Anthony Setaro Email & Phone Number

Montreal, Canada Area

As the Service Desk Team Manager (TM), I oversee the daily operations of the service desk, ensuring seamless performance by managing the team and collaborating with stakeholders. My primary focus is on maintaining high customer satisfaction through strategic enhancements in support delivery and the development of protocols for remote technical assistance..

Montreal, Canada Area

As the Team Lead (TL), I ensure the efficient delivery of first and second-level desk support, oversee administrative tasks, manage employee payroll, and foster a productive team environment. I continuously monitor Technical Support Specialists, Experts, and Process Controllers to promote personal and team growth, aligning with Help Desk objectives and.

Montreal, Canada Area

As the Service Desk Expert (SDE), I ensure all Service Desk Agents (SDAs) perform at optimal levels, maintaining effective and efficient productivity. Acting as a coach and mentor, I address agent questions and concerns, with a focus on coaching both L1 and L2 agents as part of the quality assurance (QA) process to ensure high-quality customer service.

Montreal, Canada Area

As the primary support contact for TJX employees and customers, the Service Desk Agent (SDA) undertakes diagnostics and troubleshooting tasks on incoming customer calls. Committed to meeting and surpassing Help Desk service standards, including Customer Service Level Agreements (SLAs) such as Average Call Wrap-up Time (ACW) and Average Handle Time (AHT).