Anthony Lemus Email & Phone Number

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

•Managed team comprised of 20 sales and support professionals and two senior support representatives.•Exceeded sales attainment goal by 20 percent or greater monthly, contributed 43% of the site’s total sales attainment annually, and ranked 1st in sales for 14 consecutive months for all North American sales sites.•Awarded AT&T Ace power award for highest customer satisfaction scores 9 consecutive months and finished 1st place overall annually. •Created sales strategies based on product value and customer benefit which allowed for both higher sales volumes and customer satisfaction scores.•Performed remote service observations as well as side by side monitoring to evaluate agents and provide feedback to increase call quality and exceed company metrics which included average handle time and first call resolution.•Created personalized monthly incentives to ensure that employees where highly motivated and atmosphere was constantly energized and fresh.•Proactively kept team motivated throughout the day to ensure a constant high energy sales atmosphere.•Conducted weekly team meetings to cover new strategies, goals, and best practices to increase productivity.

Tampa/St. Petersburg, Florida Area

•Managed thirty employees in three departments which consisted of a Collections Call center, legal document generation department, and quality assurance department.•Monitored employees daily productivity, work load and task effectiveness using excel spreadsheets and system of record reporting. •Communicated with clientele to resolve issues in service and to provide service updates as needed.•Achieved sales and support attainment goals annually with a less than 3% percent error rate which was a 10% decrease from my predecessor.•Created and updated excel reports that tracked daily/monthly revenue to ensure department productivity and financial needs were met.•Completed weekly and monthly employee evaluations alongside monthly productivity meetings and daily coaching/feedback.•Created company wide processes for several different departments which included preparing timelines, formulating procedures, creating presentations, and documenting trends.

Tampa/St. Petersburg, Florida Area

•Directed and managed all business operations, including 4 full-time employees and 10 subcontracted employees.•Created all business models and high-level strategies, which included call models, capacity planning, and financial budgeting.•Conducted accounting services, which included creating pay scales, invoicing, and completing payroll for all employees.•Resolved all client disputes and oversaw all client negotiations as they pertained to service needs.