Anthony Wiley

Responsible for training new supervisor’s on how to identify the behaviors that affect their agent’s inbound calls. Observe supervisor’s coaching session to make sure proper LEAP tactics are followed. Also to make sure that each supervisors coaching sessions show the proper way to help their customers by executing the selected behaviors. Create power points, and excel to make coaching sessions easier but creative.

Manage 10 to 15 agents in the retention department. Provide each agent with exceptional ability to develop skills to retain customers with billing, equipment, and services issues. Offer daily training sessions to alter different ways the agents can help their customers. Maintain positive atmosphere by continuous positive feedback to the agents and believing and achieving in their team goals.

Responsible for providing agents with the best solutions for their customers in an efficient manner. Speak with irate customers, and find the best solution to retain their business with their cell phone provider.

Full responsibility of thousands of customers accounts. Suggest many alternative offers for the customers, to retain them as loyal customers. Be able to effectively de-escalate a caller, and present different options for the customer to allow them to have a better impression of their cell phone provider. Responsible for account cancellations and reductions of bills.

Provide excellent customer service to homeowners, accountable for managing and operating through confidential information to homeowners. Make the customers aware of their opportunities for insurance coverage for damaged properties.

Provide excellent customer service by; being efficient with any answers that may be needed, effective problem solving skills, and provide true resolutions for any of the customer’s needs.