Anthony Smith
Raleigh
Summary
Proven leader in customer service and team management, notably at Charter Communications, Spectrum. Excelled in critical thinking and active listening, enhancing customer loyalty and team productivity. Achieved significant improvements in call center performance and employee skill development, demonstrating a strong blend of hard and soft skills.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Video Repair Lead
Charter Communications, Spectrum
02.2025 - Current
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative Video Repair
Charter Communications, Spectrum
04.2024 - Current
- 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.
Customer Service Representative Sales
Charter Communications, Spectrum
02.2022 - Current
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Improved overall call center performance with effective coaching and feedback to team members.
Shift Supervisor
Krispy Kreme
07.2019 - 01.2022
- Trained new employees and delegated daily tasks and responsibilities.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Supervisor
Villari Food Group
11.2017 - 06.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Packing Operator
Smithfield Packing
12.2016 - 11.2017
- Maintained a clean and organized work environment, optimizing productivity and minimizing errors.
- Kept production lines running smoothly and efficiently at all times.
- Collaborated with team members to meet daily packing quotas, consistently achieving targets.
- Assisted in training new employees on packing procedures, increasing overall team performance.
Education
Bachelor of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH06.2025
Bachelor of Science - Psychology
Shaw University
Raleigh, NC10.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem-solving
- Time management
- Multitasking and organization
- Team leadership
- Training and mentoring
- New hire training
Timeline
Customer Service Representative Video Repair Lead
Charter Communications, Spectrum
02.2025 - Current
Customer Service Representative Video Repair
Charter Communications, Spectrum
04.2024 - Current
Customer Service Representative Sales
Charter Communications, Spectrum
02.2022 - Current
Shift Supervisor
Krispy Kreme
07.2019 - 01.2022
Supervisor
Villari Food Group
11.2017 - 06.2020
Packing Operator
Smithfield Packing
12.2016 - 11.2017
Bachelor of Science - Psychology
Shaw University
Bachelor of Science - Cyber Security
Southern New Hampshire University
Awards
Quarter 3 Silver Award Winner
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