Chris Calkins Email and Phone Number

Leading and Supporting Sales, Hospitality and Operations teams across Western U.S.

Developed strategies, processes, and efficiencies to improve resident satisfaction, engagement growth, and retention. Lead a cross functional team of customer experience, sales and operations teams – building the metrics (SLAs) and strategies while streamlining process, employee training, achieving CSAT goals, and revenue growth. Partnered with cross-functional leaders to examine cx support, product conversion, uncover gaps, and ensure alignment between compliant processes and procedures.

Created customer experience and sales strategies across multiple regions that improved customer satisfaction scores and drove revenue performance across stores and regions. Lead a team customer experience and operations teams to achieve performance objectives; including creating structured cadence for performance management, sales planning and forecasting.HIGHLIGHT OF ACHIEVEMENT:• Lead 12 retail stores in Northern California.• Developed playbooks, training rhythms, and operational processes for scale across markets.• Designed and delivered a seamless customer experience strategy supported by data, to deliver on a customer service experience that was streamlined, optimized and personalized to each customer.• Built a winning culture of performance through co-created training programs, coaching and development cycles, and dynamic teamwork which lead to consistent KPI achievement quarterly. Including promotion of several employees within the organization.

Empowered and motivated cross functional teams to achieve KPI results, deliver company experience objectives and execute standard operation procedures and protocols. Success in building efficient business processes, with a dedication to continuous improvement, quality, problem solving, and innovation.HIGHLIGHT OF ACHIEVEMENT:• Deployed strategies to improve customer experience, including more efficient ways to connect with customers and manage volume that lead to reduced wait times, time to repair, and satisfaction scores at Genius Bar locations.• Implemented new operational workflow and customer journey that lead to faster and increased revenue performance to support high volume iPad, iPhone and product launches.

Headed the complete scope of daily operations and strategic planning for 300 million in P&L activity with a focus on strengthening the store operations and customer service scores in stores across California.HIGHLIGHT OF ACHIEVEMENT:• Championed the creation and roll out of CSAT scores at all In-store repair centers, including deployment and execution of new operating procedures and playbooks.• Top 10 nationally recognized revenue and service growth.• Developed process flow and sales practices for each department – later utilized across other key stores and markets.