Chris Fink Email & Phone Number

Phoenix, Arizona, United States

I managed both the workforce management and quality analytics teams for the contact center. • Assisted in developing a demand and capacity modeling tool to help with determining FTE needed based on both internal and external demand on the center.• Built a SharePoint online input form for internal business demand requests and determined capacity handling of the engagement center. • Identified lost productivity time via historical and real-time reports. • Provided long-term, short-term and real-time forecasts for the contact center.

Warrenville, Illinois, United States

I was engaged to deliver process improvements for the BP global services team and managed projects to stabilize elements of the lubrications.

I mobilized and coordinated a disperse workforce across Illinois and Wisconsin to deliver contact center dashboards and reports for the HR shared service centers and Leave of Absence teams.Analyzed historic and system data to create a dynamic dashboard and reporting structure and scheduling platform, improving trend analysis, forecasting, and call flow capabilities.

Downers Grove, Illinois, United States

Moline, Illinois, United States

I owned a clean energy business and sold energy efficient products and solutions, with management responsibility for a team of contractors.

I spearheaded the development of a new strategic business unit from the ground up, with oversight of 2 operation managers, 8 supervisors, 180 agents, and a departmental budget of $5M in Montego Bay, Jamaica and Nashville, TN

Winter Park, Florida, United States

I increased service level interval hit rates by 140% through the effective management of workforce adherence and payroll containment for a call center

I designed and delivered advanced training and performance incentives, increasing CSAT scores by 5% and exceeding all 4 KPI goals across 7 direct and 75 indirect reports.

North Fort Myers, Florida, United States

I transformed an underperforming function into a world-class customer service call center and awarded the 2007 Chartwell ‘Best Practices’ Customer Service Award for drastically improving processes and communications.

Albuquerque, New Mexico, United States

I developed continuous improvement policy and quality initiatives, implementing processes to quickly analyze quality trends at multiple centers.

Lincolnshire, Illinois, United States

I supervised the customer service team for the TotalMRO business unit, working with staff and customers in utilizing the new business structure. Performed data audits on incoming data prior to going live on customer web site. Worked with vendors directly on any cleanups needed.

Chicago, Illinois, United States

I created and managed the regional customer quality database, reporting information to call centers and management.Created the online form used by quality auditors to capture audits. Performed data scrubbing prior to creating reports to eliminate duplicate audits, as well as cleanup bad data.