Christopher Brooks Email & Phone Number

Kirkland, WA, US

Seattle, Washington, United States

Tukwila, Washington, United States

As the Leasing Operations Manager I oversee the contact center that supports 18 SHAG (Senior Housing Assistance Group) communities and 3 managed buildings in Washington and Oregon. This includes overseeing an annual budget of $475k and maintaining each facility’s occupancy rate at 96%+.Additionally, I analyze move in/out trends by lead source, all.

Seattle, Washington

• As Director, Contact Center and HR Administration, I provided strategic planning and oversight of the internal contact center staff that supported 28 senior housing communities in Washington and Oregon. This included.
• Managed the creation and deployment of integrated contact center/customer service technologies which reduced abandoned calls by 72%
• Implemented Zendesk ticketing system to document problems, customer follow up and resolutions (end-to-end process and timing) that improved resident experience and reduced resident call escalation from 30% to ≤.

Tukwila, Washington, United States

Focused strictly on the contact center, I improved productivity and reduced costs by completely retooling the center. This included creating training for effective call management and use of the property management tool as well as improving the lead qualification process through better customer dispositioning. The new qualification process increased.

Seattle, Washington

I was Contact Center Operations Manager at Emeritus when it the company was acquired by Brookdale in 2014. While at Emeritus Senior Living I designed, built, and deployed the senior housing industry’s FIRST internal contact center. The new center generated $7M in annual revenue on a budget of $1.5M.After the acquisition I was asked to replicate the call.

Seattle, Washington, United States

As the lead, I supervised, motivated, and mentored a team of 10 people in the reverse mortgage department. Besides maintaining detailed documentation of reverse mortgage products and services, I provided outstanding customer service to both internal and external customers. My efforts in this area were recognized by Bank of America. I received the Spirit.