Chris Calkins Email & Phone Number

Remote

As a part of this job role, I collaborated with numerous internal teams to identify and scope projects, as well as to discuss desired goals and business process solutions. It was me who established a targeted evaluation approach to include data sources, number of evaluations, duration, data collection method, timelines for conferences, presentation output, and consistency for field leadership and other stakeholders. It is worth mentioning that I planned and provided reporting progress of initiative, to consider measurements tracking, and improvement of components. Furthermore, I developed and presented data-driven storytelling to generate actionable insights and innovations for diverse range of stakeholders, from department heads to executive leadership.My accomplishments within this role are following:• Accomplished 100% of projects within given timeframes.• Led project management team to ensure streamlined completion of assigned projects.• Promoted to senior business insights analyst by presenting outstanding performance.• Stated innovative recommendations obtained via associates and customer interaction observations.• Enabled actionable insights and recommendations by gathering and evaluating appropriate data based on targeted approach and business opportunity.

I supervised and evaluated individual performance as well as associate and client telephone interactions. I was responsible for delivering verbal and written feedback and facilitating feedback sessions with associates and one-on-one coaching to boost individual and department quality survey scores. I am a quick and motivated learner who coordinated for development and refinement of the new hire mentor program. Furthermore, I supported SBS West Region during the Service Strategy & Quality Team's creation and rollout preparations of the Quality 1st Program.Below listed are some of my achievements within this role:• Designed and directed a training package to onboard five newly-hired call center mentors.• Suggested plans for improvement by monitoring environment and morale to detect problems relevant to empowerment and development.• Participated in emerging leaders training program with a duration of two years, quality classes, and one-year management.