Anthony Reese, Ii Email & Phone Number

Calabasas, California, United States

Drive customer loyalty by leading global, efficient customer-centric teams toward best-in-class performance.Represent the CS organization and our end-users as a stakeholder during business planning and PLCM activities.Be the face of the organization globally, publishing blogs and dashboards that detail CS activities.Extend global relationships with colleagues, vendors, distributors, service centers and other business entities.

Calabasas, Ca

-Drive the efforts of the fully-remote customer support staff to ensure the Yamaha Guitar Group standard of excellent service is upheld; proven year-over-year improvement in team performance.-Design/Build/Maintain CS-related systems: self-service support (KB/forum), inbound contact suite (ACD IVR, SMS textbot, chatbot, CRM) and reporting (KPI, CSAT, NPS); oversee content generation for those systems for WW consumption.-Liaise with WW internal/external customers, distributors, business partners and vendors.-Ensure new products are adequately supported at launch.-Introduction and management of revenue-generating service-related programs, products and services.-Co-manage eCommerce platform, focusing on shipment tracking, returns and refunds.-Ensure customer PII is removed according to GDPR and CCPA compliancy standards.-Collaborate with WW cross-functional teams to achieve desired project results.-Provide Project Management teams with support ticket data analysis of current products to assist in design decisions on upcoming products.

Calabasas, Ca

-Ensure CSRs adhere to Line 6 policies.-Ensure CSRs provide excellent customer support by meeting or beating department metrics for phone and web-based support.-Produce reports detailing the department’s activities.-Act as main liaison between L6 CS and various internal and external contacts.-Various tasks as assigned by Director of Customer Service.

Calabasas, Ca

-Coordinate all activities involving the support of Line 6-distributed Propellerhead Software products, including training and developing support materials for other Line 6 CSRs.-Receive support calls from Line 6 users, dealers, distributors and employees and log support tickets into our CRM system. -Effectively resolve customer questions, issues and provide any necessary support. Track and respond to assigned e-mail support questions in the Line 6 knowledge base system. -Participate in online knowledge base content creation, maintenance, and forum moderation. -Participate in Line 6 beta test program for new products. -Stay apprised on Line 6 technical issues and support problems and report these issues weekly to Line 6 Customer Support Management.

Calabasas, Ca

-Screened calls for two agents.-Researched and marketed properties.-Drafted offers and counters using WinForms software.-Coordinated all aspects of escrow transactions.-Generated leads by cold calling.

-Procured clientele for boutique recording studio.-Coordinated talent for recording projects.-Performed back office tasks.-Secured limited distribution to release recording projects.-Secured production contracts with independent labels.

Westwood, Ca

-Managed all areas of daily operations of a small financial software publisher.-Maintained relationships with customers, clients, vendors, partners and special interest groups. -Managed the production and distribution of single, monthly and quarterly orders and subscriptions.-Devised and implemented policies and procedures to streamline operations. -Designed GUI pages for Port of L.A. database project.-Provided company owner with input on improving website functionality and aesthetic.

Glendale, Ca

-Serviced personal and business accounts in centralized call center.-Initiated service requests.-As assistant supervisor ("Floorwalker"), resolved complex complaints and disputes and interpreted company procedure for less experienced representatives.

Associate Of Arts (Aa), Business Management, Cum Laude

High School Diploma, Cum Laude