Anthony Pepper Email & Phone Number

Carlisle, Pennsylvania, United States

Carlisle, Pennsylvania, United States

• Led cross-functional teams to solve business challenges with customer interactions to drive sales through process excellence and project management.• Advocated for Ahold Delhaize USA brands in customer interactions and collaborated with key stakeholders to optimize business processes.• Utilized Lean methodologies to design initiatives that supported key business objectives in Customer Care at Ahold Delhaize USA.• Working with Ahold Delhaize USA brand key stakeholders on customer reporting needs by working collaboratively to with Customer Care Business Analysts.

Carlisle, Pennsylvania, United States

Analyze data to provide performance reporting to Customer Support leaders (daily/weekly/monthly scorecards, department performance.•Responsible for creating, maintaining and distributing of accuratecontact center metric reporting for our internal team, brand partners,and other business partners to track performance and metrics againstour pre-determined goals.•Responsible for distribution of accurate reporting from our CRMplatforms requested by our internal team, brand partners and otherbusiness partners to show trends on the types of contacts•P lay an active role in creation of reporting, scorecards, dashboards,etc. required for our internal team, brand partners and other businesspartners•Analyzing data from reporting out of all systems related to metrics,trends, etc. and communicating findings to the appropriate parties.Presents data in a way to easily identify issues and makesrecommendations to mitigate concerns.•Utilizing WFM tool for entire Contact Center to complete:o Labor Forecastingo Schedule building and maintenanceo PTO calendar and request management•Analyzing schedule and labor forecasting to provide areas ofopportunity for upcoming training classes of existing associates andrecommendations on hiring new agents based on scheduling needs.

Pennsylvania, United States

Review and document grant applications for funding allocation approval for Non-Profits,Businesses, Tourism and Rental Assistance meeting Federal and State requirements.• Manage 7.2MM grant journal entries, reconciliations and reporting to meet Federal and State requirements.• Meet and coordinate with applicants on Federal and State grant audit requirements.

Camp Hill, Pennsylvania, United States

Provided analytic support in maintaining company forecast, and preparing yearly fiscal budget. * Provided KPI reporting to Senior Management impacting EBITDA. * Provided Excel analysis for baseline sales model to establish a forecasted sales plan. * Developed fiscal plan data for store plans by general ledger accounts in Excel. * Managed approval process for budgeted capital expenditures.

Camp Hill, Pennsylvania, United States

Provided Analytical Support in the identification, evaluation, tracking of operational efficiency opportunities, and initiatives across all Rite Aid functions. * Evaluated operation efficiency opportunities and assessed their incremental financial impact spanning EBITDA improvement, resource requirements, cross-functional dependencies, and execution timeline in supporting approximately $12MM of savings. * Identified measurements of success specific to each initiative and developed tracking reports to monitor incremental improvement against the plan, pre-initiative baselines and/or applicable control groups. * Developed KPI reporting and best practice value-added analysis to identify sub-par performing entities and associated improvement opportunities for alignment with high performers.

Mechanicsburg, Pennsylvania, United States

Supervised team of Corporate Customer Support representatives responding to customer concerns.* Managed talent from interviews to on-boarding, to coaching associates on handling quality calls efficiently for superb customer satisfaction and providing guidance on their development through associate appraisals.* Improved call length by approximately 25% with 1st call resolution exceeding goal of 80%, established an expectation of 50 E-mails per CSR by helping to transition personnel and procedures into a more efficient and focused call center.* Assisted with workflow processes for the department while managing the on-lineshopping operation within the call center between supervisory teams and point ofcontact with VP of E-commerce.* Supported managing efforts with Outsourced Call Center.

Mechanicsburg, Pennsylvania, United States

Completed various performance analysis and reviewed service measurements for developing a thorough understanding of consumer attitudes and behaviors to advocate continuous serviceimprovement. Served as liaison between operations and IT assisting in system requirements,modifications, enhancements and implementations.* Conducted trend/root cause analysis that transforms operational service data into concise actionable information.* Developed and delivered research findings to management that incorporate multiple inputs and provide tangible customer insight for improved Customer Satisfaction Score by 8 basis points. * Performed statistical analysis to identify the key factors that influence and predict customer behavior.* Led the project in developing and implementing two Inter-active Voice Responsesystems which improved service of locator calls by 28%.* Provided professional recommendations to department leaders, business partners, andvendors to develop staff and operate efficiently, to resolve operation and system issues.* Identified and delivered research findings to management that incorporate multipleinputs and provide tangible customer insight, along with evaluation and recommendationof Salesforce.* Led successful roles in several projects like the implementation, training of associatesand monitoring of the new Web Chat channel.* Developed tracking system and established procedures and processes for thedepartment to make the operation more efficient and improve quality of service.