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 dual-role, I was responsible for the forecasting, scheduling, intraday and real-time monitoring of a contact center with over 2M annual inbound calls. Analyzed metrics and performance data to spot trends, opportunities for improvement, and areas of risk.

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 time, and ADH (Adherence).

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 to heal relationships.Results:Provided a world-class customer experience by resolving over 92% of complaints in less than two business days through proactive management of an executive office.Maintained a 95% or higher team quality assurance average through regular auditing, one-to-one coaching and feedback.Ensured 100% or better productivity percentage by analyzing, interpreting, and providing coaching based on performance reporting metrics.Established and maintained collaborative career development plans including direct mentoring, skills and interest inventories, career research, action planning and activity tracking directly resulting in greater employee engagement.

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 fit analysis; resulting in a business unit that generated $1M annual revenue.Exceeded a 25% call-to-product referral ratio through one-on-one performance coaching and sales skills assessment.Maintained a team quality assurance score of 95% or higher by expert use of remote, side-by-side and recorded call auditing and feedback.Analyzed daily, weekly, and monthly productivity reports including agent schedule adherence, conformance, and after-call work in order to achieve center expectations of 95% adherence and 98% conformance.

Sacramento, California Area