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.

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..

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.

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.

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.

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..

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.

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.