Christion Mcgraw Email & Phone Number

Durham, North Carolina, United States

Establish and maintain customer relationships. Implement customer service performance metrics and practices. Manage and continue to develop a highly successful service team.

Wake Forest, North Carolina

Manage 65+ direct reports and ensure teams are achieving daily KPIs. Provide outstanding customer service to our clients by developing effective customer service procedures, setting customer satisfaction goals and driving continuous improvement of service team leaders and representatives.

Rtp, Nc

I actively manage call center team performance while reviewing statistics on a daily basis to develop strategies to ensure positive customer service and client service level agreements are met. I identified team members strengths and areas of opportunity, helping improve in negotiating, problem solving, listening and customer service skills.• Created and improved reporting, collections performance, call center conversion, one call resolution and other areas pertaining to call center efficiency• Implemented call flow changes, resulting in 25% overall improvement of client delinquency

Greensboro/Winston-Salem, North Carolina Area

Promoted improvement process and provide alternative solutions to improve system effectiveness. Provided coaching and calibrations with leadership and training staff to improve quality assurance standards.-Incorporated customer service methods with tech support, taking previous 30% resolution time above regional average to under 10%.

Charlotte, North Carolina Area

Ensured that call center agents provided quality service in line with organizational and industry standards, retaining customers.

Charlotte, North Carolina Area

Provided coaching and calibrations with team members and leadership. Trained team on how to develop and hone listening skills to improve customer service. -Increased call quality scores by 40%-Improved employee and customer retention by 25% - Accomplished 0% abandonment rate multiple months.