Anthony Mccabe Email & Phone Number

Greeley, CO, US

Englewood, CO, US

• Ensured agent retention by designing and implementing better on the job training anddeveloping a new KPI focused coaching structure
• Responsible for hiring, training, and career development of support supervisors andteam leads
• Created and managed projects to reduce unnecessary service calls that resulted inmonthly cost reductions, as well as an increase in efficiency
• Oversaw new hire recruitment, interviewing, onboarding, and training side by side withthe recruitment team and talent acquisition

Englewood, CO, US

• Handled day-to-day training and coaching of supervisors and team leads
• Created strategies and reporting for KPIs to better understand agent productivity
• Worked with other departments to launch company initiatives for customers acrossdifferent states
• Fostered a positive team environment by recognizing and reinforcing individual and teamaccomplishments through incentives and various rewards.

Englewood, CO, US

• Evaluated KPIs and structured 1x1 coaching and team meetings providing feedback andsetting personal and team goals
• Trained new and tenured agents on their roles, business policies, and procedures toassist in performing their tasks
• Assisted with the creation of new reports leading to a better understanding of agent KPIsand allowed for better coaching and development
• Handled disciplinary action for agents who failed to meet KPI goals

Englewood, CO, US

• Assisted customers in troubleshooting their internet connections, as well as providingclarity on billing and pricing
• Recorded customer issues and resolutions in CRM software ensuring accurate recordkeeping
• Skilled in adapting communication style to effectively engage with individuals at variousknowledge levels, ensuring clarity and understanding across diverse audiences

Florham Park, New Jersey, US

Supervised a team of 23 technical support representatives. Coached and guided them to improve. Held weekly team meetings and met with upper management weekly to show progress. Also managed employee time cards to ensure pay accuracy as well as carrying out disciplinary action when necessary.

Florham Park, New Jersey, US

Supported customers and their devices with a wide array of technical issues. Educated customers on how to better use devices and avoid future issues. Assisted in the training of new highers through a nesting program where I helped teach material as well as worked one on one with new hires. Took on a team lead position before being promoted to supervisor.