Chris Fleming Email & Phone Number

Calgary, Alberta, Canada

I worked with a team of Data Analysts and used data to find potential areas of opportunity to improve customer experience, reduce operation costs and simplify processes in order to meet business needs. I created presentations that highlighted the benefits and potential risks in making the changes, and provided recommendations to Senior Leadership in order for them to make informed decisions. I led projects and worked with stakeholders to ensure that milestones were being hit on time and that the results were as expected. I built relationships across multiple areas of the business and ensured that any impacted department's were kept informed and could provide feedback. Once projects were completed, I would monitor the data to ensure that the results were as expected and would keep stakeholders informed on results.

Calgary, Alberta, Canada

I supported a team of up to 22 Installation Technicians. I was responsible for monitoring and coaching their performance in both their technical craft and customer service and sales skills. I would join them on ride a longs in the field to observe their work and customer interactions and provide tips on missed opportunities and areas of improvement. I hosted weekly standups in order to roll out important information in a timely manor and helped them work through changes in the business as they were being rolled out.I was also responsible for creating an onboarding process for bringing in contractors in order to assist with the ebbs and flows of customer service levels. I worked with the contracting companies to provide training, set expectations, monitored their work and provided feedback to the contracting company. I developed a process for making the onboarding simple and repeatable in order to get their credentials in a timely manor and assisting our customers as soon as possible.

Calgary, Alberta, Canada

I am responsible for building and maintaining service levels and installation availability that meets both the needs of the company, and our customers in Southern Alberta. I also deal with any installation concerns that may arise from either our customers or our contractors, and work with all parties involved to find the best resolution for everyone.

Calgary, Alberta, Canada

As a Customer Care Supervisor, I oversaw a team of up to 20 front line agents. I was responsible for monitoring and coaching to their performance, working with the agents develop and fulfill their desired career path, and assisting with their skill development. I was also responsible for communicating and and facilitating change to the front line, to meet the needs of the business.

Calgary

Supported front line agents in assisting customers by answering questions, and educating agents on how to find the information they are looking for. Created training documents and presented the information in order to improve agent skill levels in order to meet company goals. Worked with escalated customers in order to find a solution to difficult or ongoing issues that met both the customers and the companies needs.

Calgary

I provided technical support and customer service to customers in need of assistance with their television products. Identified customer needs and recommended products and services that would make their experience better and provide the best value to that customer. Adhered to company goals and values and maintained my KPI's in order to support business needs.