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 flights in timely manner to ensure flight leaves on time. Answer questions and request of customers during the boarding process, utilizing multitasking and communications skills.

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 procedures and training materials on multiple products, services and processes. Subject matter expert for TV and Internet equipment for all call center support and related to main stake holder for BRD, RGS, Sprint sessions.• 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 reduction.• 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 project expenditures.• Project managed testing and onsite support for the successful launch of TV product within 2 National Call Centers Delivered presentations to executives and directors of sales and operations.• Produced and delivered training materials for 18+ sales call center channels for process changes and product enhancements utilizing all Microsoft Office applications.• Mentored and coached new staff across various roles including project management, system process, effective communication and technical writing, and technical product knowledge.

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 throughout 18+ call centers for TV and Internet product sales. Led and directed staff in supervisor’s absence, assuming all management duties.• 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