Chris Hoffman Email & Phone Number

San Diego, Ca, Us

Responsible for leading Operations, Customer Service, Finance, Recruiting, and Employee Performance.Highlights include:• Restructuring systems and processes to generate an 8x increase in overall profitability• Operationalizing all client product offerings and SOP's• Establishing and leading recruiting process to support increase in team size from 10 to 30+ members

San Diego, Ca, Us

• Customer Support - Designed support department from the ground up implementing all systems and processes. Responsible for managing a team handling 5K+ requests per month.• Retention - Designed and implemented retention processes and efforts resulting in an industry leading 92%+ retention rate month over month• Social - Designed and managed all social response efforts across diverse channels. Cross collaboration with marketing to define and manage the Vessel voice.• Nutritional Coaching - Created and managed 1:1 nutritional coaching program including all systems and processes. Exceptional track record of hiring A+ registered dietitians with a 99.3% member satisfaction rating month over month.• Content - Managed and directed all product and app related content. Brought lessons and daily activities product offering to market. Responsible for all content efforts including blog, podcasts, in app verbiage, supplement & nutritional advice.

San Mateo, California, Us

• Strategically pioneered creation of Helix Customer Care department overseeing staffing and implementation of core service tools• Established a highly empowered team structure allowing for industry leading customer satisfaction and 100% employee retention rate.• Directed the implementation of 40+ partner customer service groups to collaboratively support both Helix DNA sequencing and partner interpretation of results • Spearheaded multi-department collaboration establishing regulatory and customer contact reporting triggers. Closely partnered with digital and IT colleagues for the purpose of harmonizing customer experience w.r.t service and support.• Directed the development and build out of Salesforce CRM, leading to a 40% increase in agent efficiency. • Implemented reporting system highlighting customer insights allowing service organization to exceed customer expectations and provide actionable customer feedback to product and marketing teams. • Established key KPI metrics driving tactical departmental efficiencies and corporate level strategy. • Implemented digital self-service strategies (FAQ, chat, e-mail) reducing ticket volume by 30%.

• Clever Element is a 2000 sq./ft. retail store in the heart of Carlsbad Village specializing in artisan creations and free trade items.• Directly responsible for site build out, vendor relationships, hiring and training of staff, inventory selection, CRM installation, budgeting and day-to-day operations.• Repeat visitor index consistently up 250% month over month.• Monthly sales and store traffic goals grown exponentially with emphasis on customer experience and positive relationships built with community.

San Diego, California, Us

• Built and developed a team of supervisors, leads, and independent contributors from 0 to 50+ employees including recruiting, hiring, training, and performance management.• Established a highly empowered team structure allowing for industry leading customer satisfaction and 98% employee retention rate.• Responsible for operational management of a 24/7 department handling 7000+ incoming calls and 400 e-mails per month, supporting a nationwide customer base of 60,000.• Developed customer excellence standards that led customer technical support team to be voted #1 in industry wide customer support satisfaction two years in a row. Source dQ&A Patient Panel, Q2 2014• Developed and implemented new hire training program providing product knowledge, customer excellence skills, case documentation, and troubleshooting expertise, dramatically increasing new hire performance and retention. • Significantly reduced top complaint call drivers through development of a training and troubleshooting framework in conjunction with a customer follow up program.• Implemented customer high risk program that led to a 50% reduction in product returns within the first 90 days of purchase. Program included the creation of a high risk customer retention team.

Abbott Park, Illinois, Us

• Direct client interaction via phone and e-mail resolving technical product issues, troubleshooting, and managing expectations• Strong workflow, documentation, and time management required to assist 20-30 clients a day concerning medical diagnostic issues• Developed action plans consisting of additional training, troubleshooting, and increased follow up for retaining high value clients.• In depth use of SalesForce.Com (SFDC) software for client and case management • Department trainer for new employees on scientific and regulatory aspects of Alere product lines

Miramar, 2400 Sw 145 Avenue, Us

• Project leader for global regulatory compliance with specific reference to European REACH legislation. Team reported to VP of operations and included various department directors/managers.• Supervised creation of regulatory database for chemical testing and safety • Assessed raw material chemical mutagenicity (Ames Test) and cellular toxicity• Widescale analysis of scientific testing data in reference to method of study and safety of all raw materials

Yonkers, New York, Us

• Responsibilities included interpreting and testing of patient samples (blood, urine, and spinal fluid) employing various automated GC and UV-Vis instrumentation on chemically treated slides• Strong knowledge of critical chemistry values and analysis

Stockton, California, Us

• Developed lab coursework for semester• Responsible for weekly lab lectures and progress evaluation of 90 + students in genetics• Instrumentation and hands on laboratory skills include PCR, electrophoresis, preparing and streaking plates, cell culture, bacterial transformation, isolation of genetic material for study, restriction analysis, etc...

Thousand Oaks, Ca, Us

• Purity and identification of samples employing HPLC and flow-injection MS • Purification of both achiral and chiral samples• HPLC instrument maintenance, column replacement, and buffer preparation• Post purification duties from fraction evaporation and dissolution, to transfer and weight determination

Stockton, Ca, Us

Responsible for composing weekly articles concerning campus and worldwide news Involved direct interaction with various leaders of the campus community

Master Of Science - Ms, Biochemistry And Molecular Biology

Bachelor Of Science - Bs, Biochemistry