Chris Slaugh Email & Phone Number

Glendale, Ca, Us

Toronto, Ontario, Ca

Toronto, Ontario, Ca

• Employ control and authorization over the complete global customer base while delivering best in class customer support.• Originate, develop, and execute innovative customer support strategies while establishing standard operating procedures, best practices, and continual service improvement efforts. • Establish new customer facing knowledge base and Knowledge Centered Service Methodology • Contribute extensively to senior leadership team meetings and provide recommendations on key areas.• Generate and deliver thorough updates to the C suite and the board regarding support KPIs. • Review and enhance hiring practices while forming a robust and scalable support organization. • Align objectives with Product Development, Engineering, and IT Teams with the goal of enhancing the customer experience.• Launch initiatives designed to increase employee morale through tactical leadership and motivation.• Bridge communications with technical consulting to design training for support personnel.• Coordinate and lead effective daily huddles and institute metrics and accountability. • Study and assess the backlog, ultimately reducing backlog from 750 to 550 cases (27%) in less than 3 months.• Heightened CSAT from 77% to 96% in less than 6 months by establishing new CSAT/DSAT audit process

Santa Monica, Ca, Us

• Demonstrated expertise in conceptualizing and launching enterprise-wide global product support initiatives around operational efficiencies. Talkdesk, Observe AI, Salesforce Service Cloud, and Observe AI• Evaluated and optimized global processes, goals, and performance of the GPS tools and teams on a global level. • Administered all aspects of the GPS Salesforce, TalkDesk, and Teleopti cloud environments. • Created detailed dashboards and reporting mechanisms via Salesforce, Power BI, and Excel to provide optimal visibility into the GPS support environment.• Liaised with the CEO on mitigating an excessive backlog within the GPS environment.• Integrated critical best practice methods within the contact center environment, realizing a reduction in backlog from 10,000 to 3,500 cases and improved CSAT rate from 65% to 83%.• Developed and implemented numerous automation solutions, including SFDC Omni-Channel and TalkDesk Skills Based routing.

New York, New York, Us

• Directed and oversaw all daily activities for a 350 agent global contact center with operations in Salt Lake, Bengaluru, and Singapore. • Provided expert support across various channels, including phone, email, chat, and Desktop Assistant, to more than 35,000 employees as well as operator assisted and multimedia operations.• Piloted efforts which led to reduced costs and volumes, process automation, user experience, and procedure improvement. • Presided over all facets of data analytics, metrics, dashboards, and operational excellence.• Restructured the full support experience, devised new strategies, and vastly improved performance core KPIs.• Secured and onboarded key new products for support while continuously fostering relations with current clients.• Diminished expenditures by more than 40% in regards to multimedia operations while sustaining superior service levels and quality.

London, Greater London, Gb

• Achieved measurable success in producing effective strategies through design, standards, and road maps for end-user computing, including IoT, mobile device management, image management, application packaging, patch management, inventory, and tool administration.• Interfaced with Dell and Microsoft throughout the development of a unique end user computing strategy.• Communicated with operations divisions to study, analyze, and fully resolve Global VDI challenges (Citrix).• Envisioned and executed a successful Windows 10 rollout strategy and coordinated Windows 10 deployment image prior to RTM.

Salt Lake City, Utah, Us

• Trained, guided, and motivated a dedicated IT division across six states as a means to provide superior IT support for various client-side computing services.• Advanced measures for career development and succession planning for future leadership and IT support personnel. • Assisted eight affiliates across the western United States as well as more than 450 campus and branch locations, 11,000 employees, 14,000 desktops, laptops, tablets, and mobile devices. • Administered and balanced a $9M budget to within .03% under budget, increased first call resolution from 54% to 73%, and decreased call abandonment by 50%.

West Valley City, Utah, Us

• Directed and oversaw all desktop computing and support initiatives for global IT Operations• Established new Contact Center (Help Desk) including physical office setup, ACD, IVR, and ServiceNow ITSM Suite• Saved over $100,000 (annually) in mobile telecom costs through vendor management and process improvement initiatives• Established Microsoft Enterprise Agreement that included global licensing for the organization• Led Unified Communications project that included both Microsoft and Cisco Products• Implemented Microsoft SCCM environment for imaging, deployment, patch management, and software distribution

Salt Lake City, Utah, Us

Responsibilities included monitoring and administering all servers, routers, and circuits for the Zions Bank Enterprise using tools such as HP Open View and CA’s Unicenter TNG. Monitoring all ATM machines and routers connected to the ATM Machines. Maintaining Network stability and troubleshooting any issues to determine fix and or root cause. Also work with the Zions Bank Field Services group supporting software and hardware on the end user desktops.

Salt Lake City, Utah, Us

Responsibilities included supporting all Zions, Vectra Bank CO., NV. State Bank, and National Bank of AZ. (over 10,000) employees on any technical issues ranging from Mainframe support to desktop and printer support. Support users on Novell, GroupWise, and Windows (98, 2000, XP).

Salt Lake City, Utah, Us

Responsibilities include managing desktop and server environment for Amegy Bank of Texas, which consisted of San Antonio, Houston, and Dallas. Staff consists of 10 employees supporting 86 locations and over 2100 users. Create and maintain budget for the desktop support department. Serve as IT liaison between the Amegy affiliate and technical operations. Maintain good working relationship with the executive staff. Monitor and maintain SLA’s, ticket queues, and quality service levels.

Salt Lake City, Utah, Us

Responsibilities included assisting the Field Service manager in running monthly numbers, budgets, project planning and organizing weekly staff meetings. Responsibilities also included supervising 14 technicians on the field services team, and communication analyst team. Also maintained PC support for a campus location with over 450 people.

Salt Lake City, Utah, Us

Responsibilities included Supporting the PC hardware and software for Zions Bank. Supporting the network infrastructure of the branch locations, this included the circuits coming into the branch, routers, switches, servers, and all PCs at each branch location. Converted Zions from Novell to Microsoft Active Directory environment.

Mba, Business

Bs, Business Management