Anthony Hogan Email & Phone Number

Norcross, GA, US

Atlanta, Georgia, United States

• The CPS is a customer facing support position focused on the client’s experience with the lifecycle of Client Account Manager. This includes primary contact for clients, predominantly regarding project management and.
• Account Management in serving as an extension of a client’s team
• Project management and presentation skills
• Advanced knowledge of telecommunications services and networks (voice, data, mobile, unified communications)
• Managing large volumes of data in excel and application databases
• Confidence in delivering in-person and web-meetings; including all levels/organizations within a client organization

Atlanta, Georgia, United States

• ScanSource Inc., Atlanta, GA$3.5B distributor of specialty technology products transforming itself into the center of solution delivery channel. 2300 employees. Nasdaq: SCSCManage service delivery, quoting, project.
• As senior escalation point person and SME within service delivery, resolve escalated issues that occur during installation process, improving on-time installation by 20%.
• Developed 6 operational staff members contributing to new portfolio of products and services, expanding market penetration.
• Provide senior leaders with revenue forecasts, achieving 97% reliability in forecasting.
• Manage business partner relationships from order fulfillment to invoicing and collections, contributing to a 98% customer satisfaction rating on completed projects.

Peachtree Corners, Georgia, United States

• · Led activation and implementation of technology deployment supporting Avaya, Microsoft, Cisco, Mitel and HP. Oversaw team of 6 project managers and project coordinators. $2MM budget.
• Managed over 50 implementations per month, delivering projects on time and on budget without compromise of quality or scope of project deliverables, and achieving 98% customer satisfaction and $5MM/year revenue with.
• Identified issues and improved processes, reducing customer escalations by 50%.
• Managed internal and external project resources including project managers, engineers and trainers, ensuring adequate resources for project fulfillment.
• Developed, implemented and reviewed core responsibilities and tasks analyzing performance statistics, contributing to 10% improvement in customer satisfaction and increasing customer repeat business by 27%.
• Forecasted and analyzed weekly and monthly actuals vs budget, improving on-budget implementations by 25%.

Duluth, Georgia, United States

• A leading provider of integrated medical cost management solutions for auto personal injury projection and workers’ compensation markets nationwide. Solutions included pharmacy benefit management, ancillary services.
• As liaison with senior Pharmacy Call Center agents, monitored calls contributing to quality improvements and 15% reduction in errors.
• Developed long range objectives for pharmacy operations including cost, benefits, resources, and schedules.
• Developed and led staff training, evaluated staff performance, and coached associates, reducing:
• Average speed to answer by 90% to 19 seconds.
• Average call abandonment rate from 7.5% to 4.5%.