Chris Dunham Email & Phone Number

Bellevue, Washington, US

Had to care for my mother with a severe health condition. Also moved my mother-in-law to the Tulsa area to be closer to us with her retiring. Ready to get back into driving successes with an organization.

Tulsa, Oklahoma, US

• Steered substantial efforts to drive morale and engagement, developing innovative strategies to foster a sense of community among employees. Directed a team of 12 direct reports within a contact center environment of.
• Boosted productivity by 15% through the execution of strategies to increase operational efficiency and performance metrics.
• Improved employee retention by 25% by devising engagement initiatives and organizing team events.

• Monitored all aspects of site operations, overseeing a team of 500+ employees and managing quality, training, IT, facilities, recruiting, HR, and overall business operations. Acted as the primary interface with.
• Achieved a 95% employee attendance rate through the implementation of community outreach programs.
• Reduced operating costs by 20% through the identification and mitigation of defects in travel services, realizing process changes and training initiatives for continuous improvement.

Highland Park, Michigan, US

• Controlled site operations, tracking quality, training, IT, maintenance, HR, and recruiting activities for a team of up to 1300 agents. Introduced performance metrics for operational effectiveness while complying with.
• Doubled the agent base by growing the major roadside assistance account through a specialized agent program, leading to an 18% increase in profitability and achieving positive revenue outcomes.
• Tripled the size of the hospitality account by implementing a performance-based agent plan linked to group bookings, leading to repeat business with major hotel brand.

Dallas, TX, US

• Headed population health management, scheduling, and referral services while leading a team of healthcare professionals. Formulated and integrated policies and procedures to comply with industry regulations and.
• Reduced average speed of answer from 5 minutes to 20 seconds by centralizing call center services, resulting in a 25% increase in customer satisfaction and higher quality marks in service areas.
• Incorporated a referral process to identify in-network specialists for a 40% increase in referrals in-network within 3 months and improved patient retention and brand recognition by 30%.

Dallas, Texas, US

• Controlled all site administration and operations, spearheading a team of 15 direct reports. Complied with company policies and procedures while maintaining high-quality service delivery and customer.
• Identified and addressed a $80K monthly penalty in a cable internet services contract by presenting an "achievability clause" to the client for $1M cost savings and immediate profitability to the bottom line.
• Collaborated with senior management to plan corporate strategies, attaining successful outcomes and alignment with company objectives.

Other Positions Included -General Manager / Site Director – Jan 09 – Apr 10Sr. Operations Manager / Assistant General Manager – Sept 07 – Dec 08

Paris, France, FR

-Business Manager / Account Manager-Service Delivery Manager-Senior Team Manager-Project Manager-Team Manager

Master Of Business Administration (M.B.A.), Mba

Bachelor Of Arts (B.A.), Social Sciences