Chris Fulgham Email and Phone Number

As a Senior Supervisor for Operations I am responsible for the supervision of an internal support team that serves our client base of primarily Fortune 100 companies. I am responsible for completing specific tasks as well as ensuring the team is meeting and exceeding expectations. I work closely with members of the Client Service Organization, Engineering, Accounting, and other internal groups. Responsibilities may include but are not limited to: Responsible for staff scheduling, work assignments and training; Actively participate in recruitment (interview, hire, train); Review, develop and measure team objectives to meet overall business objectives; Conduct team meetings and regular staff one-on-one meetings as well as mid-year and annual reviews; Identify areas of opportunity and mentor process and performance improvements; Identify areas for process improvements and implement improvements; Establish and maintain internal relationships within the Organization, Accounting, and other key roles within the company; Maintain relationships with vendors, clients, and industry organizations; Provide superior customer service support; Own/maintain various internal resources and attends regular department planning meetings; Undertakes special projects and executes them from development to completion; Supervise and thoroughly understands the Domain Renewals team; Supervise and understands the Level2 Support team which provides technical support to the Organization.As a Product owner I am responsible with managing the day-to-day workflow of support tickets, assisting with new product prioritization and implementation, and facilitating the feedback loop with our Technology team. All the while, providing communication to all parties and helping to ensure business priorities are in continuous alignment.

As a Domain Operations Supervisor I am responsible for the supervision of an internal support team that serves our client base of primarily Fortune 100 companies. I am responsible for completing specific tasks as well as ensuring the team is meeting and exceeding expectations. I work closely with members of the Client Service Organization, Engineering, Accounting, and other internal groups. Responsibilities may include but are not limited to: Responsible for staff scheduling, work assignments and training; Actively participate in recruitment (interview, hire, train); Review, develop and measure team objectives to meet overall business objectives; Conduct weekly team meetings and regular staff one-on-one meetings as well as mid-year and annual reviews; Identify areas of opportunity and mentor process and performance improvements; Identify areas for process improvements and implement improvements; Establish and maintain internal relationships within the Client Service Organization, Accounting, and other key roles within the company; Maintain relationships with vendors, clients, and industry organizations; Provide superior customer service support; Own/maintain various internal resources and attends regular department planning meetings; Undertakes special projects and executes them from development to completion; Supervise and thoroughly understands the Domain Renewals and Billing team; Supervise and thoroughly understands the Level2 and Technical Operations Developer roles which both provide technical support to the Client Service Organization; Supervise and thoroughly understands the Domain Research and Analyst Team which provides reporting and analysis for the Client Service Organization and Sales; Provides services and support to MarkMonitor clients who are taking part in the ICANN New gTLD Program.

As a Senior Domain Operations Specialist I work with and support a client base of primarily Fortune 100 companies. I am responsible for a number of cross functions within the organization. Responsibilities may include but are not limited to: renewal of client domain names and making the associated payments; responding to compliance emails; research and creation of external, client-facing reports; Level2 support; afterhours coverage responsibilities; delegating tasks to other Domain Operations Specialists; facilitating the registration and transfer of our clients private domain names and providing training to others in the Domain Operations department. These tasks require working with a number of parties both external (clients, international vendors/service providers) and internal (ccTLD Specialists, Client Services Managers, and others). When completing renewals and payments for client domain names, I am responsible for completing all assigned renewals and payments in a timely manner, updating all internal records accurately, and maintaining the integrity of our internal database. When creating reports for our clients, additional responsibilities include completing assigned tasks on time using proprietary and third party tools and presenting the data set results to internal and/or external clients in an accurate and professional manner via Microsoft Excel, Microsoft PowerPoint, and other various applications. In addition, due to the broad nature of this position, the Senior Domain Operations Specialist position requires Project Management skills, ability to delegate, train others as needed, and the ability to work and achieve goals with minimal supervision.

As a Domain Operations Specialist I worked within the Client Service Organization supporting our client base of primarily Fortune 100 companies. I was responsible for a number of cross functions within the organization. Responsibilities included the renewal of client domain names and making the associated payments, responding to compliance emails, and the research and creation of external, client-facing reports

Responsible for registrations, transfers, DNS and ownership modifications of domain names. Provide high level of customer service to internal team members and work closely with outside third party providers to effectively manage client's domain portfolios.

Senior role and subject matter expert for the department. Responsible for managing floor coverage, special handling of escalation calls, monitoring dialer effectiveness, change management, troubleshooting problems and searching for resolutions.