Anthony Norris Email & Phone Number

Greater Atlanta Area

Licensed agent responsible for recruiting, training, retain, and develop new agents, assist union, credit union and association members in providing whole life and term life insurance coverage based on their needs, as well as process the necessary paperwork to ensure members are covered and protected in an efficient manner.

Greater Atlanta Area

Responsible for checking analyses from Problem Management to determine issues that need to be reviewed with agents, work with QA department to ensure Level 1 agents meet guidelines and quality metrics, assist Workforce Manager with scheduling of agents to ensure adequate coverage and agent management, monitoring the queue to ensure agents are completing tasks in a timely manner, work with other departments to ensure agents are up-to-date of any changes being made to policies, procedures pertaining to @CFA, ServicePoint, and POS applications, monitor callback queue to assure callbacks are created properly and assist Level 2 agents in ensuring callbacks are reassigned in a timely manner, complete daily queue sweeps to monitor for incident management and ensure incidents are updated daily and appropriately and if applicable, provide additional coaching and determine agents’ training needs for recommendation to training programs, randomly listen to calls (remotely and side by side) with agents to improve quality, minimize errors, and track performance as well as providing immediate, bi-weekly and monthly feedback and reviews to agents, act as escalation point for all requests and incidents, and provide ad-hoc reports based on business needs.

Worked with clients, Project Manager and SME in order to gather and document business rules and requirements, assisted in writing use cases and creating Software Requirement Specifications, Functional Requirement Specifications, and Data Mapping Documents, worked several projects using various Software Development Life Cycles, assisted in scheduling and conducting daily and weekly meetings, JRD meetings and assisted Project Manager in creating monthly reports using SSRS, wrote T-SQL scripts using Joins and Sub-Queries in order to conduct research and analysis of data and was responsible for data cleansing so data could be stored in the data warehouse.

Training in Oracle Business Intelligence Enterprise Edition (OBIEE), My AXis, Microsoft Project 2007, Microsoft Project Server 2007, and My AXis Request (using Microsoft SharePoint). Primary job is to assist Program Managers and Project Managers in creating monthly reports, research and analysis of data resulting in reduction of redundancy of data and errors in reports for the company.

Greater New Orleans Area

Worked as an Administrative Assistant for the Cell and Molecular Biology Dept. Duties included placing office supply and accounts receivable orders, filing account payable and accounts receivable, processed and filed Ph.D. and Master’s Degree applications, assisted undergraduate and graduate students, answering phones, and scheduled meetings for the Office Manager and Computer Operations Manager . Also responsible for running office errands, sorting, posting and sending mail and correspondence to various agencies. As a Teacher’s Assistant to the Social Psychologist was responsible for assisting in research, analysis and documenting surveys to determine the impact of those affected by Hurricane Katrina.

Greater Atlanta Area

Responsible for hiring, scheduling, and training associates, customer service, prepared weekly Profit and Loss Reports, prepared weekly, monthly and quarterly inventory reports; responsible for ordering and keeping product fully stocked, wrote, prepped and delivered catering orders, conducted weekly department meetings, and ensured associates adhered to store policy.

Mather Afb, Ca; Osan Ab, Korea; Keesler Afb, Ms; Lajes Field Ab, Portugal

Responsible for keeping accurate records, typing temporary duty assignment orders and Airman Performance Reports for officers and enlisted, and maintaining and updating USAF Publications. Also responsible for posting and sending mail, and keeping postal supplies when needed.

Master'S Degree, Management Information Systems, General, 3.95 Gpa

Activities and Societies: Keller Graduate School of Management Alumni, MBA Highway / MBA & Recruiter Network, National Black MBA.

Master Of Business Administration (Mba), Information Systems Management, 3.98 Gpa

Activities and Societies: Keller Graduate School of Management Alumni, MBA Highway / MBA & Recruiter Network, National Black MBA.

Certificate, Information Systems Management, 4.00

Activities and Societies: Keller Graduate School of Management Alumni, MBA Highway / MBA & Recruiter Network, National Black MBA.

Bachelor Of Arts (Ba), Psychology

Activities and Societies: Tulane University Alumni, Psi Chi Psychology National Honor Society