Anthony Stephens Email & Phone Number

• Responsible for overseeing daily operation for phone, email and chat queues to ensure customer are assisted within specified time frames. Demonstrated strong leadership skills and the ability to coach and motivate team.
• Developed, implemented and maintain support videos to assist customer with DIY of there new and existing EdgeStar/Koldfront product. This brought call volume down by 19.8% while revenue increased by 15.1%.
• Coordinated both market research and development with marketing to bring www.kegskin.com to the Living Direct network of websites.
• Oversaw implementation of at home agent “AHA” using Cisco VPN and Remote Desktop for the tech support department.
• Responsible for overseeing both OEM (original equipment manufacturer) and Extended Warranty Service implementation project including implementing a new process that allows A&E – Sears to service in-home warranty of.

Took in bound calls from customers wishing to make reservations.Trained employees on daily tasks.Managed marketing budget for local and Internet monthly sales.Developed and executed marketing plans to drive internet salesNegotiated closure for business meeting, weddings and reunion.Assigned tasks and goals to employeesVerified goods / services had been.

Austin, Texas Area

• As senior customer service support rep for the Apple Care Customer Service Division – responsibilities included Help Desk, Sales Support, Peer Mentor, Direst Dispatch, demonstrating strong leadership skills and the.
• Conduct refresher training for existing apple care agent who where not meeting monthly metrics.
• Participated in two back fill positions assisting different departments with resolving over flow call issues.

Chantilly, VA

Responsible for managing client spare parts orders, as well as maintaining count of inventory and placing part orders to the factory. As part of this role, responsibilities included monitoring of timely receipt of electronic troubleshooting report. Worked with service engineers to reconcile billable hours and parts. Assisted sales with configuring systems.

• As an International Senior Customer Support III, supported, trained, assisted and work closely with Taiwan RBU to insure all operational needs were consistently met. Provided feedback to the executive team regarding.
• Managed merger between Steag and Mattson customer service databases, as well as overseeing inventory transfer.

Austin, Texas Area

• Responsible included delivering stellar customer service for Southwest and British Airways, Ann Taylor, and Holiday Inn customers in a fast-paced environment. Setup card members under REAP program and settled accounts.
• Team Manager relief, learning all aspects of managing, evaluating call metrics, on-going coaching and feedback.

Diploma, Business Technology

Education record