Chris Clifford Email and Phone Number

Transformational coach, trainer, and public speaker. Excels at coaching, mentoring, and empowering individuals to live their best life and achieve their goals. - Certified Jack Canfield Success Principles Trainer- Certified Chopra Center Meditation Instructor- Certified Professional Life Coach- Certified Belief Clearing Practitioner

Directs service and support operations across multi-geographic locations with over 300 associates. Responsible for: client services, executive escalations, quality, workforce, training, sales support, equipment support, specialized operations, and complaint management program. Leads and mentors six senior leaders and over thirty managers/key individual contributors. Oversees delivery of service excellence through BAMS contact centers and third-party vendor. Drives vision, strategy, and execution for business functions that directly contribute to revenue and EBITDA. Creates client-centric culture focused on continuous improvements through implementation of process methodology and Six Sigma. Creates a positive culture by actively soliciting and acting on employee feedback. Designs and implements employee engagement and recognition programs. Mitigates operational risks by proactively identifying and addressing risk and control gaps. Client Services CX leader; serves on governance committee for execution of BAMS Client Experience program.

Responsible for delivering positive call service experiences for Bank of America Merchant Services clients. Led contact centers in multiple geographic locations, and oversaw call services provided by a vendor partner. Directed contact center support functions, including: Workforce, Telecom, Quality, Projects, and Executive Complaints.

Oversaw end-to-end operational support delivered by BAMS shared service providers to ensure a positive client experience. Designed and led the execution of the complaint management program inclusive of domestic, Canada, and EU regions, delivering compliance with regulations and a process to partner with teams across the business to enhance the client experience. Responsible for client services as delivered by a vendor partner. Served as operational liaison between BAMS business partners and shared service providers to proactively identify opportunities and implement process enhancements.

Leveraged financial services and process expertise to deliver services to clients in the payments industry. Analyzed business opportunities and presented recommendations for improvement. Specialized in process, project, product, and change management solutions. Identified the unique needs of each client and offered customized recommendations.

Directed overall call performance and business results for two call center locations with over 1,000 employees.Recruited and empowered high performing leadership team.Developed and implemented call center strategy focused on delivering exceptional service while simultaneously reducing costs.Created and managed multi-site operational budgets exceeding $30 million.

Vendor Management OrganizationFounded international Vendor Management division for call center organization.Developed strategy, including overall vision and roadmap for successfully distributing calls between domestic locations and international partners.Selected global partners to deliver value and align with outlined vision for operations.Negotiated international vendor contracts.Oversaw vendor performance, including service, quality, and contractual achievement.

Enterprise Dispute OperationsDirected strategic and tactical operations of back office center processing 8 million annual Issuing and Acquiring disputes with budgets in excess of $19 million.Recruited, led & developed team of over 600 employees.Oversaw continuous improvement efforts to streamline processes and mitigate financial risks. Partnered with clients to understand needs, integrate new business, and enhance processes to drive an increase in customer satisfaction.Served as Site Manager for Hagerstown facility; represented First Data in the local community.Led stategy for Domestic Enterprise Payments. Partnered with customers to develop strategy, vision, and roadmap for Settlement, Dispute, and Compliance operations. Led strategic enterprise initiatives that delivered value and aligned with outlined vision.

Director, Dispute OperationsDirected overall operations for Acquiring dispute resolution process, including chargebacks, retrievals, warehouse, and tele-service departments with over 200 employees. Co-led successful conversion of chargeback center processing over 1.6 million items annually.Developed/maintained strong business relationships with bank partners and merchants.Director, FDMS Service QualityLed/developed team of 30 exempt level managers and staff.Supported Operations through quality monitoring, survey design & analysis, and merchant satisfaction/client feedback programs.Created and implemented an Executive Balanced Scorecard. Negotiated business service levels for new domestic and international business.Facilitated various forums to gather 'voice of customer' feedback, including leading focus groups, surveys, and conducting client interviews.Director & Certified Black Belt (Six Sigma) Led major Six Sigma projects, delivering measured results (over $3M in savings) including expense reductions and increased revenues.Trained Stakeholders, Green Belts, and Black Belt candidates in the Six Sigma approach and methodology.

Successfully managed overall operations of $80 million commercial branch office.Increased profitability of branch operations through intensive call program.Trained new Branch Managers and Assistant Managers.

Responsible for overall operations and delivering high quality customer service. Managed 4 branch locations during conversion.Deployed efforts to improve deposit/loan growth and profitability of key branches in Montgomery County and Washington DC.Underwrote and approved consumer/home equity loans.Functioned as Community Reinvestment Officer for District of Columbia.Trained Tellers and CSR's in Banking Basics and Enhancing Customer Service Skills.

Served as Personal Lending Officer for high net worth clients.Oversaw entire lending process for first and second mortgage facilities. Responsible for applications, underwriting, approval, and settlement.Liaised with prospective clients to develop new lending relationships and to cross-sell other bank services.

Managed operations of second largest branch office with deposits in excess of $90 million.Acted as Loan Officer for home equity loan campaigns.Successfully graduated from intensive 18 month Management Development Program.