Anthony Minor Email & Phone Number

Manchester, England, United Kingdom

Overall responsibility for providing a fantastic customer service via Ticket Based platform Zendesk.Responsible for the creation and ongoing reports within Zendesk using their inbuilt dashboard creator, providing the wider business with key analytical data.Represent the Customer Support function internally & externally in presenting the curated data from Zendesk.Project managed the implementation of Zendesk across Customer Support function including integration of third-party apps including CSAT, Amazon Marketplaces & Translation software.Demonstrated leadership skills in managing projects from concept to completion.Assisted Customer Support Manager with general management duties such as Coaching, 121's, Audits, Reporting, Complaint escalations.

Manchester, England, United Kingdom

Responsible for the creation of multiple ongoing reports within various systems providing the wider business with key analytical data.Used a variety of reporting tools and software including Excel to create multiple details reports from raw data.Represented Customer Support function in both internal and external meetings.Trained and supervised a team of 15 Customer Support representatives within the 24/7 operation in providing quality service to customers in the highly regulated gambling industry.Assisted with the implementation of Zendesk across all areas of the business.Assisted with the implementation of Bold360 chat software across the Customer Support team along with the inclusion of an additional 150 brands.

Manchester Area, United Kingdom

Responsible for providing a very high level of service to customers and leading agents by example of multiple brands, including those of external companies such as Wigan Warriors and regulated brands such as Property moose and Kerching Casino.Provided holiday cover for Customer Support Manager.Resolved Customer Support issues using company processes and policies and provided updates to customers.Handled customer inquiries and acted as a first point of contact for escalations.Coached new team members on service techniques and provided scoring through quality assurance program.Trained new personnel regarding company operations, policies and services.Implemented and developed customer service training processes.Maintained up-to-date knowledge of product and service change's.Met customer call guidelines for service levels, handle time and productivity.

Manchester Area, United Kingdom

Responsible for providing an amazing Customer Service experience for customers via email, telephone and web chat.

Manchester, England, United Kingdom

Assisted with the picking, loading and delivering of customers online shopping.