon entry.
Early Childhood Education Teacher
Elleston Primary and Infant School
08.2005 - 05.2006
- Assist with lesson plans
- Organize class activities and functions
- Provide assistance to teachers from infant classes thru to grades 4
- Teach lessons plans
- Teach classes
- Assist with physical education and extracurricular activities
- Organized field trips and extracurricular activities that enriched students'' educational experiences outside of the classroom setting.
- Established clear objectives for all lessons, units, and projects, ensuring a consistent focus on desired learning outcomes.
- Designed and implemented engaging learning centers that allowed students to explore new concepts at their own pace.
- Implemented hands-on activities that encouraged creativity and critical thinking while supporting curriculum goals.
Records Clerk/ Library Assistant
Ministry of Health
01.2000 - 01.2006
- Managing and organizing correspondence for filing
- Retrieve files for officers
- Record information on a quarterly basis to monitor files in use
- Record and file documents
- Assist librarian with classification of books, publication and other media
- Make appointment for visitors and retrieve information
- Assist with exhibitions and expos
Education
Certificate - Computer Repairs and Maintenance
University Of West Indies School of Continuing Studies
No Degree - HVAC
SkillCat.com – HVAC Online Courses
Texas City, TX01-2021
No Degree - Call Center Certifications
Call Centre Community Limited
Chicago, IL02-2017
Associates - Management Information Systems
Excelsior Community College
Jamaica09-2013
Caribbean Examination Council - 6 - CXC
Calabar High School
01.2003
Skills
- Training and mentoring
- Processes and procedures
- Schedule development
- Priority management
- Expectation setting
- Verbal and written communication
- Sales management
References
Available Upon Request
Workinvolvement
- Ministry of Foreign Affairs and Foreign Trade, Member of the Football Team, Member of Jamaica Foreign Service Association (JASFA)
- Xerox Commercial / Conduent - IT BPO Services, Member of the Football Team
- Advantage Communication Inc, Member of the Football Team
Accomplishments
- Supervised team of 40 staff members.
- Awards for Employee of the Quarter January 2023 - March 2023
- Award for Leadership Recognition 2023
- Award for Difference Maker 2023
- Recognition Awards and Spotlight on Company's Website - https://www.clearme.com/blog/life-of-an-ambassador-anthony-williams
Interests
Timeline
Supervisor Senior Ambassador
Alclear LLC
04.2024 - Current
Senior Ambassador
Alclear LLC
01.2023 - 03.2024
AMB - Ambassador
Alclear, LLC
10.2022 - 01.2023
Dialler Manager
Advantage Communication Inc / FLOW
03.2019 - 12.2021
Real Time Analyst
Advantage Communication Inc / FLOW
11.2018 - 02.2019
Escalation Agent
Xerox Commercial / Conduent - IT BPO Services
01.2015 - 02.2018
Technical Support Representative
Xerox Commercial / Conduent - IT BPO Services
01.2013 - 01.2015
Records Officer (PIDG/RIM2) / IT Technician
Ministry of Foreign Affairs and Foreign Trade
01.2006 - 01.2013
Early Childhood Education Teacher
Elleston Primary and Infant School
08.2005 - 05.2006
Records Clerk/ Library Assistant
Ministry of Health
01.2000 - 01.2006
Caribbean Examination Council - 6 - CXC
Calabar High School
Certificate - Computer Repairs and Maintenance
University Of West Indies School of Continuing Studies
No Degree - HVAC
SkillCat.com – HVAC Online Courses
No Degree - Call Center Certifications
Call Centre Community Limited
Associates - Management Information Systems
Excelsior Community College