Anthony Malbas

Client Deliverables Specialist

Beyond Seller Growth

Jan 2026 - Current (10 months)

Results-driven specialist focused on scaling e-commerce brands, prioritizing bold strategic moves and high-level accountability to drive market traction. Expertly navigates the complexities of the Amazon ecosystem to ensure seamless product launches and long-term account health.

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Trainer

IBEX Global Solutions

Apr 2025 - Jan 2026 (10 months)

Delivered end-to-end new-hire training covering foundational and process-specific knowledge; facilitated post-training coaching and performance checks; collaborated with client partners on process updates and improvement initiatives; strengthened agent readiness and performance through targeted coaching and continuous feedback; created one-pagers, training materials, and huddle guides to support knowledge retention and consistent execution.

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Team Leader

IBEX Global Solutions

Jan 2025 - Apr 2025 (4 months)

Led and managed a team of customer service agents supporting retail accounts, including candidates applying for positions within the company, across multiple channels; conducted daily huddles, coaching sessions, and performance reviews focused on quality, productivity, and customer satisfaction; handled customer escalations and complex cases involving policy, billing, and fulfillment resolution; identified performance gaps and implemented corrective action plans; monitored key metrics including AHT, quality, attendance, and CSAT; provided real-time floor support to ensure service level targets were met; improved team engagement and compliance through consistent feedback and development planning.

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Agent-In Team Trainer

IBEX Global Solutions

May 2024 - Jan 2025 (9 months)

Trained and onboarded new-hire agents on retail processes, customer handling, and system navigation; conducted one-on-one and group coaching sessions to strengthen call control, empathy, and accuracy; facilitated training initiatives focused on improving customer understanding and resolution quality; monitored live calls and provided structured feedback to accelerate agent performance; tracked and reported mandatory training completion and performance metrics; supported ramp-up readiness by validating knowledge checks and skill certifications; improved early-tenure performance and new-hire pass rates through targeted coaching and development plans.

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Customer Service Representative

IBEX Global Solutions

Sep 2023 - May 2024 (9 months)

Handled high-volume inbound retail customer calls resolving order, delivery, billing, and account issues; processed refunds, replacements, and returns in line with client policies; educated customers on payment methods, promotions, and order processes; consistently met productivity, quality, and customer satisfaction targets; reduced repeat contacts through clear and effective issue resolution.

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Anthony Malbas

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