Anthony Cronin

Anthony Cronin

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  Anthony R. Cronin 260.710.788516505 Amethyst Parkway. Fort Wayne. IN. 46845 [email protected] Results Oriented Telecommunications Manager Focus: Revenue Generation Coaching and Development Retention Efforts Results: Substantially raised the amount of revenue generated month over month Sustained improvements through behavior based directives and follow up Reduced customer churn month over month Recognized for delivering results consistentlyby leveraging leadership and team building skills with more than 7 years supervisory experience, able to bridge the gap between company objectives, process improvements, developing employees, and fulfilling customer needs. Adept at defining action plans aimed at improving behaviors, leading and motivating cross-functional teams, and driving revenue generation and retention. Experience in trending upward and downward spikes, utilizing creative and innovative problem solving skills to implement improvements. Key Accomplishments Revenue Generation – Drove value on every customer contact Coaching and Development – Increased representative attainment of goals Retention Efforts – Reduced customer churn  Created and implemented sales training focused on warm sales, cold sales, upselling, showcasing benefits, and overcoming customer objection  Create and implement sales incentives rewarding good performance  Peer to Peer feedback aimed at driving front line associate improvements through individual action plans  Improved company sales by an average of 21k per month  Created and implemented action plans based on behaviors  Consistent review of directives through live and recorded monitors and side by sides  Regular feedback on progress  EOM performance reviews for next steps and accountability of follow through  Achieved a 7% increase in representative attainment  Analyzed customer dispositions for leaving  Developed and implemented call flow and scripting for enhanced offers directly related to reason for cancelling  Set a new standard for customer service skills  Increased customer retention by 10%
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  Knowledge, Skills &Abilities Coaching and Development Conflict Management Strong Time Management Leading and Motivating Collaboration Innovation Team Building Staffing Trending Tech Support Online Chat Services Business Account Management Professional Experience Frontier Communications: 2012-Current After Hours Dispatch Supervisor: October 22nd 2012-January 5th 2013 Managed the day to day operations for a team of 17 front line dispatchers caring for 23 states.  Monitored daily attendance and team performance achievements  Performed team call monitors to ensure a high quality customer service experience  Involved in writing several department processes and procedures aimed at improving department efficiency  Demonstrated excellent verbal, listening and written communication skills  Handled conflict management and worked to provide an excellent culture based on trust and team work Illinois Dispatch Supervisor: January 5th 2014 - Current Manage daily operations for a team of 15 front line dispatchers caring for day time dispatch operations  Facilitates daily conference calls with supervisors in the field to ensure quick customer restoral times  Works with multiple groups to provide the best possible resolution to the customer, company and employee  Performs team call monitors to ensure a high quality customer service experience  Demonstrates excellent verbal, listening and written communication skills  Handles conflict management and worked to provide an excellent culture based on trust and team work  Holds weekly team meeting to encourage innovation and feedback from front line associates AT&T Mobility/Formally Centennial Wireless:2005-2012 Customer Service Representative: February 10th 2005-February 1st 2006 Assisted inbound customers with an array of questions, concerns, and inquiries  Drove successful resolutions with rate plans, features, billing issues, and troubleshooting  Negotiated with and influenced customer decisions to create win/win results  Met all call performance targets, i.e. handle time, sales, and quality metrics  Demonstrated excellent verbal, listening and written communication skills Customer Care Specialist: February 1st 2006-May 26th 2006 Assisted internal customers with day to day inbound activity  Provided resolutions in escalated customer situations  Took customer service calls when the need arose  Regular reporting of typical customer complaints and escalations for trending purposes  Answered internal questions from frontline associates to help drive quality resolutions on a big scale
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  Care Senior: May26th 2006-April 1st 2007 Assisted team coach to ensure excellent team performance  Daily tracking of team attendance/statistics  Audited day to day activity like adjustments, features, customer follow up, etc. to ensure high quality performance  Managed call volume by directing call flow through multiple queues and monitoring calls for trends  Involved in team training and certifications Customer Care Team Manager: April 1st 2007–September 20th 2012 Day to day management of various teams including technical support, retentions, business accounts, customer care, e-care, and high level adjustments  Planed, directed and evaluated workflow  Regular behavior based action planning for associate development  Conducted interviews, training, and regular meetings  Watched for trends in calls and behaviors to recommend operations improvements  Wrote and administered performance evaluations  Prepared and presented monthly performance statistics American Eagle Outfitters:2001-2005 Stock Manager  Processed and maintained inventory in a fast paced retail environment allowing for efficient business operations  Four time employee of the month recipient Education 2002-2003: Indiana Purdue University Fort Wayne, General Studies- Fort Wayne, Indiana 1996-2000: Northrop High School, Fort Wayne, Indiana Professional Certifications, Training, and Skills American Management Association Certification in: Management Skills for Care Center Leaders Delivering the Ultimate Leadership Experience, Levels I & II Leadership Excellence Accountability Program (LEAP) training from the Learning Curve Centennial University Management Training Extensive self-study training in leadership Proficient in Microsoft Office References Available Upon Request