Anthony E. Washington Email & Phone Number

Houston, Texas, Us

Restructured the call center services portion of the business making it more competitive in the automotive support space. Implementing modern call center technology, such as Workforce Management tools, Quality Assurance and overhauling the Client Services platform of the business. Setting strategic steps in place have lead to increased efficiencies and performance productivity, lower labor cost and much stronger revenue growth year over year. • Responsible for profit and loss statement management & department budget planning • Responsible for financial stability and development of growth strategies for multiple revenue streams.• Prepared and presented monthly P&L reports for business stake holders.• Partnered with the human resource team to develop policies, procedures, training, and recruitment programs that ensured a positive employee experience from onboarding to growth with the company. • Partnered with key department heads to develop and implement a successful quality assurance program including strategies and goals to meet company performance objectives.• Implemented systems and processes to improve efficiency and minimize labor costs.• Managed and supervised the internal billing and collections process.• Reorganized and structured the management team to reduce redundancy and overall labor cost while increasing Customer satisfaction and efficiencies.• Directed all aspects of operations including continuous quality improvement, community relations, and risk management.

Led and coordinated new call center start up at the executive level. Manages all contact center operations and the center's operational budget and serves as subject matter expert in call center sales, operation and business expansion. Recruits and develops leadership team players and sets criteria for hiring customer service and sales representatives. Developed training curriculum and Implemented standard of operation guidelines. Developed company employee handbook and supports the organization in the human resource management role. Analyzes data from the contact center to ensure quality. Provides updates to business owners on performance and team projections. Works closely with business owners on all levels of the business planning and designed simplified quality control measures, bonus plans, sales incentive programs and employee appreciation events.

Led and coordinated new call center start up at the senior management level. Directly supported a tiered call center sales team. Developed business relationships and assisted in negotiating price points with lead vendors. Managed call center operational budget and served as subject matter expert in call center sales and operation and business expansion. Recruited and developed leadership team players and set criteria for hiring sales representatives. Developed training curriculum and Implemented standard of operation guidelines, developed company employee handbook and served as an extension to our off site PEO human resource group. Worked closely with business owners on all levels of the business and designed simplified quality control measures propelled performance. Partnered with business owners to construct bonus plans and sales incentive programs that have successfully fueled sales that drove a 30% expansion demand in workforce personnel and revenue over a 3 month period. Accepted a new opportunity offering greater opportunities, compensation and greater company benefits.

Led a 500+ seat business process outsourcing center (BPO) with 20 direct leadership reports providing customer service, B2B, and technical support services for Best Buy/Geek Squad. Led the implementation team and the turnaround of the call center in 18 months. Established, achieved, and maintained Service Level Agreement and Quality goals while demonstrating success managing to customer service benchmarks.. Led implementation of new inside sales department start up and served as client service liaison to Best Buy, Inc holding offices in both Houston, TX and Minneapolis, MN. Developed client relationships and managed both call center and the special project’s budget. Served as subject matter expert in call center sales strategy, customer service, operations and operational expansion. Assisted in setting customer service hiring model for new hire representatives. Successfully managed multiple levels of staff while demonstrating the ability to achieve results through others.

Bellevue, Wa, Us

Supported 8 supervisors and as many team leads in an inbound technical troubleshooting, billing, sales and customer service call center. Nationally recognized for leading my unit to the companies highest regional performance award in customer service. Exceeded metric performance goals year over year. Promoted from Supervisor to Customer Service Operations Manager in an 1000 seat call center. In addition, managed two high volume retail stores in the Houston, Texas.

Charlotte, Nc, Us

Supervised, coached & developed production floor staff. Monitored and scored representative calls to ensure QA standards and performance standards were consistently met. I was very results driven and always made a point to acknowledge accomplishments, encourage development and address behaviors in a timely manner. Strong documentation skills and implemented human resource protocol appropriately.