Chris Gillen Email & Phone Number

Cumming, Ga, Us

Greater Atlanta Area

Directly leads and oversees a national customer engagement and market research firm, dedicated to helping companies ensure superior customer experience and operational excellence initiatives that help them drive loyalty and revenue. Provides strategic direction, manages all aspects of the organization's financial performance, and provides direction and guidance on all branding, marketing, and sales initiatives.

West Yellowstone, Montana, United States

Burning Mountain Adventures offers private, customized tours of Yellowstone National Park. Our expert guides create unique, off-the-beaten-path experiences that allow you to experience the natural wonder and beauty of America's first national park, in a private, relaxed setting.

Greater Atlanta Area

Leads and directs all day to day business operations and customer engagement initiatives for the organization. Works cross-functionally to develop, build and implement best in class strategies to help the organization drive revenue, profit and customer retention.Notable highlights:Achieved an eleven percent increase in Net Promoter Score scores using Agile and customer level of effort methodologies to increase customer satisfaction. Successfully implemented and deployed several technology advancement strategies to increase Net Promoter Score and drive total revenue while reducing overall spend.2018 Silver Stevie Award Winner for Best n Class Voice of the Customer program

Greater Atlanta Area

Developed and implemented the strategy for a SaaS global messaging solutions provider. Designed and developed the go to market sales and service strategy to ensure sales, revenue and service targets were achieved. Direct all operations in the United States and Europe. Notable Highlights: Worked with a global client base to implement subscription level messaging services into customer-facing areas of the business. Recruited, trained and deployed sales and service staff across the United States and Europe. Conceptualized, developed and implemented ‘Challenger Sales Model’ for enterprise and SMB lines of business that contributed to exceeding all set sales targets for the year.

Wayne, Nj

Instrumental in building a world-class customer service operations team. Executes the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed expectations. Directly responsible for all internal and external call center operations, all escalation processes, social media compliance, e-commerce customer experience initiatives as well as customer facing technical and payment support operations. Notable HighlightsBuilt a 50 seat in house call center operation to support all tier 2 and executive escalation processes which led to a decrease in operating costs and an increase in overall efficiency and customer satisfactionDrove down overall operating costs by 35% while increasing all key internal call center and customer satisfaction metrics

Wayne, Nj

Developed the strategy and led the execution of all in-store operations and inventory control processes, audit and safety programs across all 700+ Toys R Us and Babies R Us store locations. With over 200 employees across the country, the team was able to build programs and processes that led to significant inventory shortage reduction, increased store operational performance and lower general liability and worker compensation claims. Notable HighlightsBuilt and managed automated audit process to provide comprehensive and timely operational audits of all 700 locations, reducing expense and increasing efficiencyDeveloped a talent pipeline that helped feed talent into other critical positions within the company

Served in a variety of leadership roles and capacities to include Regional Director and Executive Director of Assets Protection and Operations. Managed and led multi-unit, multi-geolocated teams across large sections of the United States to ensure operational execution and compliance with company policies and programs.

Responsible for leading and managing a team of audit specialists working with a variety of different customers in different verticals to perform audits, mystery shops, inventory analysis and reviews, operational and e-commerce assessments and other consulting services. Notable HighlightsLed and managed a national team of operational auditors that assisted with the closure of a major retailer, helping to streamline processes and decrease losses during the transitionDesign and develop operational audit process for global hospitality provider and led the audit team across several different countries to provide audit services to the client

Northern California

Responsible for leading and managing a large team of people to drive best in class inventory shortage, operational execution, audit and safety standards across multiple store locations in the Nothern California and Utah markets. Worked with store, district and regional partners to ensure all company policies and processes were being followed to maximize sales and service performance.

San Francisco Bay Area

San Francisco Bay Area

Dallas/Fort Worth Area

Indianapolis, Indiana Area

Dallas/Fort Worth Area