Anthony Wisdom Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

Mississauga, Ontario

Managed legal demand letters, Ontario Small Claims Court and arbitration claims for Bell Canada’s business unit.Conducted investigations to ensure prompt and equitable settlement of claims within prescribed authority.Participated in legal proceedings - hearings, mediations, arbitrations, discoveries and trials - including testifying, if necessary.Monitored day-to-day service performance to ensure targets are met with respect to timely customer response both telephone and written.Responsible for running daily team operations, including daily schedules, analyzing complaints and customer satisfaction. Ensured complete customer satisfaction through delegation of critical issues to support associates for resolution and follow-ups.Met with customers face to face to communicate resolution of complex complaints. Evaluated and performance managed staff. Performed customer surveys to improve overall customer satisfaction.Consistently and significantly exceeded company standards for customer satisfaction.Identified and addressed staff training and coaching needs.Planned, prioritized and delegate work tasks to ensure proper functioning of team and customer commitments.

Mississauga, Ontario

Investigated and resolved complaints for Commissioner for Complaints for Telecommunications Services (CCTS), CRTC, legal and regulatory, while retaining the customer business relationship.Consistently worked with department lawyers, management and directors to ensure full resolution of complaints and compliance by employees. Reviewed Non- compliance issues with employees and department managers.Provided written resolution responses to internal/external customers, outside government agencies and outside law firms.Provided complaint resolution training to internal teams when required.Investigated claims and provided recommendations in an effort to reduce or prevent further legal action.

Mississauga, Ontario

Handled all legal claims and escalations within small medium business (SMB) and mid-market, while working closely with internal and external groups such as Bell media relations, CRTC, CCTS, MP, MPP offices.Co-ordinated with outside law firms for the investigation and resolution of cases for Ontario Small Claims Court filings, and addressed within the best interest of all stakeholders.Negotiated contracts and settlements for business customers using best business practice procedures.Instrumental in the launch of the Commissioner for Complaints for Telecommunications Services (CCTS) complaints response structure for Bell’s small medium business (SMB) groups.Acted as single point of contact for investigating, drafting and providing responses as required.Involved with the investigation and resolution of long distance calls fraud cases within the organization.Helped successfully implement a new mechanized system within the department to aid in the reduction of fraud complaints delays. This resulted in a 30% increase in customer response times and employee efficiency.

Mississauga, Ontario

Resolved and provided written complaint responses to company executives, regulatory agencies and privacy ombudsman.Resolved executive and CRTC customer escalations in a professional and timely manner.Conducted management in-charge duties.

Scarborough, Ontario

Provided sales and service of company business products.Actively promoted the products and services of the company to ensure the company’s profitability.Input all orders with complete accuracy.Facilitated and provided training to new hires within department. Exceeded sales targets resulting in President’s Club award.

Business Communications Certificate, Communication, General

Organizational Communication, General