Anthony D'Andrea Email & Phone Number

United States

United States

*Spearheads global CRM leadership representing $900 million dollars in revenue.*Coaches, trains, and mentors a team of 15 domestic and globally through leading and influencing, improving employee satisfaction, and dramatically reducing turnover.*Shaped and supported 45+ project management initiatives; transformed the guest experience through the development of customer engagement plans which led to improved customer satisfaction.*Conceptualized and authored global KPI’s to transform account manager performance.*Implemented global expansion of Salesforce Service Cloud into 100+CS teams; drove omnichannel communications.*Revitalized and modernized the adoption of ERP systems (ORACLE/SAP) to 350 users and 15 departments.*Supervised $500 million dollars in contracts on a Letter of Credit Terms.

*Coached, trained, and mentored a team of six global and domestic agents; pioneered 75 domestic and foreign accounts and contracts.*Architected and developed specialized international, individual, and group training programs based on stakeholder and management needs; drove engagement and retention while decreasing turnover. *Ignited on-time delivery metrics and ensured successful execution accountability.

Shelburne, Vermont

*Developed and optimized a historical reporting database for the contact center driving efficiencies. *Drove sales and conversions by quantifying agent performance metrics and results; implemented benchmarks and goals for the Contact Center and championed target execution.*Piloted the monitoring of sales calls and provided remedial strategic selling coaching as needed.*Transformed manpower planning and needs; formulated and optimized Contact Center staffing models.*Maximized CRM sales and service by cross-functionally collaborating with vendors and large accounts.*Planned and implemented over 600 telephone routing plans through Verizon Business Management.*Interviewed, hired, trained, and mentored hundreds of applicants for over seasonal and permanent positions.*Represented at software customer forum in Seattle, WA