Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ROBBIE ANSLEY

Macon,GA

Summary

Results-driven customer service leader with 15+ years of experience delivering exceptional service and operational excellence across fast-paced industries. Proven track record in team leadership, customer retention, cross-functional collaboration, and streamlining service operations. Known for inspiring teams, enhancing customer experiences, and implementing training strategies that drive quality, efficiency, and consistently meet or exceed service expectations.

Overview

23
23
years of professional experience

Work History

Senior Customer Experience Manager

ThermoFisher Scientific
01.2021 - 01.2025
  • Spearheaded initiatives to identify service gaps, optimize touchpoints, and improve end-to-end customer satisfaction.
  • Analyzed customer interactions to identify trends and improve satisfaction levels.
  • Collaborated with cross-functional teams to streamline processes, integrate voice of the customer into business operations, and resolve customer issues.
  • Led initiatives to improve response times, ensuring timely resolutions for client inquiries.
  • Created and led training workshops to enhance frontline effectiveness and align service teams with strategic goals.


Customer Service Representative Lead

ThermoFisher Scientific
01.2018 - 01.2021
  • Led customer service team, ensuring high-quality support and resolution of inquiries in a high-volume call center environment
  • Handled order placement, pricing updates, and return resolutions with precision
  • Resolved complex customer issues by applying problem-solving techniques and product knowledge; ensuring swift fulfillment
  • Coordinated scheduling and workload distribution for my team to optimize operational efficiency.
  • Fostered a collaborative environment, mentoring staff on best practices in customer interactions.


Customer Consultant

Chico’s FAS Inc.
01.2012 - 01.2018
  • Boosted sales by recommending merchandise aligned with customer preferences.
  • Assisted customers with inquiries, providing insights to enhance overall shopping experience.
  • Delivered high-impact, personalized service with a one-call resolution and customer loyalty.
  • Established long-term relationships with clients, fostering trust and loyalty through attentive service and follow-up communications.
  • Supported frontline stores in resolving complex order and return issues.


Supervisor of Operations

CVS Caremark
01.2009 - 01.2010
  • Supervised daily store operations, employee scheduling, and shift management.
  • Ensured compliance with cash handling and security protocols.
  • Led merchandising and store upkeep initiatives to enhance customer experience.
  • Analyzed performance metrics to identify areas for process improvement and cost reduction.
  • Facilitated regular team meetings to foster communication and address operational challenges.

Emergency Communications Officer

City of Covington
01.2008 - 01.2009
  • Coordinated emergency dispatch operations with precision under high-pressure scenarios.
  • Ensured timely and accurate information dissemination during crises.
  • Coordinated multi-agency responses, facilitating seamless collaboration with public safety partners.
  • Maintained detailed logs and daily operational documentation.

Pharmacy Technician

Eckerd
01.2002 - 01.2007
  • Supported pharmacists in prescription preparation, inventory management, and customer consultation.
  • Processed and dispensed medications accurately following pharmacy protocols
  • Ensured accuracy in labeling and medication distribution, while managing administrative tasks.
  • Managed inventory levels, ensuring timely restocking of pharmaceutical supplies.
  • Maintained compliance with state and federal regulations governing pharmacy operations.

Education

Associate of Science - Medical Billing and Coding

Colorado Technical University
Colorado Springs, CO
01.2011

Bachelors of Science - Business Administration and Management

Colorado Technical University
Colorado Springs, CO
01.2015

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Customer relationship management (CRM)
  • CRM software proficiency
  • Operational process improvement
  • Conflict resolution and escalation management
  • KPI monitoring and reporting
  • Retention management

Languages

English
Full Professional

Work Type

Full Time

Work Location

RemoteHybrid

Timeline

Senior Customer Experience Manager

ThermoFisher Scientific
01.2021 - 01.2025

Customer Service Representative Lead

ThermoFisher Scientific
01.2018 - 01.2021

Customer Consultant

Chico’s FAS Inc.
01.2012 - 01.2018

Supervisor of Operations

CVS Caremark
01.2009 - 01.2010

Emergency Communications Officer

City of Covington
01.2008 - 01.2009

Pharmacy Technician

Eckerd
01.2002 - 01.2007

Associate of Science - Medical Billing and Coding

Colorado Technical University

Bachelors of Science - Business Administration and Management

Colorado Technical University

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