Anthony Gutierrez Email & Phone Number

Nashville, Tennessee, United States

Sacramento, California Area

Guided, challenged, and developed remote teams of 10 Quality Assurance specialists and 6 Workforce Management analysts and specialists for the 6th largest credit union in the U.S. Created QA policies and procedures for over 200 employees interacting with over 1.1M members. Directed observations for calls and emails to assess performance. In a complex.

Sacramento, California

Motivated, coached, and recognized member service teams of up to 20 people. Worked together to deliver exceptional service. Conducted regular performance reviews and provided feedback to support the team’s professional growth and development. Tracked and improved multiple KPI metrics, including QA, AHT (Average Handling Time), ACW (After Call Work), Hold.

Sacramento, California Area

Managed and mentored on-site and out-of-state remote staff responding to inquiries and disputes from student lending customers. Advocated for customers. Provided ongoing coaching, training, and development to team members. Wrote and conducted performance evaluations, made employment decisions and set performance standards. Owned escalated issues in order.

Responsible for the day-to-day supervision of a hybrid team of agents that received inbound calls and trained new hires. Administered all phases of new hire structured on-the-job training for up to 30 trainees simultaneously.Results: Assembled a diverse team of 15 banker coaches using a selection process of interviews, including performance and behavioral.

Sacramento, California Area