Christopher Gourley Email & Phone Number

Texas, United States

Texas, United States

Plano, Texas, United States

• Trained and Onboarded over 300 new hires across BPO and internal teams resulting in a 14% increase in Member Satisfaction from 3.6 to 4.1 within 3 months of hire.• Assisted in performance management and coaching of our BPOs, identifying opportunities that resulted in high AHT and poor process adherence. Improved AHT from 20 minutes to <15 minutes per contact resulting in a cost savings of over $8M year in labor.• Conducted hands-on technical training sessions with BPOs to ensure… Show more • Trained and Onboarded over 300 new hires across BPO and internal teams resulting in a 14% increase in Member Satisfaction from 3.6 to 4.1 within 3 months of hire.• Assisted in performance management and coaching of our BPOs, identifying opportunities that resulted in high AHT and poor process adherence. Improved AHT from 20 minutes to <15 minutes per contact resulting in a cost savings of over $8M year in labor.• Conducted hands-on technical training sessions with BPOs to ensure team proficiency and consistency in troubleshooting complex technical product cases.• Facilitated the transition from Zendesk to Salesforce, improving service delivery efficiency by 20%.• Identified and addressed operational inefficiencies, implementing process improvements that resulted in annual savings of $5.8M.• Optimized our member contact strategy through data analysis, leading to an additional 15% increase in customer satisfaction.• Developed and executed retention strategies, reducing churn by 10% and creating performance metrics dashboards for real-time monitoring providing BPO and internal partners resources for team management. Show less

Plano, Texas, United States

• Maintained and adjusted reporting systems to monitor contact volume, reducing average handling time from 23 minutes to <20 minutes.• Analyzed multi-channel customer interactions, improving service quality and increasing customer satisfaction scores by 25%.• Provided actionable feedback and reporting on agent performance, driving a 20% improvement in efficiency across BPOs and Internal teams.• Conducted regular Quality Assurance calibrations enhancing BPO collaboration and… Show more • Maintained and adjusted reporting systems to monitor contact volume, reducing average handling time from 23 minutes to <20 minutes.• Analyzed multi-channel customer interactions, improving service quality and increasing customer satisfaction scores by 25%.• Provided actionable feedback and reporting on agent performance, driving a 20% improvement in efficiency across BPOs and Internal teams.• Conducted regular Quality Assurance calibrations enhancing BPO collaboration and resulting in a unified approach to agent auditing.• Learned and optimized the usage of Maestro QA platform. Show less

Plano, Texas, United States

• Led training for customer service reps, improving team performance and onboarding efficiency.• Managed a team of 20+ reps, reducing average handling time by 15% while simultaneously increasing CSAT.• Analyzed customer feedback, implementing new troubleshooting protocols and reducing technical support escalations by 30%.• Utilized Microsoft Office extensively for reporting, communication, and data analysis, becoming proficient in its applications.

Plano, Texas, United States

• Resolved 150+ Peloton product issues weekly across 3 channels, enhancing service efficiency by 15%.• Handled customer inquiries and complaints, achieving a 20% improvement in customer satisfaction.• Collaborated with product teams to identify and resolve recurring issues, improving product reliability.• Utilized Zendesk, Talkdesk, Shopify, and G Suite to manage customer interactions and streamline support processes

Dallas/Fort Worth Area

• Managed the SAP Production system, placing orders, moving 100% of inventory digitally, and updating stock requirements to improve procurement accuracy by 20%.• Communicated with upper management and the production floor supervisor, provided project updates, and participated in deadline meetings, resulting in a 15% improvement in project timelines.• Handled shipping and receiving tasks, including international shipments, and performed minor inventory clerk duties, reducing shipping… Show more • Managed the SAP Production system, placing orders, moving 100% of inventory digitally, and updating stock requirements to improve procurement accuracy by 20%.• Communicated with upper management and the production floor supervisor, provided project updates, and participated in deadline meetings, resulting in a 15% improvement in project timelines.• Handled shipping and receiving tasks, including international shipments, and performed minor inventory clerk duties, reducing shipping errors by 10% and increasing operational efficiency by 5%. Show less

Dallas/Fort Worth Area

• Revolutionized inventory management by converting from a pen-and-paper system to SAP and later to RF Scanning, increasing accuracy by 25% and efficiency by 30%.• Managed inventory levels, ensuring precise tracking and timely replenishment of stock, reducing stock outs by 20%.• Organized company inventory management, including training sessions and workshops.• Analyzed inventory data to identify trends and recommend improvements.

Dallas/Fort Worth Area

• Managed and trained inventory teams, improving inventory accuracy by 15% and efficiency by 20%.• Improved inventory management efficiency by 15% by implementing performance-driven improvements.• Led team with coaching and discipline, fostering a high-performance environment.

• Enhanced workplace safety, resulting in a 25% decrease in security incidents.• Led security team, improving daily operations and team performance.• Monitored equipment, investigated incidents, and enforced protocols, ensuring a secure environment.

• Implemented an attendance program, improving staff reliability by 30%.• Mentored 50+ warehouse staff, enhancing operational efficiency by 15%.• Directed package handling and truck loading, improving overall performance.• Led safety training sessions, significantly reducing workplace accidents.

Fort Moore/Fort Eisenhower, Ga

• Completed Basic and Advanced Individual Training, acquiring specialized skills in Cable Systems Installation & Maintenance.• Developed leadership, problem-solving, and time management skills through intensive training programs.