James Anthony

2014 - 2015 Sr. Associate

2016 - 2018 Specialist.

2018 - 2021 SME / Process Coach.

2021 - 2025 Team Lead.

• Managing a team size of 35-40 people and supporting multiple geographical regions (USA and Canada) teams across the organization, and setting standards for established customer service policy.
• Leading and assisting all LOBs (Chat, Email, and Voice) teams.
• Managing voice team daily operations, inbound and outbound, for North America and Canada.
• Track team performance and engage in timely one-on-one meetings to improve engagement and performance.
• RCA - Root cause analysis to improve CSAT, and work on operational metrics, share feedback. Also, share new process updates in team meetings.
• Audit calls, emails, and chat transcripts, and share coaching and feedback.
• Responsible for improving customer experience (CSAT), NPS as the measure of success.
• Hold periodic meetings with operations to identify training needs, and engage the training team.
• Presenting bi-weekly performance to leaders, showing the progress and focus on non-performing agents, and working on the action plan.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Identifying customer-impacting issues, working out and implementing solutions, and process improvements to increase the customer satisfaction rate.
• Communicating company policies to associates and becoming the primary information source for staff, following up to ensure compliance and consistency, taking corrective action as necessary, and documenting the issue and actions taken.
• Achieve performance and objectives as per the metric goals. SL (Service Level Management ), make sure associates achieve the company's target. Received rewards for consistency.
• Supported team members in daily operations and resolved challenges.
• Delegated daily tasks to enhance group productivity.
• Worked on multiple projects and organized meetings to review project progress and updates.
• Participated in leadership meetings to provide updates and suggestions on business growth.
• Monitored daily workflow for compliance with established policies.
• Developed strategies for effective problem solving and conflict resolution.
• Delegate team tasks to ensure the timely completion of projects.
• Worked in Global Sales for commercial customers—Retail Sales, Educational, Federal, etc. sales as quality.
• Worked with onshore sales account managers to reduce the time to resolve issues faced by consumers, retailers, and the organization.
• Worked with cross-functional teams (Sales, Collections, Tax, and Finance teams) to fix issues on a timely basis.
• Handled executive escalations and team escalations in an effective way to achieve customer satisfaction.

• Documented troubleshooting steps in knowledge management system.
• Assisted customers with account management and software installations.
• Analyzed customer feedback to enhance service quality, efficiency, and CSAT scores.

• Semi-technical process (Verizon). Troubleshoot and provided technical assistance to customers via phone and chat support.
• Provided product information and assistance to enhance customer experience.
• Suggested improvements that could be made within existing processes and procedures related to providing excellent customer service.