Anthony Dunkley Email & Phone Number

Las Vegas Metropolitan Area

Manage a portfolio of products, features, and use-cases for a endpoint security solutions. Drive delivery of features with engineering teams. Align product strategies and visions across Amazon. Engage with stakeholders and customers in reviews, interviews, etc. Dive deep into technical solutions and implementations to help find forward paths for implementing features and use-cases. Collaborate with stakeholders and peers to drive align visions and long-term directions for dependencies and customers.

Greater Seattle Area

Led security programs covering the CS organization responsible for ensuring secure endpoints are available for all users accessing customer data and manages the programs of deploying new security initiatives within the CS Security organization. Managed endpoint life cycle to ensure the CS organization was up to date with the latest endpoint security. Removed insecure processes from CS operations processes by influencing partners, system owners and internal customers to operate within the secure environment by analyzing current unsupported use cases and deep dive processes that may need to be forwarded onto the product/engineering team as new feature requests.

Greater Seattle Area

Engaged cross-functional stakeholders across various entities of Amazon to successfully manage change. Worked closely with engineering teams, design, and other program managers in an agile environment to deliver results for a growing virtual customer service workforce. Served as a leader for managing global internal and external relationships to ensure world-wide service delivery to support global expansion efforts. Served as a point person for high level issue resolution between stakeholders and customers. Used business criteria and values to evaluate alternate courses of action making timely choices based on the options and information available.

Greater Seattle Area

Managed team of 4-6 Workflow and Real Time Analysts responsible for managing staffing of CS associates for single Amazon CS location. Managed creation and maintenance of CSA schedules to meet SLAs and productivity goals. React to changes in contact volume and manage staffing changes in real time. Coordinate with gloal capacity planning team and other sites workflow teams to accurately represent capacity and planning. Build and report of site specific metrics to Sr. Site Leadership and glocal capacity planning team.

Grand Forks, North Dakota, United States

Responsible for the overall performance and operational delivery of team of 20-40 CSAs while working with key support functions such as Capacity Planning, Workflow and Quality Assurance to review performance trends and opportunities and take action to improve the service level and quality of performance. Escalation point for Team Leads to take action on issues or barriers impacting the customer experience. Lead Kaizen events to solve people or customer issues. Accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls.

Grand Forks, North Dakota, United States

Handled the most escalated and egregious customer experience issues brought to the attention of the CEO and other executives and drive process improvement projects to eliminate root cause defects. Served a role model for customer service, resolved the most complex customer issues and created lasting solutions for the defects in our systems and processes. Worked directly in CS VP to provide input required to answer CEO "?" emails.

Grand Forks, North Dakota, United States

Set the vision and culture of team of 20-30 CSAs by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction and customer experience. Identify broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Resolve escalated customer issues via phone.

Grand Forks, North Dakota, United States

Served as the first point of contact for customers by answering requests through phone and email – included everything from order and product questions to payment matters and website guidance. Leveraged a variety of tools to navigate, research, and review solutions, and communicate effectively with customers.