Anthony Conlon Email & Phone Number

San Jose, Ca, Us

Seattle, Washington, United States

Seattle, Washington, United States

Developed and led a team of 10 high-performing program managers responsible for Reality Lab's proactive and reactive support solutions, serving 20M customers.- Built and delivered XFN strategy and operational workstream improvements with key stakeholder teams that increased Help Center helpfulness scoring by 12.8%, achieving $2M company savings per year. - Drove team dependancies for XFN content redesign of the Oculus Help Center, improving home page search adoption by 35% and reducing article navigation clicks from 5 to 2 within first 60 days.- Ideated, scoped and presented new business Quarterly Business Review series between Content Education and Post Sales Operations teams to senior leadership, improving visibility on operational performance within self-service space.- Empowered team through an unplanned business escalation to drive new intake solution, enabling 685K hardware unit recalls via self-service to save 16M in CS contact operational costs, sustaining +63 Net Promoter Score sentiment and exceeding adoption rate by 40%.- Led team’s implementation of Tier 0 issue identification for support chatbot, saving 8.5k agent hours and contributing to $220K savings for customer containment.- Developed objectives and key results for team planning, and co-developed shared goals roadmap with XFN partners to directly contribute to yearly vision planning with engineering, product, and operational partners.- Coached team members for opportunities to manage-up project impact and stakeholder awareness, improving personal work dimensions in confidence and autonomy by 11% half over half.- Conducted 100 interviews across internal and partner roles, executing and/or contributing to 30 key hiring decisions.- Facilitated Standout 2.0 assessment for team members to identify individual strengths and synergies within group, and applied data output to their career planning and project opportunities to leverage their skillset.

Seattle, Washington

CX Specialist that focused on building business improvements to eCommerce, Risk & Payments customer escalations and experience gaps with cross-functional stakeholders to improve user sentiment. - Leveraged Voice of Customer & Zendesk data insights to drive 9.6% decrease in false-positive cases from customer support order tickets over previous Oculus hardware launches - Drove CX summit and workshop activities with XFN stakeholders that identified additional process gaps that required mitigation, and prioritized efforts to support on-time product launch readiness.- Initiated XFN process automation for risk case analysis that prompted additional customer validation layer, driving down order cancellation rate by 14% and improving CSAT scoring by 10% on order cases. - Created first unified internal channel with international Payments Compliance teams for announcements, process flows/updates, and emerging operational issues that impact both PayCom and AR/VR teams.

Seattle, Washington

Managed Oculus product, orders and payment support via Zendesk CRM, handling customer escalations for advanced technical troubleshooting for hardware and software experiences.- Maintained 88% Customer Satisfaction and 90+% Agent Satisfaction score agents half-over-half.- Identified process issues affecting the customer experience across QA Payment testing, Risk Investigations, Compliance, and Enterprise Engineering teams. - Created and delivered CS/CX roadshow deck to internal XFN stakeholders, improving relationships and identifying key operational dependencies for customer support- Managed unplanned CS-dependent marketing campaigns and legal notices that affected user experience, creating over 13k outbound communications for customers.

Greater Seattle Area

Managed Tier 3 escalations for Oculus Customer Support, upholding Service Level Agreement requirements for customer tickets in Zendesk. - Delivered white-glove support experiences for over 1100 complex user issues every month- Achieved 85% customer sentiment quarter-over-quarter for challenging customer scenarios and advanced technical troubleshooting situations for VR hardware and software.- Handled key sensitive escalations around customer payment failures and business compliance issues

Bellingham, Washington Area

-Grew new, high quality and long term partnerships with ministries while strengthening relationships with current partners.-Creating structure and organization for connecting with ministries, prioritizing leads in good order.-Adhering to excellent communications with both company employees and external business partners

Bellingham, Washington Area

-Growing and strengthening High Priority client partnerships, establishing new ways to create effective partnerships using company resources.-Support interview candidate loop and train new hires during onboarding process.-Develop guidelines and materials with Manager to increase efficiency and effectiveness of booking process.-Weekly coaching and meetings with each team member, in reviewing their progress and addressing any questions or concerns.

-Handled inbound customer calls to help troubleshoot their software program.-Diagnosed customer issues with open and closed ended questions.- Provided best solutions for customers needs, helping increase company profitability by qualifying customer with best software upgrade.

Rochester, New York Area

Rochester, New York Area