Chris Smith Email & Phone Number

Greater Philadelphia Area

-Leads business analysis for the most complex projects that may impact multiple business areas, address complex processes.-Resolves conflicting needs from different areas of the business, tactfully, and in a way that satisfies all parties. -Provides recommendations to users on appropriate solutions, along with guidance concerning the business implications of application development projects. -Ensures system and business requirements are met by monitoring business value achieved, escalates any variances that may impact ROI to the project team and ensures they are addressed. -Assists or leads the development of QVC Business Cases, including ROI and other financial analysis. -Championed and Implemented a SaaS solution to replace an in-house technology for transactional fraud review.-Implemented a Social Customer response tool. Developed approaches to measure agent quality and productivity.

Greater Philadelphia Area

-Led development of project scope, design, execution, communication and risk mitigation plans.-Assembled and onboarded team. -Measured project implementation and final results against plan. -Served as Subject Matter Expert for cross-functional projects representing Customer Service business team. -Managed Production Support efficiency and process enhancements to Customer Service systems, delivering $2mm in savings annually. -Implemented Bill Me Later payment method across order entry platforms.-Led the business deliverables for the CRM Siebel project, replacing the legacy service platform.

Greater Philadelphia Area

-Identified and led customer-service focused efficiency improvement projects.-Led the Cost Intensive Customer Task Team initiatives and related projects.-Matrix-managed operations groups executing low profit and abusive customer policies. -Led execution of Holiday Delivery on-air promotions throughout the year across the organization. -Managed a project reducing losses from unrecovered original shipment on upfront replacements. Total losses decreased from $4.1 million in 2002 to $348,000 in 2003-4.

Greater Philadelphia Area

-Extracted data using SQL and compiled recurring reporting on brand analysis and consumer trends. -Performed analysis on customer purchasing patterns across commodities, new customer acquisition and attrition. -Created and managed product return surveys. Presented findings and proposals for product improvements based upon findings.

Greater Philadelphia Area

-Supervised a team of fraud prevention agents. Hired, monitored performance, wrote and administered performance appraisals. -Ensured departmental workflow operating goals were met or exceeded. -Instituted a departmental cross-training program to ensure staffing met customer demand.