Chris Dowd Email & Phone Number

Omaha, Ne

Omaha, Nebraska, United States

Papillion, Nebraska

Greater Omaha Area

Omaha, Ne

TPG’s products and services provide measurement and analysis of customer experience and risk mitigation for performance improvement of our Fortune 500 clients through observation of call/chat interactions to identify drivers of customer satisfaction for sales, service, and retention channels.As a senior manager, I lead several client teams in the delivery of this model, through concentration on revenue production delivery, exceptional data health, and ongoing employee engagement and accountability. I also provide skill development guidance and performance evaluation of both direct and non-direct reports as a performance management plan (PMP) mentor.

Greater Omaha Area

As a manager I provided on-board training and support for new hires and refresher training and updates for veteran analyst staff, and I led client teams in delivery of production revenue and in calibration of data collection.

Greater Omaha Area

As a performance analyst I provided accurate customer experience measurement and diagnosis, and oral/written coaching feedback to drive improvement of customer experience and client return on investment for sales, service, retention, and risk objectives. As an experienced analyst, I also provided training and mentoring to my peers.

Greater Omaha Area

Responsibilities included receiving emergency-related calls, such as reporting of incidents and false alarms, and customer service inquiries, such as updating accounts, alarm system troubleshooting, and processing work tickets for technical issues. Duties required quick response time, efficient use of time to minimize calls waiting in queue and to effectively assist customers, and strict adherence to alarm protocols and customer verification guidelines.

Greater Omaha Area

Responsibilities included monitoring Telephone Sales Representatives for quality assurance and for educational feedback, delivery of feedback and implementation of coaching for agent performance improvement. Additional duties consisted of hourly team productivity updates, coordinating seating arrangements for the team according to team member productivity and educational priority, and post-shift entry of sales data.

Bellevue, Ne

Responsibilities included managing a team of Telephone Sales Representatives, including hourly team productivity updates, quality assurance monitoring, educational follow-up and coaching, individual and team motivation, attending and participating in pre-shift management meetings, and compiling post-shift daily reports. Most of my time as a TSS was also spent being primarily responsible for on-the-job trainees, including their post-training development and weekly progress summary reports, in addition to the duties detailed above. Also voluntarily assisted with training and facility manager duties to broaden versatility.

Castle Afb, Ca

Responsibilities included assisting customers with locating/purchasing products, inventory tracking and replenishment, and department maintenance and appearance.