Christopher Allen Email & Phone Number

Boston, Ma, Us

Responsible for Enterprise Digital Experience leadership and results.

Quincy, Us

Tasked with omni-channel design and architecture with a focus on leading Breezeline's digital web and App build out to meet sales and service goals and objectives. Responsibilities include, building the Teams and managing a full rebuild of a high traffic Cable/Internet/Phone provider website (www.atlanticbb.com) into a modern and competitive digital experience. Led the team responsible for Breezeline's NPS and overall VOC program to ensure the focus stayed on the customer as we built improved digital experiences.

Boston, Ma, Us

Built and led teams tasked with developing Homesite's omnichannel Customer Experience Including Websites, Operations, Call Centers and Online Claim Experiences.1. Responsible for the strategy, build out and integration of web, call centers, claim services and communications (email, txt, paper), into a seamless experience for Homesite's Partnerships and Customers.2. Built out online servicing web sites to drive up session volume from 2K sessions a day to 30K sessions a day. Websites designed to merge seamlessly though single sign on with major brands like Progressive, GEICO and American Family. -This in turn resulted in reducing phone calls from policy holders from 1.6 down to 1.1 calls per year.Responsible for managing analytics and projects that drove retention and cost improvements while also improving compliance and customer satisfaction / surveys results across the enterprise and partnerships. 1. Customer Effort Score (CES) went from 5.5 to 6.2 and Net Promoter Score (NPS) went from -10 to 65.2. Renewing retention for Home (85 to 86.5) and Renter (52 to 58) experienced multi year gains.

Boston, Ma, Us

Led Customer Experience Department, Retention Analytics and Communications1. Built the business cases and led projects that led to surpassed performance goals for the Knowledge Management Team, Data Visualization Teams, and Retention Team.2. Led the Online Servicing Business and Technology team of 40 IT and business resources to reduce call volume and increase retention for customers that preferred to do business online. 3. Led and managed all Customer interactions with Progressive and GEICO business partners for over 20 customer experience and integration projects including Single Sign-On which allowed customers to seamlessly port to Homesite services online without having to re-enter an ID or password. This was part of a strategy that led to an expansion of contracts and partnerships with these industry leading companies and improved retention by 2 points for Homesite.

Boston, Ma, Us

Managed and led Operations, Call Center Technology and all Process Improvement work

New York, Ny, Us

Project, Process and Reporting leader for Human Resource Outsourcing Operations Six Sigma, Quality and Productivity leaderResponsible for scorecard performance and improvement in Health and Benefits Outsourcing; Defined Contributions, Defined Pensions, Time/Absence Management and Total Benefits Outsourcing lines of business. Managed team of 18 certified project management professionals (PMP). Managed the business case justification process and oversaw budgets for technology associated with Customer Service, Case Management, Business Process Management, and Image Operations. Lead a fact based culture change throughout operations footprint.1. Led call center and product sales and servicing process improvements for annual cost reductions of $1 million or more each year. 2. Designed, developed and oversaw learning and training programs that certified over 100 green belts and 200 yellow belts in Six Sigma and Lean.

Charlotte, Nc, Us

Retail Banking Officer with Process Improvement leadership roles in Credit and Debit Card Sales, Service, Claims, IT and Automated Teller Machine (ATM) Technology. Led customer-centric efforts as part of best in class debit and credit card customer support management team. 1. Led initiatives and change in process leading to an average of $20 million in annual expense reductions and revenue growth while reducing risks associated with Federal Regulations governing electronic transactions (Reg E). 2. Reported to head of 20K FTE call center executive in role managing cross-site metrics and reducing waste and defects in customer servicing.3. Certified as Six Sigma Master Black Belt and received certifications in Lean, Design for Six Sigma and Process Excellence

Boston, Massachusetts, Us

Quality assurance and process improvement roles in the retail banking and lending technology departments1. Automated retail banking software testing using newest web testing automation tools. 2. Selected for PMP and Six Sigma Lean Training Programs with rotations on an enterprise project swat team. 3. Process mapped and led Lean Kaizen events in Electronic Banking Operations that led to $250K in expense savings annualy.

Boston, Massachusetts, Us

Investors Bank & Trust acquired by State Street1. Trading desk and wire room manager2. Trusted with signing rights over $25million and OFAC security.3. Developed intra-day shares and cash balancing process and capabilities using in-house technology that reduced balancing errors down to nearly 0% (same day within 30 minutes of close of market).

Us

Accounting

Communications And Accounting