Chris Crumbley Email & Phone Number

Hoover, AL

• Analyze a variety of performance reporting to identify potential operational processes, skills, product knowledge, and learning gaps that may lead to decreased performance.
• Partner with and collaborate with site leadership to help validate behaviors and processes that impact performance.
• Develop curriculum to skill up site leadership on leadership skills and product knowledge, and remove operational barriers inhibiting success.
• Conduct and facilitate key learning sessions through a variety of methods such as on site consulting, teleconference remote learning sessions, web conferences, and creating and distributing training curriculum and.
• Follow up key learnings through facilitating and participating in weekly calibration sessions, review site performance reporting, and collaborating with site leadership on enforcing follow up plan.

Hoover, AL

• Conduct weekly audits for skills and behaviors coached and developed via remote call monitoring, reviewing quality team’s observations, customer experience surveys, and notations on orders placed, attaining a mid-year.
• Gather and analyze data and reporting for skill gap assumption, validation and create monthly individual development plans to improve strategic sales metrics and a mid-year result in Wireless Gross Adds attainment of.
• Communicate and partner with key contacts in other departments to improve and streamline processes, procedures, and systems for the organization.
• Birmingham call center’s key contact with our Risk Assessment department and develop processes with Risk Assessment to help lower risk and churn and improve center performance, resulting in a 6 percent decrease in.
• Recruited and developed team members through the Manager in 60 and Management Development Programs leading to four individuals being promoted into Telesales Managers in under 2 years of mentorship.
• Partner with Business Analyst and Quality Assurance Manager to oversee tracking of Acceleration Huddles around self-designed “Your Money Matters” leader board. Saw improvement in utilization of tool and participation.

Hoover, AL

• Partnered with trainers and managers to train and develop new-hire employees. This group ended up becoming my team as an Acting Manager and was one of the top performing teams in September and October.
• Focused on LEAP tactics to skill up outliers and improve performance.
• Selected out of the 4 MI60s and 2 Acting Managers for the position of Team Manager to help one of our bottom performing teams turn their performance around. Within two months, we made considerable improvements in ACE.
• Selected from Manager in 60 Program to lead new hire team as the Acting Manager to develop our bottom performing team of new hires and within two months we became a top 3 performing team month over month.
• As Acting Manager of the new-hire team, identified key strategic behaviors and developed plans for each employee, resulting in our success as a top ranked team in Birmingham.
• Exceeded sales targets by demonstrating behaviors from the sales process and Ranked #2 in Birmingham DMDR in 2011.

Bachelor’S Degree, Human Resources Management And Services

Associate’S Degree, Business Administration And Management, General