Anthony Cronin is a results-oriented telecommunications manager with over 15 years of experience in customer service and management roles. He has a proven track record of substantially increasing revenue month-over-month through behavior-based coaching and initiatives to improve sales, service, and retention. Cronin's expertise includes developing employees, implementing strategic plans, and analyzing metrics to drive performance improvements. He currently manages a team as a dispatch supervisor at Frontier Communications.

1. Anthony R. Cronin
260.710.7885 16505 Amethyst Parkway. Fort Wayne. IN. 46845 arcronin1@gmail.com
Results Oriented Telecommunications Manager
Focus: Revenue Generation Coaching and Development Retention Efforts
Results:
Substantially raised the amount
of revenue generated month
over month
Sustained improvements
through behavior based
directives and follow up
Reduced customer churn month
over month
Recognized for delivering results consistentlyby leveraging leadership and team building skills with
more than 7 years supervisory experience, able to bridge the gap between company objectives, process
improvements, developing employees, and fulfilling customer needs. Adept at defining action plans aimed at
improving behaviors, leading and motivating cross-functional teams, and driving revenue generation and
retention. Experience in trending upward and downward spikes, utilizing creative and innovative problem
solving skills to implement improvements.
Key Accomplishments
Revenue Generation – Drove value
on every customer contact
Coaching and Development – Increased
representative attainment of goals
Retention Efforts – Reduced customer
churn
 Created and implemented sales training focused on
warm sales, cold sales, upselling, showcasing benefits,
and overcoming customer objection
 Create and implement sales incentives rewarding good
performance
 Peer to Peer feedback aimed at driving front line
associate improvements through individual action plans
 Improved company sales by an average of 21k per
month
 Created and implemented action plans based on
behaviors
 Consistent review of directives through live and recorded
monitors and side by sides
 Regular feedback on progress
 EOM performance reviews for next steps and
accountability of follow through
 Achieved a 7% increase in representative attainment
 Analyzed customer dispositions for leaving
 Developed and implemented call flow and scripting
for enhanced offers directly related to reason for
cancelling
 Set a new standard for customer service skills
 Increased customer retention by 10%

2. Knowledge, Skills & Abilities
Coaching and Development Conflict Management Strong Time Management
Leading and Motivating Collaboration Innovation
Team Building Staffing Trending
Tech Support Online Chat Services Business Account Management
Professional Experience
Frontier Communications: 2012-Current
After Hours Dispatch Supervisor: October 22nd
2012-January 5th
2013
Managed the day to day operations for a team of 17 front line dispatchers caring for 23 states.
 Monitored daily attendance and team performance achievements
 Performed team call monitors to ensure a high quality customer service experience
 Involved in writing several department processes and procedures aimed at improving department
efficiency
 Demonstrated excellent verbal, listening and written communication skills
 Handled conflict management and worked to provide an excellent culture based on trust and team work
Illinois Dispatch Supervisor: January 5th
2014 - Current
Manage daily operations for a team of 15 front line dispatchers caring for day time dispatch operations
 Facilitates daily conference calls with supervisors in the field to ensure quick customer restoral times
 Works with multiple groups to provide the best possible resolution to the customer, company and
employee
 Performs team call monitors to ensure a high quality customer service experience
 Demonstrates excellent verbal, listening and written communication skills
 Handles conflict management and worked to provide an excellent culture based on trust and team work
 Holds weekly team meeting to encourage innovation and feedback from front line associates
AT&T Mobility/Formally Centennial Wireless:2005-2012
Customer Service Representative: February 10th
2005-February 1st
2006
Assisted inbound customers with an array of questions, concerns, and inquiries
 Drove successful resolutions with rate plans, features, billing issues, and troubleshooting
 Negotiated with and influenced customer decisions to create win/win results
 Met all call performance targets, i.e. handle time, sales, and quality metrics
 Demonstrated excellent verbal, listening and written communication skills
Customer Care Specialist: February 1st
2006-May 26th
2006
Assisted internal customers with day to day inbound activity
 Provided resolutions in escalated customer situations
 Took customer service calls when the need arose
 Regular reporting of typical customer complaints and escalations for trending purposes
 Answered internal questions from frontline associates to help drive quality resolutions on a big scale

3. Care Senior: May 26th
2006-April 1st
2007
Assisted team coach to ensure excellent team performance
 Daily tracking of team attendance/statistics
 Audited day to day activity like adjustments, features, customer follow up, etc. to ensure high quality
performance
 Managed call volume by directing call flow through multiple queues and monitoring calls for trends
 Involved in team training and certifications
Customer Care Team Manager: April 1st
2007–September 20th
2012
Day to day management of various teams including technical support, retentions, business accounts, customer
care, e-care, and high level adjustments
 Planed, directed and evaluated workflow
 Regular behavior based action planning for associate development
 Conducted interviews, training, and regular meetings
 Watched for trends in calls and behaviors to recommend operations improvements
 Wrote and administered performance evaluations
 Prepared and presented monthly performance statistics
American Eagle Outfitters:2001-2005
Stock Manager
 Processed and maintained inventory in a fast paced retail environment allowing for efficient business
operations
 Four time employee of the month recipient
Education
2002-2003: Indiana Purdue University Fort Wayne, General Studies- Fort Wayne, Indiana
1996-2000: Northrop High School, Fort Wayne, Indiana
Professional Certifications, Training, and Skills
American Management Association Certification in:
Management Skills for Care Center Leaders
Delivering the Ultimate Leadership Experience, Levels I & II
Leadership Excellence Accountability Program (LEAP) training from the Learning Curve
Centennial University Management Training
Extensive self-study training in leadership
Proficient in Microsoft Office
References Available Upon Request