Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Anthony Coyne

Montreal,QC

Summary

Highly accomplished Call Center Supervisor with a proven track record of success in enhancing customer service, increasing productivity, and improving team performance. Possess exceptional leadership and coaching abilities to motivate and guide teams to achieve excellence in customer support. Adept at implementing strategies to streamline operations and consistently meet or exceed key performance indicators (KPIs). Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

18
18
years of professional experience

Work History

Supervisor of Customer Support

Life House Hotels
01.2022 - Current
  • Assisted team members in resolving customer satisfaction issues.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Verified accurate data entry and maintenance of information in SAP CRM system.
  • Maximized productivity by supervising, mentoring and scheduling team of 10 customer support personnel to meet organizational and operational objectives

Booking Concierge

Globalstep
05.2021 - 12.2021
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Upheld hotel policies and procedures by providing high level of customer service.

Marketing Consultant

Ultimate Marketing Solutions
12.2006 - 05.2021
  • Generate and establish new client relationships to increase sales and revenue and promote client retention
  • Design and create high converting landing pages and drive traffic using such channels as Google AdWords
  • Planned and executed marketing programs to increase qualified leads.
  • Develop and create innovative marketing campaigns to drive sales and increase lead generation while focusing on client satisfaction
  • Managing quality and consistency of product and service delivery for all new and existing clients
  • Manage and integrate multiple software platforms to create a successful sales funnel and follow up sequence
  • Recommend and develop strategies for growing and expanding a client's social media base using promotions, contests, polls, ads, surveys and referral programs.

Marketing Manager

Faro USA
11.2005 - 11.2006
  • Responsible for marketing and the start up development of new market share in the USA
  • Attend, setup, and run multiple tradeshows in the United States, creating brand awareness and a new customer base
  • Help design and create marketing materials throughout the company, including catalogs, direct mail, and e-mail marketing campaigns
  • Ensure customer satisfaction through the whole sales process
  • From generating the lead to complete client satisfaction.

Education

Electronics trade Certificate -

Sydney TAFE
Sydney, NSW
1989

De La Salle College
Ashfield, NSW
1985

Skills

  • Excellent communication, project management, sales, and customer services skills
  • Excellent understanding and appreciation of the value of a client Particularly “Lifetime Value”
  • Strong leadership skills
  • Exceptional customer service
  • Dedicated team player, organized, ability to take the initiative and be independent
  • Excellent time management skills and the ability to manage multiple assignments

Additional Information

  • INTERESTS AND ACTIVITIES Achievements & Awards , Apprentice of The Year Radio Trades, NSW Australia, 1989

Languages

English
Native or Bilingual

Timeline

Supervisor of Customer Support

Life House Hotels
01.2022 - Current

Booking Concierge

Globalstep
05.2021 - 12.2021

Marketing Consultant

Ultimate Marketing Solutions
12.2006 - 05.2021

Marketing Manager

Faro USA
11.2005 - 11.2006

Electronics trade Certificate -

Sydney TAFE

De La Salle College

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Anthony Coyne