Anthony Gibbs Email & Phone Number

Tucson, AZ, US

• Lead teams of up to 20 agents providing individualized coaching to exceed company metrics and expectations for customer satisfaction, interactions, and service ticket response time.
• Within 3 months improved teams quality assurance metric by over 10% on average per agent to set the record for highest quality assurance metric achieved in a single month.
• Reduced teams average monthly call escalations by over 20% through individualized call reviews, verbiage assistance, and consistent feedback on call quality with agents.
• Reduced team average call handle time by 10% by coaching on system navigation, hotkeys, and creating templated comments and guides adopted company wide.
• Alleviate IT workload by mapping network drives and resolve technical issues including VPN connection issues, hardware malfunction, and software troubleshooting.

Chandler, Arizona, United States

• Lead and train teams of up to 40 employees on company processes, procedures, and company systems, cybersecurity awareness in the company to ensure the protection of confidential data.
• Slashed new hire attrition rate by 35% through surveying new hire staff regarding course satisfaction and adjusting training program to increase knowledge retention and morale.
• Evaluated reports and statistical data from employee metrics to understand trends and increase employee productivity by 28% through focused coaching.
• Heightened department reporting efficiency by 95% by creating and generating automated reports for agent metrics and statistics.

Chandler, Arizona, United States

• Handle escalated calls from customers and vendors regarding issues with their deliveries.
• Provide live coaching and assistance to agents to ensure the correct processes and expectations were set on calls.
• Handle social media and Better Business Bureau complaints quickly and efficiently to ensure customer satisfaction.
• Became the first Escalations Specialist promoted to the Training Department in company history due to strong communication, in-depth knowledge of company process and procedure, and ability to effectively present.

Chandler, Arizona, United States

• Answered calls from customers and vendors to assist with an array of questions or issues with the delivery of packages.
• Consistently handled the highest volume of calls day over day while exceeding quality assurance expectations.
• Promoted to the Escalations Department due to strong performance, de-escalation skills, commitment to quality assurance becoming the first Customer Care Advocate promoted directly to the Escalations Department in.

Chandler, Arizona, United States

• Exceed monthly car sales quota by creatively pursuing sales leads. Establish rapport with customers via phone and email to secure their trust and business.
• Strategically negotiate with customers to increase profit margins. Maintain meticulous notes and logs of all customer contacts in company CRM.
• Improved sales profits for the internet sales department by 33% via advanced soft skills and customer service.
• Boosted sales volume by 10% by understanding customer needs and earning their trust.

Alexandria, Virginia, United States

• Alleviate customer complaints via direct contact and Better Business Bureau. Ensure employee compliance in the fields with company, OSHA, and DOT safety regulations.
• Diminished company damage costs by 75% by implementing a rigorous and continuous training program for employees.
• Enhanced customer satisfaction scores by 15% by implementing a constant communication program for the customer. The program included before, during, and post-move follow up with the customer to prevent or mitigate any.

Bachelor Of Science - Bs, Computer And Information Systems Security/Information Assurance

Certificate, Cybersecurity, A+

An intensive 24-week long boot camp dedicated to honing technical skills through hands-on application of core cybersecurity principles..