Lovina Anthony

• Leading 4 teams at EduBridge – Learning & Development, Training and Placement Delivery, Operations and Customer Experience teams - 5 direct reports and over 200 indirect reports as an Excellence Ambassador
• Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership
• Led operational team in development, rollout, and management of new product lines
• Hired and managed employees to maximize productivity while training staff on best practices and protocols
• Facilitated communication between departmental teams and stakeholders to build consensus
• Inspired innovation by creating an environment that encouraged creative thinking and problem-solving capabilities
• Influenced key stakeholders through effective communication strategies that garnered support for critical projects
• Launched new products successfully into the market after meticulous research, planning, and marketing campaigns
• Established a culture of accountability by setting clear expectations and holding individuals responsible for results
• Supported project management team for optimal performance
• Increased customer satisfaction through continuous improvement initiatives and excellent customer service
• Spearheaded talent acquisition efforts, attracting top-tier talent to build a high-performing team
• Streamlined organizational processes by evaluating current systems and implementing improvements
• Adopted cutting-edge technologies to improve productivity levels within the organization
• Directed change management initiatives that aligned employees with evolving business objectives
• Enhanced company performance by implementing strategic plans and overseeing daily operations
• Established innovative policies to improve organizational performance and increase customer satisfaction
• Managed crisis situations effectively while minimizing disruption to daily operations
• Drove revenue growth by expanding product offerings and identifying new market opportunities
• Spearheaded development and implementation of distributed organizational structure to increase efficiency
• Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership
• Cultivated strong relationships with external partners to foster collaboration and maximize resources
• Delivered operational excellence by optimizing resources, processes, and overall cost structure
• Developed strong partnerships with cross-functional teams for improved collaboration and efficiency
• Promoted from Training Head to Senior Vice President to President

Training and Quality Management for over 100 advisors.

• Performed detailed data analysis to identify trends, uncovering opportunities for further enhancements in product quality or operational efficiencies
• Developed training programs to enhance employees'' understanding of quality standards and expectations
• Improved product quality by implementing and monitoring rigorous quality control processes
• Fixed identified issues to increase productivity and boost workflows
• Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies
• Fixed identified issues to improve workflows
• Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions

• Managed work and performance of more than 15 employees
• Scheduled daily service center employees and monitored performances
• Presented budgets and performance reports to corporate offices
• Established performance goals for staff, providing ongoing feedback and coaching to drive success
• Maintained a safe working environment by enforcing strict safety protocols and guidelines
• Resolved escalated customer issues promptly, strengthening customer loyalty in the process
• Promoted a positive work culture by fostering open communication channels among team members
• Collaborated with other departments to address cross-functional challenges and improve overall company efficiency
• Aligned team objectives with organizational goals through effective communication of expectations and responsibilities at all levels of the workforce hierarchy
• Improved customer satisfaction by implementing efficient service center processes and procedures
• Enhanced team performance by providing regular training and development opportunities
• Championed continuous improvement initiatives that contributed significantly towards enhancing overall operational efficiency

• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies
• Established and cultivated solid business relationships with new or existing customers
• Built long-lasting client relationships through excellent customer service and consistent followups
• Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs
• Streamlined sales processes for improved efficiency, resulting in higher conversion rates
• Evaluated performance against goals and implemented appropriate development plans
• Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business
• Evaluated competitor offerings to maintain a competitive edge, adapting strategies as necessary for sustained success

• Evaluated employee performance on daily and weekly basis and coached and trained 24 team members, increasing quality of work and employee motivation.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Led employee relations through effective communication, coaching, training, and development.
• Recruited and trained high-performing team members, maintaining optimized customer service.
• Coordinated team collaboration to share ideas and build best practices.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Streamlined communication channels for increased efficiency in project execution and decision-making processes.
• Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
• Delivered regular team meetings for aligned work towards common goals.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Offered advice and assistance to customers, paying attention to special needs or wants
• Developed and actualized customer service initiatives to decrease wait times
• Informed customers about special promotions and provided detailed information for various products
• Responded to customer calls and emails to answer questions about products and services
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry
• Increased revenue by cross-selling and upselling products and services
• Provided product and service recommendations to guide customers on products to meet varying needs
• Streamlined communication with clients for improved service experiences and increased loyalty
• Kept detailed records of customer interactions to track and resolve issues quickly
• Monitored customer feedback channels, identifying areas of improvement for enhanced service quality
• Provided training and support to new associates to help provide high-quality customer service
• Collaborated with team members to achieve monthly targets and optimize workflow efficiency

• Offered advice and assistance to customers, paying attention to special needs or wants
• Informed customers about special promotions and provided detailed information for various products
• Responded to customer calls and emails to answer questions about products and services
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry
• Answered customer telephone calls promptly to avoid on-hold wait times
• Increased revenue by cross-selling and upselling products and services
• Provided product and service recommendations to guide customers on products to meet varying needs
• Solved problems with products and services by providing customers with technical support
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues