Wayne Anthony

Originally from Redwood City, CA, I’ve called the Pensacola area home since 2010. My professional journey spans diverse fields, including six years in higher education (both academic and IT), over three years in property management, and more than a decade as a leader in customer contact centers.

More than
10

Years of leadership in Customer Relations

I got to work with these cool companies.

2021 - 2022

Vacation Rental Manager - Deluna Management

  • Cultivated strong relationships with property owners and curated exceptional guest experiences, gauged through guest satisfaction ratings, positive endorsements from owners, and recurring bookings, while leveraging communication, customer service, and problem-solving skills
  • Property maintenance: Oversaw property upkeep to maintain guest readiness.
  • Property acquisition: Successfully onboarded 5 new properties within a few months.
  • Rental & Management agreement development: Played a key role in creating and implementing new rental agreements, contributing to successful management fee increases.

2019 - 2021

Guest Services Manager - Southern Vacation Rentals

  • Managed day-to-day operations: Oversaw a 24/7 guest services call center, ensuring seamless service delivery.
  • Corporate negotiations: Successfully negotiated with large corporate clients for annual employee retreats.
  • Training development: Created and maintained comprehensive training curriculum and materials.
  • Employee training leadership: Led new employee onboarding and ongoing training sessions.

2016 - 2019

Mainframe Operator - Pensacola State College

  • Managed and scheduled mainframe computer jobs independently, ensuring system stability and adherence to policies.
  • Organized equipment, supplies, and cleanliness to support efficient operations.
  • Documented and coordinated the resolution of errors, ensuring timely notifications and effective problem-solving.

2006 - 2009

Customer Resource Specialist, Team Lead - University of Phoenix

  • Managed diverse customer requests, from validating GPA calculations to evaluating incoming transcripts.
  • Handled escalated student situations, ensuring timely and effective resolution.
  • Coached team members to enhance their performance and professional growth.
  • Spearheaded the integration of prior learning assessment into the department, absorbing the responsibilities of a formerly seperate department.

Throughout my career, I’ve developed expertise in several areas, including general property maintenance and management, customer acquisition and retention, and all things computer.

Property Management75%
Excel / Office80%
Customer Service90%
Customer Retention90%
Sales75%
IT90%