Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Anthony Specht

Merced

Summary

Dynamic customer service professional with extensive experience at AT&T Mobility, excelling in complaint resolution and customer satisfaction. Proven ability to enhance client loyalty through empathetic support and effective problem-solving. Skilled in data entry and call center operations, consistently achieving high-quality service and exceeding performance goals.

Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

AT&T Mobility
02.2002 - 10.2012
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Addressed customer account discrepancies and concerns.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Janitor

Merced County
07.2023 - Current
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
  • Improved facility cleanliness by performing daily maintenance tasks, such as sweeping, mopping, and vacuuming.
  • Reduced the spread of germs by sanitizing high-touch surfaces such as doorknobs and handrails.
  • Kept building spaces premises clean inside and outside.
  • Maintained a positive and professional demeanor while interacting with building occupants, promoting a respectful work environment.
  • Supported waste management efforts by collecting trash, recycling materials, and disposing of them properly.
  • Contributed to a welcoming environment by maintaining clean and organized common areas such as lobbies and conference rooms.
  • Maintained a well-stocked inventory of cleaning supplies to ensure all necessary equipment was available for use.
  • Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
  • Maintained floor cleaning and waxing equipment.
  • Collaborated with other janitorial staff to complete large-scale cleaning projects efficiently.

Janitor

Geil Enterprises
08.2022 - 05.2023
  • Provided backup support for other janitorial team members during absences or busy periods, ensuring seamless service.
  • Upheld company policies regarding health codes, safety regulations, hazardous materials disposal protocols while completing assigned tasks diligently.
  • Followed procedures for use of chemical cleaners and power equipment to prevent damage to floors.
  • Responded immediately to calls from personnel to clean up spills and wet floors.
  • Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Deep cleaned or replaced flooring, performing stripping, sealing and finishing tasks.
  • Facilitated smooth communication between janitorial staff and other departments, addressing concerns promptly and professionally.
  • Responded quickly to urgent maintenance requests from building occupants or management staff members.
  • Addressed minor maintenance issues promptly to prevent further damage or escalation.

Property Manager

GSF Properties
06.2019 - 04.2022
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
  • Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
  • Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.

Resident Manager

Danco Properties
08.2018 - 06.2019
  • Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
  • Reported and documented maintenance requests and scheduled appropriate services.
  • Oversaw move-in/move-out processes to ensure seamless transitions while minimizing vacancy periods.
  • Supervised maintenance staff, providing guidance on work priorities and ensuring completion of tasks on schedule.

Call Center Customer Service Representative

Results Companies
08.2016 - 06.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.

Home Health Aide

Self-employeed
01.2012 - 07.2016
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

General Manager

Regal Cinemas
06.1997 - 01.2002
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed Movie theater
  • Nightly Reports (Data Entry)
  • Inventory Nightly
  • Build and Break Down Movies
  • Cash in and Out Employees
  • Balance Banking and Income Nightly
  • Payroll and Time Keeping
  • Customer Service

Education

Golden Valley High School
Merced, CA
06-1997

Skills

  • Customer service
  • Customer support
  • Data entry
  • Customer satisfaction
  • Call center customer service
  • Written and oral communication
  • Call center operations
  • Complaint resolution
  • Empathy display
  • Customer inquiries
  • Customer correspondence
  • Quality assurance
  • Data Entry
  • Troubleshooting accounts

Languages

English
Native or Bilingual

Timeline

Janitor

Merced County
07.2023 - Current

Janitor

Geil Enterprises
08.2022 - 05.2023

Property Manager

GSF Properties
06.2019 - 04.2022

Resident Manager

Danco Properties
08.2018 - 06.2019

Call Center Customer Service Representative

Results Companies
08.2016 - 06.2018

Home Health Aide

Self-employeed
01.2012 - 07.2016

Customer Service Representative

AT&T Mobility
02.2002 - 10.2012

General Manager

Regal Cinemas
06.1997 - 01.2002

Golden Valley High School

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Anthony Specht