Anthony Cole Email & Phone Number

Plano, Texas

Tulsa, Oklahoma

Tulsa, Oklahoma

Created support processes for external leadership team to strengthen brand loyalty for Samsung and AT&T. Identified new trends and communicated solutions via training materials or internal/external high-level conference meetings. Developed core content and original materials to improve performance in technical support and sales. Managed strategic partnerships for international call centers.• Decreased warranty replacements by 56% resulting in savings to Samsung of over $18M with a ROI of $14.8M.• Increased customer satisfaction by implementing consistent focus on training and educating the customer on products.• Applied first-hand knowledge to training and education with agents and management to improve brand loyalty.• Improved KPIs (Reducing AHT by 23%, improving NRS by 18%, increasing RES by 26% & reducing 72hr repeats by 54%) by analyzing available reporting data to identify opportunities, enhancing and improving tools and developing new training processes.• Facilitated trainings for new product and OS launches.• Remotely managed 2 partner sites internationally.

Tulsa, Oklahoma Area

Designed new service process for the mobile service and repair program improving performance metrics from fifth quintile (#525 out of 530) to top quintile (#22 out of 530) within 3 months by analyzing customer survey data, repair ticket data and pioneering new device repair processes. Excelled in performing necessary duties and trainings to improve performance of the service & repair process for the Tulsa market. Solve multi-faceted customer requests that contribute to the successful operations of the market. Apply methods and knowledge to assess the situation and identify the right solution with devices, applications and accessories. • Consistently surpassed all service and repair targets and sales metrics while maintaining an above-average work load. • Mentored new hire employees and taught the basics of the service and repair program and how to uncover sales opportunities through needs-based identifying.• Strong leader with the willingness to work hard to improve the service and repair process.

Tulsa, Oklahoma Area

Developed new re-manufacturing processes for T-600 Lexmark & HP color series of cartridges. Created and launched new inventory system that dramatically increased efficiency and profitability. Performed competitive analysis to set pricing with maximum profit margin. Refined manufacturing processes across all products to improve quality assurance.• Streamlined processes through creativity and innovation. • Launched new products.• Developed & trained technicians to improve quality for customer satisfaction.