Chris Schappe Email & Phone Number

United States

Saint Louis

- Customer service agent that helps guide and assist them with the ticketing and baggage check-in process. Responsible for all aspects of the ticketing process - selling, printing, reissue, also responsible for managing the check-in process - ensuring our customers have the proper documentation for travel. - Gate agent to help arriving aircraft's, boarding.

• Plan, execute, and deliver multi million-dollar projects for TV, Internet equipment products and processes within client-facing sales channels. Create and maintain TV and Internet equipment product Support methods and.
• Project managed a pivotal call center IT and process change which reduced handling times of specific orders by over 50% and reduction of disconnect to fall outs of 35%.
• Coordinated and led detailed focus groups with call center representatives on equipment ordering and delivery issues which resulted in multiple IT, shipping and process changes and resulted in a $4M yearly expense.
• Product support and project managed key developments in Internet security and storage products producing over $14M annually in sales
• Collaborated and led the ordering experience team that developed a new onboarding process at end of calls which reduced post order call backs by 28%.
• Effectively managed $13M Directors budget in times of downsizing/cost control, including analyzing budget, ensuring timely invoice payments, providing forecast report to VP office and conducting monthly views of.

• Specialist, National Customer Quality Observation Team (2001 – 2006)High Speed Internet Sales Representative (2000 – 2001)Steered the development and implementation on new national customer quality guidelines.
• Facilitated over 95 team calibration sessions throughout national consumer call centers to ensure consistency when scoring customer quality adherence observations.
• Developed key training guide for contractor sales centers on critical skill sets in Customer Satisfaction drivers, Team Improvement data and Skill for Success Guidelines.
• Instructed over 45 classes with newly developed training guide resulting in 15% increase in customer satisfaction quality surveys and 20% increase in internal national quality results.
• Recognized as 2-time recipient of the Vice President Simply the Best Award (2005 & 2006).

Financial representative that managed over 300 clients, maintaining over a six million dollar book of business and investments.

Oversaw and executed all responsibilities of running a high profile retail store operation. These duties included; budget, inventory control, merchandising, superior customer relations, managing a crew of seven plus employees, hiring, training, performance appraisals and carrier planning,

Associate'S Degree, Business, Management, Marketing, And Related Support Services, 3.45

Business Management, 3.4