Chris Larson Email & Phone Number

Lowell, Ma

Directly oversee the white glove operations for the company’s high profile and most profitable small business client. > Successfully grew the small business team from a handful of technical agents to a cohesively cross trained teams supporting multiple unique businesses. > Effectively increased performance while keeping staffing at minimal levels. Agent performance metrics, customer satisfaction and quality are continually functioning at peak performance. > Created the organizational structure and directly managed the start up and growth of the consumer technical support team in Costa Rica to more than 125 call center agents within a six month period while still maintaining a technical support team of more than 80 technical agents within the US.> Created and implemented daily, weekly and monthly reporting focused on agent performance, metrics and business specific goals. The small business team has been continually recognized by the company and client as a premiere support provider within its organization. > Directly managed the consumer technical operations and successfully increased call volume per month to an average of 36,000 calls and 16,000 chat sessions while increasing service level from <68% to >85% and driving down the average speed of answer (ASA) from >6 minutes to <60 seconds.> Recipient of the Operational Excellence award in 2010 for continued improvements in operations and performance. Also received the Most Valuable PlumChoice Player award in 2015 for continued success with existing account and growing new business opportunities. > Built strong relationships and cross-functional collaboration between Quality, Workforce Management, Training and Account Management teams to improve operational efficiencies.> Exceeded Microsoft customer satisfaction expectations since the initial cloud program launched in 2012. Customer satisfaction averages to date are greater than 96% and net promoter score averages greater than 92%.

Needham, Ma

Successfully managed the technical support teams while driving individual development and process improvements within the organization. > Directly managed 50 technical support associates, including the Supervisory, Technical, and Escalations support teams within a call center environment which provided remote desktop support for end consumers and small business accounts. > Instituted and personally managed the performance metrics within each operational support team to drive improvements in performance, processes and procedures without sacrificing quality of service. Customer satisfaction survey results continually exceeded 92% month over month.> Streamlined current procedures and created additional processes around business needs which increased technical utilization and performance metrics by more than 25%.> Acted as the liaison between the Field managers and Marketing Director to gain insight into ways to further improve communication and collaboration for the technical support team within operations.> Lead and directly managed all supervisor and team meetings within the technical operational teams to review current projects and implement process improvements.

Stow, Ma

Developed and grew the “Americas Field Services” team which supported business -specific clients and consumers within the US, Canada, Mexico and Latin Markets.> Effectively managed and grew the performance of four contact center teams without sacrificing quality or customer satisfaction. Received the Excellence award in 2005.> Increased service levels for each call center team exceeding the 80% overall target, finishing at greater than 87% consistently each month.> Created and implemented a cross training program combining four contact center teams into one to minimize additional staffing during peak seasons.> Increased contact center team metrics from 89% to 96%.

Marlborough, Ma

Directly managed all facets of the operations within the call center; Finance, Facilities, Loss Prevention, Operations Desk, Purchasing, Forecasting, Reporting and Cost Control.> Generated daily, weekly and monthly reports of revenue and payroll expenses and made recommendations to stay within acceptable forecasts. > Coordinated agreements and supervised all outside vendors and contractors, including initiating new relations when cost effective and beneficial.> Managed (directly or indirectly) all reporting functions within the call center including daily call statistics, sales reporting, forecasting and payroll.