Chris Evans Email & Phone Number

Springfield, VA, US

Washington, District Of Columbia, United States

• Manage global client data services (30+ clients), selling a product that improves contact center performance for clients, including call handle time, revenue, and conversion.
• Recruit, train, and oversee a team of 60+ professionals to handle all data-related issues, including business development, client discovery, data acquisition, in-life analysis, and invoicing.
• Run a three-member team to support HR and employee engagement for 450+ employees.
• Own business discovery for new prospects and existing expansions across US, UK, France, South Korea, Turkey, Brazil, Mexico, Spain, and Italy.
• Wrote and led writing of processes and RACI documents, including applied AI, commercial strategy, and client services.
• Drove automation across CDS, allowing for a reduction in staffing from 70+ down to 60 globally.

Europe

• Managed a 50-member data analytics team across Europe to drive data pipeline and performance models (call, chats, time of call, customer calling, outcome, financial results) and owned business discovery and cases.

London, United Kingdom

• Responsible for business discovery/commercials for accounts in UK and Europe.
• Owned data pipeline, calls, and outcomes, joining methodology and performance reporting for UK accounts (Sky, O2, and AA).

Newbury

• Owned creation, strategy, and rollout of a revenue protection program (Leaky Pipe Program) across four countries, 10 sites, and 7,000 FTE; recognized as best-in-class across Europe locations.
• Created training and updated processes to standardize commercial, credit, and discount policies.
• Acted as first and only operating country across VF-Group to have a positive average revenue per user across tariff migrations.
• Served as interim head of consumer customer service Nov 2013-May 2014 to reduce contact center volume through automation, webchat introduction, and effective issues resolution; accountable for consumer care OPEX budget.
• Served as member of customer service and consumer leadership teams and managed a five-member team of senior managers.

Stoke-on-Trent, United Kingdom

• Ensured schedule efficiency of 6,000 FTE across nine call centers in three countries.
• Designed and supported closure of a site of 400+ FTE, creating mitigation plans.
• Worked with business leads to create business continuity plans and mitigate all unplanned events.
• Owned management of all outbound retention and credit operations campaigns.
• Monitored KPIs such as abandoned rate, sales conversion rate, and historical data for campaigns.