1920 McGraw Av, Bronx NY 10462(H) 7184095974 (C) 9175260031 (E) tonylake@verizon.net

Dedicated Customer Service Representative motivated to maintain customersatisfaction and contribute to company success. Highly enthusiastic customerservice professional with 35 years client interface experience.

Strong organizational skillsActive listening skillsSeasoned in conflict resolutionSharp problem solverEnergetic work attitudeTelephone specialistTelecommunication skillsAdaptive team playerEye for detail

Courteous demeanorCustomer service expertDevoted to data integrityTroubleshooting skillsProficient in customer accountsoftwareSelf-starterExceptional interpersonal skillsUnderstands confidentiality

04/1983 - 07/2013 Communications Workers of America - Bronx, NY

Chief Steward 1991-2013:Established and maintained cooperative relationships with union members andcompany management.Organized grievances, lectures, and exhibits to increaseunion members & company management awareness to new company policies &practices.Coached union members on effective communication with management.Planned and organized special events.Trained all new members quarterly.

Union Steward 1983-1991:Worked with management to identify trends and developments that mightinfluence Human Resources decisions and strategies.Acted as communicationsliaison for over 1,000 union members. Cultivated positive relationships with unionmembers and management.Exercised sound judgment and maintain confidentialityat all times.

09/1982 - 07/2013 Verizon - New York City, NY

Representative 1991-2013:Collected customer feedback and made process changes to exceed customersatisfaction goals.Made reasonable procedure exceptions to accommodate unusualcustomer requests.Provided accurate and appropriate information in response tocustomer inquiries.Demonstrated mastery of customer service call script withinspecified time frames.Addressed customer service inquiries in a timely and accurate

Anthony Lake

Professional Summary

Skill Highlights

Work Experience

fashion.Developed effective relationships with all call center departments throughclear communication.Worked with upper management to ensure appropriatechanges were made to improve customer satisfaction.Built customer loyalty byplacing follow-up calls for customers who reported product issues.Formulated andenforced Service Center policies, procedures and quality assurancemeasures.Provided cross training and provided back-up for other customer servicerepresentatives when needed.Assisted with the development of the call center'soperations.Developed process improvements to enhance efficiency andeffectiveness of inter-department call center operations.Led a team of customerservice representatives to increase service center profitability.Properly directedinbound calls in phone queues to improve call flow.Organized weekly sales reportsfor the sales department to track product success.Prepared and sold broad range ofcustomized merchandise to individuals and commercial accounts.Ranked as mosteffective department sales representative in the local region out of 500representatives.Resolved product issues and shared benefits of new technology.

Telephone Operator 1986-1991:Researched data on various computer systems and databases to resolve complaintsand answer inquiries. Referred difficult issues to upper management whilemaintaining positive rapport with customer. Displayed courtesy and stronginterpersonal skills with all customer interactions.Supported customers having dataconnectivity issues. Developed and maintained positive customerrelationships.Handled a large volume of phone calls. Maintained a calm,professional demeanor when faced with high demand, high volumeworkloads.Maintained records, logs and the life cycle of work requests.Troubleshothardware issues and worked with service providers to facilitate repairs.

Clerk 1982-1986:Maintained detailed administrative and procedural processes to improve accuracyand efficiency.Verified and logged in deadlines for responding to dailyinquiries.Coordinated meetings with other department managers and served asmain liaison between sales and engineering staff.Managed office supply inventoryand company files using on-line tracking system.Managed incoming and outgoingcalls for busy office.Successfully established effective systems for record retentionby creating database for daily correspondence tracking.Standardized departmentfiling system to increase efficiency.Developed more efficient filing systems andcustomer database protocols.Handled and processed confidential information.

04/1980 - 09/1982 New York Public Library - New York City, NY

Library Technician 1981-1982:Maintained detailed administrative and procedural processes to improve accuracyand efficiency.Created databases and spreadsheets to improve inventorymanagement and reporting accuracy.Maintained the front desk and reception areain a neat and organized fashion including greeting visitors and responding to

telephone and in-person requests for information.Dispersed incoming mail tocorrect recipients throughout the office.Made copies, sent faxes and handled allincoming and outgoing correspondence.Organized files, developed spreadsheets,and scanned documents.Replaced worn labels and bar codes to keep materials ingood physical condition.Re-shelved books to maintain a neat and tidy readingarea.Developed and enforced circulation policies and procedures.Maintainedcomplete and accurate records of all library transactions.

Clerk 1980-1981:Managed the receptionist area, including greeting visitors and responding totelephone and in-person requests for information.Designed electronic file systemsand maintained electronic and paper files.Handled all media and public relationsinquiries.Maintained the front desk and reception area in a neat and organizedfashion.Served as central point of contact for all outside vendors needing to gainaccess to the building.Maintained an up-to-date department organizationalchart.Dispersed incoming mail to correct recipients throughout the office.Madecopies, sent faxes and handled all incoming and outgoing correspondence.Managedthe day-to-day calendar for the company senior director.Managed daily officeoperations and maintenance of equipment.

10/1978 - 04/1980 Quality Inn Hotel - Alexandria, VAHead Desk ClerkProcessed guest payments for room charges, food and beverage charges and phonecharges.Greeted and registered guests and issued room keys.Implementedhigh-impact sales and marketing initiatives, resulting in increased occupancy andprofitability.Monitored room availability.Referred guests to local restaurants andrecommended attractions in the area.Served as public relations representative forthe hotel.Greeted all guests in a courteous and professional manner.Monitored theappearance and performance of the front desk staff.Fostered strong workingrelationships with all hotel departments.

2010 City College of Liberal Arts & Science New York City, NYBA: Liberal Arts & Science: Liberal Arts & ScienceCoursework in Business Administration, Law, Marketing, Communications,Organizational Development.

2000 New York Paralegal School New York City, NYDual Diploma: Legal Studies

Education and Training