Anthony Loy

Experience

• 

  Verizon Wireless

  Apr 2007 - May 2014

  Took escalated calls to troubleshoot customer smartphones and network issues, submitting trouble tickets or issuing warranty replacements. Commended on excellent tone and professionalism when recorded calls were used as examples during monthly team reviews. Led team in Net Promoter Scores by focusing on customer reassurance and troubleshooting accuracy, lowering call-handling times overall. Face-to-face customer interaction, ascertaining wants or needs, selling on value rather than cost, maintaining positive and helpful tone and demeanor. Required 8 hours of standing on average. Led team by being a reliable knowledge base for current sales and promotions, payment and exchange policies, and security practices.

  • Tier 2 Tech Support/Customer Service Rep︱Call Center︱Troubleshooting︱Escalations

    Jan 2011 - May 2014

  • Retail Sales Representative︱Sales︱Store Operations

    Apr 2007 - Jan 2011
• 

  Ayn Rand Institute

  Mar 2015 - Aug 2019

  Student Outreach Coordinator︱Project Management︱Scheduling︱Event Planning

  In charge of scholarship essay contest program with an average 15,000 entrants annually. Managed, recruited and contracted 20+ paid graders, evaluating grading quality and completion timeliness, coordinating and processing payroll with HR. Delivered contest rankings, notifications and hundreds of cash prizes to winners and participants by set deadlines. Improved efficiency processes for managing contests, recording annually in Institute workflow manual for posterity. Volunteer leader of Employee Events Committee, booking staff holiday party venues and hosting team-building events (game nights, movie nights). Show less

• 

  Wolters Kluwer

  Mar 2020 - now

  Senior Customer Success Associate: CT Corporation︱State Filings︱Document Authentications/Apostilles

  Corporate filings and document ordering as part of CT West Team 1 law firm team, using Salesforce to manage workload on dashboard, ensuring accuracy by reviewing documents and using company resources, covering team members when capacity gets high.