Anthony Alers Email and Phone Number

Conduct thorough analysis of data and trends to drive the development and optimization of business strategies, leading to measurable improvements in employee engagement and customer satisfaction. Create and implement key performance indicators to assess team effectiveness and performance. Cultivate a motivating contact center culture through influence and servant leadership principles, ensuring high levels of engagement and support within customer service teams.

Led a team of 8 sales and support supervisors each with teams on average of 16 front line professionals supporting a 16-hour daily operation for a 23,000-employee company. Monitoring and analyzing contact center performance data to identify gaps or opportunities and drive continuous process improvement. Implemented data-driven decision-making processes with a focus on optimizing call center operations and performance metrics, including reducing transfer rate from 26% to 13%, reducing average call handle time from 1150 to 950 seconds, and improving our average sales output by 250%. Fostered a positive and proactive work culture that promotes employee engagement, motivation, and satisfaction, resulting in reducing attrition from 11% to 3%. Managed day-to-day operations of the call center by working closely with Senior Leadership, Operations Managers, and Supervisors, leading to improvement in coaching effectiveness, coaching completion, and leader development.

Managed and oversaw a retail store including recruiting, training, and mentoring new and existing store managers and sales representatives to ensure store exceeded company standards in sales targets, KPIs, and overall customer experience. Oversaw and managed inventory, ordering, and shelf stocking processes; responsible for ensuring the accuracy of stock levels and minimizing stock loss. Developed and implemented effective sales and marketing strategies to drive traffic, boost sales, and increase profitability. Spearheaded customer-centric initiatives to enhance the overall customer experience such as google review rewards and free customer smartphone workshops resulting in return customers and referral business.

Managed a team of 7 sales representatives, providing training, mentorship, and coaching to enhance their sales/negotiation skills and build strong client relationships. Developed and execute sales strategies and campaigns, targeting untapped markets and channel partners, and delivering on established KPIs, including opportunities, revenue, and GP. Delivered quarterly and yearly revenues, growth, and profit objectives in line with organizational goals while managing costs and budgets efficiently. Analyzed market trends, sales KPIs, and customer feedback regularly, utilizing the analysis to drive continuous improvements in the sales process, product offering, and customer experience.