Isaac Paul Anthony

PROFESSIONAL EXPERIENCE

FIS Global

Support Staff – On-the-Job Training (Current Role)

• Selected for a specialized Support and OJT role within two years of joining the organization, recognizing strong performance, process expertise, and leadership capabilities.
• Provide floor support across 3 operational teams consisting of approximately 15–20 agents each, serving as a key point of contact for process-related guidance and issue resolution.
• Support a workforce of 45–60 agents by addressing real-time operational queries, troubleshooting complex cases, and ensuring smooth day-to-day operations.
• Lead onboarding and training support for new hires, helping them gain proficiency in processes, systems, and workflow requirements.
• Act as a Subject Matter Expert (SME) for process-related escalations, providing timely solutions and minimizing operational disruptions.
• Partner with Team Leaders and Managers to identify knowledge gaps, reinforce process compliance, and drive continuous improvement initiatives.
• Mentor and coach new and existing employees, contributing to improved productivity, confidence, and overall team performance.
• Play a critical role in maintaining service quality standards by providing ongoing operational support and guidance across multiple teams.
• Recognized for strong problem-solving skills, reliability, and the ability to manage high-priority situations in a fast-paced environment.

Senior Customer Care Executive (Previous Role)

• Delivered exceptional customer service by handling customer inquiries, resolving concerns, and ensuring a positive customer experience.
• Consistently maintained high customer satisfaction through effective communication, active listening, and solution-oriented support.
• Managed customer interactions across multiple communication channels while meeting quality and performance standards.
• Demonstrated strong ownership of customer issues, ensuring timely resolution and effective follow-up.
• Collaborated with internal departments to resolve escalations and improve service efficiency.
• Built a strong track record of performance, leading to selection for a specialized support and training role within the organization.

CORE COMPETENCIES

• Operational Support & Floor Management
• Training & Onboarding
• Team Mentoring & Coaching
• Customer Service Excellence
• Process Improvement
• Problem Solving & Decision Making
• Stakeholder Management
• Escalation Handling
• Cross-Functional Collaboration
• Communication & Relationship Management
• Multi-Channel Support
• Adaptability & Quick Learning

KEY ACHIEVEMENTS

• Promoted to a Support Staff/OJT role within two years based on performance, process knowledge, and leadership potential.
• Successfully supported 3 operational teams and provided guidance to 45–60 agents on a daily basis.
• Recognized as a trusted resource for process-related support, training, and operational issue resolution.
• Contributed to improving team efficiency by reducing dependency on escalations and accelerating knowledge transfer for new employees