Chris Burchard Email & Phone Number

Westlake Village, Ca, Us

Lead all on-site and remote contact center sales and service operations for Guitar Center Companies. Here's what we have accomplished in the first 8 months.🎸 Built, staffed, trained and unleashed 100 on site Gear Advisors in Kansas City who are rocking the music retail industry🎸 Increased conversion rates by over 95% through advanced sales skill training, improved lead management and Cresta AI coaching platform deployment🎸 Improved contact center post transaction NPS from 62% to 75%🎸 Elevated customer survey scores for "likliehood to re-engage with a Gear Advisor" from 61% to 76%, validating our relationship based sales model🎸 Worked with tech team partners to implement a world class AI Coaching Platform - Cresta Conversation Intelligence🎸Reduced remote Gear Advisor annualized turnover from 134% to 35%🎸Highest employee opinion survey scores, ever!Much more coming in 2025!

Basking Ridge, Nj, Us

I lead our organization's network expansion strategy, overseeing outbound sales network recruitment teams, and building a scalable technology platform to enhance client experiences. These efforts are resulting in successful market expansion, exceeding sales targets, and the development of an efficient technology ecosystem, all contributing to the ongoing growth and success of our company.🔷Closed 91% more network locations in 2023 through outbound sales team performance execution.🔷45% increase in outbound calls completed in 2H 2023.🔷Identified and implemented significant process changes to improve efficiencies, including new call guides, new hire training manual, performance dashboards and new analytics. 🔷Changed data process for generating leads, eliminating steps, and creating waterfall success analytics.🔷Implemented program for 3rd party digital fulfillment of sample packets, eliminating work previously handled by outbound team.🔷In first 6 months, evaluated, identified, and implemented new cloud contact center solution with Five9, providing best in class Voice, IVR, Chat, SMS/Email and Quality Management capability.

Greenwood Village, Co, Us

I led all teams providing service to over 30,000 daily call, email and chat contacts for the second largest 401k plan record-keeper in the United States. My teams consisted of 6 site leaders, 45 managers and over 900 associates. I also had relationship and performance accountability for 100 BPO partner associates providing call support. Successfully brought together diverse and experienced groups from acquisitions that when combined, became collaborative, high-performing and passionate teams. Known for developing talent, creating cultures where people feel supported and empowered to excel individually and as part of the team to achieve greater results. 🔷Led teams handling diverse and complex work functions in a retirement record-keeping environment including: fund transfers | withdrawals | rollover to IRA | plan enrollment | investment education | web navigation | fraud detection | client research | lead generation | escalations🔷 Designed new call flow procedures resulting in $292 million in retained assets 🔷 Managed 30% increase in customer satisfaction scores through redesigned training and quality programs focused on first call resolution and more efficient call handling 🔷 Redesigned IVR flow resulting in 25% increase in IVR containment, saving $1.2M annually 🔷 Reduced call handle time by 25% in 3 months by challenging and empowering a small group of leaders to develop transformational call handling procedures, resulting in a savings of $4 million annually🔷 Designed and delivered custom care center models to corporate and state government clients, resulting in numerous new business and retention wins, including the 4th and 6th largest retirement plans in the US. 🔷 Saved $950,000 in annual fraud losses by implementing new team to handle suspicious calls🔷 Executive sponsor of company Latin X Business Resource Group (BRG) called “ALMA”

Miami, Fl, Us

In this role, I led 4 US call centers providing support to clients in the financial services and wireless industries. I was accountable for the performance of over 2000 associates delivering service to clients and generating over $70 million in annual revenue. 🔷 Clients included Bank of America, USAA, MetLife and AT&T🔷 Worked performed for clients included: deposit banking | fraud detection | credit card processing | T1 provisioning🔷 Led the top 2 US call centers in revenue and operating income through performance delivery and maximized staffing capacity🔷Doubled revenue from banking client to over $50 million annually by adding 3 new call center operations and 1000 agents🔷 Increased annual revenue by $2 million by quickly turning-around underperforming site in less than 1 year

Us

Led Outbound Sales and Customer Service Teams for the mortgage division.🔷 Increased revenue 206% by developing lead management system and blended calling strategy🔷 Turned customer service operation into a profit center by integrating lead generation with service calls, providing a new revenue stream to key internal stakeholders

Irvine, Ca, Us

Site leader for Gateway sales teams of 500+associates. Led inbound, outbound, chat, and retention sales teams for the Gateway Sales Call Centers in Sioux Falls, SD and Kansas City, MO.🔷 Recognized as top performing site in gross margin and closing rate for 3 consecutive years.🔷 Achieved Top Center Award 3 times and Center of the Year in 2000.🔷 Created retention team that generated $50M in incremental revenue.🔷 General Manager of site manufacturing and service operations for Sioux Falls, SD facility.✔ Additional relevant Gateway experience: Senior sales manager | Budget and reporting manager | Sales supervisor | Sales coach | Sales account executive