Chris Gullick Email & Phone Number

Syracuse

Responds to client phone calls in a timely manner and resolves client questions and issues, including payroll and tax-related matters, "How-To" product inquires, system issues, and first-level support of client input and/or output transmission issues in order to provide professional and personalized customer service.Ensures that client obtains full value.

Loveland, Colorado

• At SilverEdge, we enable commerce to create prosperity for our clients, company and community. We believe in only offering products and services that increase the profits of our clients. The Core from SilverEdge allows.
• Created and implemented the Quality Assurance Guidelines and Standards for the SilverEdge outbound sales division
• Process and Procedures implemented: Quality Assurance Monitoring forms and definitions, client CSAT/ASAT data trending and reporting, call studies to enhance day to day and weekly trending to pro-actively make.
• Applied Six Sigma Yellow/Green Belt certification tools to analyze quality assurance related data to identify and interpret verbal and non-verbal trends to recommend possible solutions to the management team Show less

Fort Collins, Colorado Area

• Created and implemented internal Quality Standards for inbound/outbound sales and non-sales customer service accounts, include overseeing direction of Quality Department for major crediting client.
• Created new Quality Monitoring forms and definitions, client CSAT/ASAT data trending and reporting, creating and presenting “time in motion” and call studies to enhance day to day and weekly trending to pro-actively.
• Created new Quality Monitoring forms and definitions, client CSAT/ASAT data trending and reporting, creating and presenting “time in motion” and call studies to enhance day to day and weekly trending to pro-actively.
• Developed and implemented training programs and incentive programs for the Quality Department.
• Introduced calibration sessions that use Gage A R&R scoring guidelines to ensure Quality Scoring Standards are consistent across all functional areas within the call center.
• Created working relationship with the department training manager to combine resources and data sharing to build a better Training/QA experience for the life cycle of our agents Show less

Shopps At Centerra, Loveland, Colorado.

• .
• Music Department Manager duties included creating employee schedules, ordering and maintaining department stock, and creating employee reviews.
• Worked closely with store management to ensure department goals are met and exceeded on a weekly and monthly basses. Conducted team meetings that include going over store and department goals.
• Lead Bookseller duties included ongoing customer service, zone maintenance, and general store upkeep.

Shops At Centerra, Loveland, CO

• Worked in a retail team environment to ensure the store staff was meeting and exceeded set goals for sales.
• Duties included opening and closing the store, setting plans, and assisted in hiring/training new employees.

• Duties included continual training in the Satellite TV account to ensure up to date product knowledge. Delivering feedback in a timely manor to the team that included daily call stats, QA states and use recommendations.
• Provided technical/call support as a resource to the floor when needed. Participated in several pilot groups programs.
• Helped develop and… Show more
• Helped develop and implementation the “Voice of the Agent” program for agents to have a voice in how to enhance the working environment within the call center floor. Show less

General Studies

Activities and Societies: Marching Band

Education record

Activities and Societies: Marching Band, Chorus, Speech/Debate Team