Anthony Wise Jr
Minneapolis
Summary
Customer service team lead with a strong focus on conflict resolution and data analysis. Demonstrated success in implementing processes that significantly improve customer satisfaction. Skilled in fostering collaboration across departments to enhance service delivery.
Overview
7
7
years of professional experience
Work History
Customer Service Team Lead
Canteen One
Minneapolis
08.2024 - Current
- Led customer service team in resolving client inquiries and complaints.
- Trained new staff on customer service protocols and company policies to ensure consistent service delivery.
- Facilitated cross-departmental communication to improve customer experience and address needs effectively.
- Monitored team performance and provided feedback for continuous improvement.
- Implemented company processes to effectively resolve customer service issues.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Resolved escalated customer complaints or issues promptly to maintain customer satisfaction.
Call Center Administrator
Iqor Holdings
Plymouth
10.2019 - 08.2024
- Supported customer inquiries and resolved issues, enhancing customer satisfaction.
- Investigated customer inquiries thoroughly and accurately to determine root cause of the problem before providing solutions.
- Monitored call metrics, ensuring compliance with quality assurance standards.
- Created detailed reports on monthly call volume, abandoned calls, resolution rates, and customer feedback scores to inform team strategies.
- Implemented processes to streamline workflow between different teams within the organization.
Education
Bachelor of Arts - Elementary Education
Metropolitan State University
Saint Paul, MN07-2026
Skills
- Team leadership
- Effective communication
- Conflict resolution
- Escalation handling
- Training and coaching
- Problem-solving
- Data analysis
Timeline
Customer Service Team Lead
Canteen One
08.2024 - Current
Call Center Administrator
Iqor Holdings
10.2019 - 08.2024
Bachelor of Arts - Elementary Education
Metropolitan State University