Anthony E. Washington
About Anthony E. Washington
Anthony E. Washington serves as the Director of Operations for the Contact Center at Affinitiv Inc, where he has worked since 2016. He has extensive experience in call center management, having held various leadership roles at companies such as NHIServices, T-Mobile, and Bank of America.
Current Role at Affinitiv
Anthony E. Washington serves as the Director of Operations for the Contact Center at Affinitiv Inc. since 2016. In this role, he oversees all operational aspects, focusing on continuous quality improvement, community relations, and risk management. His leadership has contributed to enhancing the overall efficiency of the contact center, ensuring alignment with company performance objectives.
Previous Experience in Call Center Operations
Before joining Affinitiv, Washington held several key positions in call center operations. He worked as the Assistant Director of Customer Service, Sales, and Call Center Operations at NHIServices / The Morrow Group, LLC from 2010 to 2014. Prior to that, he was the Call Center Operations Manager at T-Mobile Global Wireless from 2000 to 2006 and served as a Call Center Team Manager at Bank of America from 1997 to 2000.
Implementation of Modern Call Center Technology
Washington has a strong track record in implementing modern call center technologies. He introduced Workforce Management tools and Quality Assurance processes to improve competitiveness in the automotive support sector. His initiatives have led to enhanced operational efficiencies and performance productivity.
Educational Background in Communication and Media Studies
Washington has pursued studies in Communication and Media Studies at Kaplan University, achieving a degree in the field since 2010. This educational background supports his expertise in managing communication strategies within call center operations.
Achievements in Operational Restructuring
Throughout his career, Washington has successfully restructured client services platforms, resulting in increased efficiencies, lower labor costs, and stronger revenue growth. He developed a quality assurance program in collaboration with key department heads, aligning departmental strategies with overall company goals.