Tony Viscusi
Fayetteville,AR
Summary
Dedicated customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
years of professional experience
Work History
Team Leader, Contact Center
Sam's Club
2023.11 - Current
- Managed a high performing team of 4-5 associates.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collected team metrics on a weekly basis to gage performance levels and identify areas of improvement.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding amongst associates.
- Assisted in the re-structure of the Major Appliance Team as a Senior Subject Matter Expert, helping to build a roster of nearly thirty hand picked associates to delegate appliance related escalations to.
- Took part in innovating the creation of a dedicated e-mail queue, phone line and auxiliary status for the departments phone systems, all related to the Major Appliance Team.
- Served as trainer for onboarding Junior Subject Matter Experts and cascaded department approved curriculum.
Resolution Specialist 3
Sam's Club
2022.12 - 2023.11
- Served as on duty team lead throughout the day and assisted associates with questions, concerns, pain points and promoting accountability
- Implemented effective communication and problem solving to deescalate complaints sent to the departments leadership committee, re-establishing and fostering positive relationships between members and the company
- Was the main point of contact and pointman for all major appliance related concerns that were routed to executive escalations. This lead to the original formation of the Major Appliances Team
- Analyzed root causes & recurring issues of those major appliance related escalations and partnered with vendor teams, to implement preventive measures, reducing the number of future complaints
Resolution 2 Specialist
Sam's Club
2022.06 - 2022.12
- Serve as second point of contact for escalated calls/chat interactions that required solutions beyond the capabilities of direct intake associates
- Identify and assess member's needs quickly and accurately throughout various scenarios; for example order cancellation, refunds, complaints related to poor customer service, club concerns, etc.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products, services and policy; creating welcoming, positive experiences
- Record accurate and expansive details of member interactions, utilizing our documentation system (NextGen/BUI)
- Promoted superior experience by demonstrating empathy and resolving problems swiftly
- Met customer call guidelines for service levels, handle time and productivity; at times handling roughly 20+ calls/chat interactions per day
- Trained new personnel regarding company operations, policies and services to help usher in an expanded roster of Resolution 2 specialists
- Maintained positive trajectory in accordance with company's employee review program, Medallia. Consistently referencing Medallia to try and learn where to improve and maintain performance levels
CLR (Customer Lending Representative)
LoanDepot
2021.06 - 2022.06
- Served as first point of contact for borrowers, providing exceptional customer service, consumer education and proper branding for loanDepot products
- Maintained customer satisfaction, while responding to online inquires and incoming calls from existing customers, with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assisted in: confirmation that borrowers were within DNQ guidelines to maximize potential business, transferring consumers to the proper department/loan officers/managers and setting proper expectations for what to expect when speaking with loanDepot's professionals
- Appointment coordination for call backs and meetings
- Discussed promotions and special offers to increase sales and guide customers in selecting the product best suited for specified needs
- Updated system records with all interactions, utilizing fast and efficient data entry
- Navigated the companies many programs on a daily basis, including Microsoft Office (Teams, Outlook, Excel, etc.), mello Scripter/PureCloud and Empower
Mill Operator
Forest River RV
2021.04 - 2022.06
- Achieve consistent results by successfully managing cutting speeds, feed rates and cutting depths
- Mill workpieces to exact specifications using manual or automated techniques
- Maintain machinery by checking and lubricating parts, replacing worn tooling, and adding fluids
- Consistently organize lumber for transportation to other departments; transported items using forklift's and pallet jacks
- Boost efficiency by keeping work areas clean, tidy, and free of debris.
Education
GED -
Napa Adult School
Napa, CA2011
Skills
- Leadership experience
- Staff Training
- Call/chat interaction handling
- Responding to customer escalation
- Problem Anticipation and Resolution
- Call handling
- Time management
- Data Entry and Maintenance
- Calm and professional under pressure
- Adept in Microsoft Office
Timeline
Team Leader, Contact Center
Sam's Club
2023.11 - Current
Resolution Specialist 3
Sam's Club
2022.12 - 2023.11
Resolution 2 Specialist
Sam's Club
2022.06 - 2022.12
CLR (Customer Lending Representative)
LoanDepot
2021.06 - 2022.06
Mill Operator
Forest River RV
2021.04 - 2022.06
GED -
Napa Adult School
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