Phil Anthony Email & Phone Number

Toronto, Canada Area

Leading a rapidly growing contact center, driving sales results and customer service excellence by being a hands-on-manager and great communicator to my team. • Accountable for contact center performance objectives and achievement of KPIs • Call monitoring and compliance • Facilitate the hiring and training of new hires • Lead weekly status meetings with team leads, conduct one on one people development sessions • Handle Escalations • Responsible for departmental targets for service levels, turnaround of tasks, and customer satisfaction • Evaluate and coach employees. Assess the team for effectiveness and improvements • Navigate any and all issues that arise with clients in the most appropriate and expedient manner possible • Manage and provide Daily, weekly, monthly KPI reporting and implement new strategies for customer service • Understanding employee capacity, task intake, output of completed items, and efficiency of efforts. Always looking for continuous improvements to staff department correctly • Top company leader for Customer Service surveys of 93.4% overall 3 months running • Improved the Net Promoter Score (NPS) and reducing customer attrition, (Toronto team score of 91%, 2% over company average of 89%) • Lead and motivate the sales team to maximize every sales opportunity and achieve SLAs (Number 1 sales team 3 months running by 150% over previous quarter) • Accountable for interpreting and utilizing call center data to drive call center planning and results • Maintain agent average wrap time/hold times to 60 seconds or less through daily coaching • Work creatively to attain goals and meet objectives as business demands change Accountable for the compilation and communication of sales performance updates to the senior team

Toronto, Canada Area

Top-level senior manager and team leader, training and coaching a staff of 20 plus retail professionalsResponsibilities • Inventory management and control • Sales projections for each store • Labour management and mediation • Manager coaching and development • Recruitment and training • Retail planning/product planograms • Marketing initiatives for each location • Multi- unit management of 8 locations across the GTA • $1M per store revenue goal • Conduct monthly district meetings and effectively present to all levels of senior management within the organization on findings • Lead discussion groups of new store designs at yearly corporate symposium, complied information and presented to corporate senior management • Develop sales strategies with managers • Coordinate setup and visual branding based on corporate vision • Compiling and analyzing sales figures • Monitoring teams’ daily sales performance • Reaching the area sales target and goals • Maintaining and increasing sales over previous fiscal year • Reporting to senior management with weekly progress updates

Markham, On

Senior Store Manager and Visual Merchandising specialist for upscale paper boutiqueResponsibilities• Highest ADT and AIT in the region consistently for 2 years• Increased revenue YoY by 9% through seasonal and promotional branding initiatives• Conduct on-going financial analysis• Develop successful team through training, coaching and corporate guidance • Conducted weekly customer service training meetings• Lead ongoing training of visual merchandising with staff• Implemented monthly training seminars for custom print• Coordinate custom printing wedding nights• Strong, self-motivated, with the ability to coach and motivate others • Reporting and analysis of store metrics for regional management• Store Inventory management• Subject matter expert on multiple product lines, supporting sales staff• Liaise with regional vendor partners to market promotional offerings• Cross-market promotional activities through local media and business partners• Marketing of overstock and promotional items through regular seasonal sales • Liaise with vendor partners to generate custom print transactions • Managed internal database of local supplier contracts and pricing• Liaise with local, regional and national management team

Toronto, On

Branch Manager and Regional Training Coach for one of Canada’s largest Payday Loan companies Responsibilities• First year was able to reduce loan delinquency by 19%• Implemented new training which helped region reduce delinquency by 4%• Experience in risk assessment and financial analysis• Trained local and regional sales staff on internal business practices• Trained sales staff to identify and mitigate potential fraudulent activity• Trained sales staff to perform collections in an ethical and transparent manner• Coordinated and conducted monthly training calls with region • Provide Pay Day loan for subprime clients• Ensure that clients have appropriate documentation and sources of incoming funds• Provide advice and guidance on responsible lending practices• Maintained professional objectivity when interacting with clients