Anthony Wilk

Experience

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  2-10 Home Buyers Warranty

  Dec 2000 - Jul 2019

  Oversee the daily activities of the Operational Service team for a national New Home Warranty Program. Managed the design, development and implementation of a project tasked to reorganize the company’s operational layout. The new design provided a more customer-friendly model in addition to increased staff productivity. Improved the Front Line Services program, which tripled participation rates over the last three years. Designed and implemented the new Front Line Operating System, which doubled productivity. Show less Oversaw the Customer Service team for a national home warranty company. Assisted both our builder members and our outside sales staff by supporting their day-to-day needs. Managed the department’s daily responsibilities, with an emphasis on mentoring and developing entry-level employees. Developed the company’s first Customer Service documentation process and SOP, which led to greater efficiency. Identified, redesigned and implemented improvements to operational efficiencies, which allowed the company to handle a growth of 400% without the need to increase the number of front line employees. Show less Oversaw the daily functions of the Claim Authorization Team, for a National Home Warranty company. My team worked with 3rd party Sub-Contractors, the internal Contractor-Relation team, Purchasing team and Homeowners. Negotiated and authorized the completion of service requests, while providing world-class customer service to our Homeowners. Assisted in the design, implementation and management of a new Automated Approval processes via phone IVR’s and transactional emails. Created the company's first auditing program to ensure claim and purchasing cost were meeting KPI's. Show less Oversaw the company’s Outsourced Partners team and acted as the company’s liaison for our Outsourced Customer Service teams. Led the design, set-up and training of our first ever Outsourced Partnership, which resulted in lower costs and more efficient service for our customers. Ensured proper communication with Outsourced Partners to ensure the relevant KPI’s were being adhered to. Audited, trained and reported the findings to C-Suite Executives and ensured that outstanding Customer Service was consistently delivered to our Homeowners. Developed the company’s first Forecasting Model, based on national temperatures and seasonal shifts, to predict peak Claim volume, which allowed the company to ensure appropriate staffing and reduce Claim handling times. Show less

  • Operations Manager - New Home Division

    Jan 2017 - Jul 2019

  • Customer Service Manager - New Home Division

    Oct 2012 - Jan 2017

  • National Authorizations Manager

    Feb 2012 - Oct 2012

  • Partner Service Supervisor - Resale Division

    Apr 2006 - Feb 2012

  • Customer Service, Authorizations Supervisor

    Dec 2000 - Apr 2006
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  Diamond Resorts®

  Jan 2019 - Jan 2020

  Business Analytics Manager

  Taking on a new career path, I was brought on to lead a global timeshare company's Business Analytics team. This team consisted of 3 direct reports and 15 indirect members.Identified key data points and utilizing advanced Excel skills to scrub and analyze the business data. The team was responsible for the overall monitoring of the company's inventory (resort rooms) over their thousands of resorts across the world.Monitored trends of room loss and made adjustments to the inventory usage to maximize the highest and best use ensuring the company met its revenue goals.Provided mentoring to develop young supervisors in the skills needed to build and grow a successful team. Show less

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  Q Link Wireless

  Sept 2021 - Jul 2022

  Quality Assurance Manager

  Brought in to oversee the quality management, coaching and training of one of the largest cell providers of the government's national Lifeline program which provides cell service to qualified participants.Oversaw the Quality Assurance team to monitor, create and implement new agent processes which increased CSAT scores and improved operational efficiencies across the teams.Interviewed, hired and onboarded all new agents to the company. Assisted the Training department with creating, updating and presenting the information to the service teams; ensuring the company standards and operating procedures were being met.Forecasted, budgeted and monitored KPI’s presenting the findings to C-Suite Executives ensuring that department goals were being exceeded. Show less

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  PWSC

  Aug 2022 - now

  Director of Operations