Christopher Schnurr Email & Phone Number

Madison, Wi, Us

Madison, Wisconsin, United States

• Consult, build, and maintain collaborative partnerships with leaders to identify business needs and relevant training solutions that increase effectiveness.• Collaborate with others on both the CCO delivery team and the organization-wide training design team to conduct needs analysis and recommend appropriate learning solutions.• Understand learner roles to ensure that learning solutions meet the needs of stakeholders and end users.• Work cross-functionally with Sales, Marketing, and Product Management to develop new and recurring trainings.• Facilitate trainings as needed.• Provide feedback to supervisors and sales coaching staff regarding learners for coaching of individual learners.

Madison, Wisconsin, United States

Responsible for identifying new major/longer term revenue generating opportunities (i.e., new products and/or major product enhancements) that support the long-term financial objectives of TDS and determining the financial feasibility of each opportunity by applying agreed upon financial metrics, following the guidance of the senior team members and leaders.Supports the systematic development and implementation of the new products and services. This position is responsible for conducting the research necessary to develop a business case or statement of work (SOW). This includes vendor and technology research, assessment of the competitive market environment and overall strategic benefits. The position serves as the champion of new product development for assigned products and services related to the ILEC, CLEC and cable customer segments.

Madison, Wisconsin, United States

Responsible for the day to day operations of a Multi-Channel Consumer Sales team. Versatility in all contact center specialties of Sales and Service via multiple channels is critical to the role. Channels include dialer, chat, web and marketing leads. The primary function of this position is to coach and develop the sales team to meet or exceed sales revenue targets, maximize customer satisfaction, grow the consumer customer base, achieve productivity targets for non-inbound contact center sales channels and evaluate all aspects of consumer outbound, chat and web sales to ensure we are aligned with TDS’s Star Qualities. Directs, supervises, trains and evaluates performance of staff members and is responsible for day-to-day application of organizational policies, procedures and customer relations. An MOS model is utilized to ensure our customer’s expectations are exceeded, and all revenue and performance targets have been met. The position is further responsible for managing applications and references related to sales efforts within the specified channels within CCO.

Madison, Wisconsin Area

Provide leadership to Consumer Specialist team, this includes: performance management, reporting, employee development, coaching, training, hiring, and retention. Act as a Subject Matter Expert, regularly assigned to lead, contact, and collaborate with peers across the organization for process improvements, procedure updates, and communications that provide clarity to direct reports, while promoting efficiency and accuracy.As a Supervisor in the contact center, your primary function is to coach and develop Consumer Specialists to meet and exceed consumer retention targets, maximize customer service satisfaction, achieve service level targets for calls, and evaluate all aspects of customer service and retention to ensure we are aligned with TDS's Star Qualities. The Supervisor - Consumer Specialist directs, supervises, trains, and evaluates performance of direct reports. You are also responsible for day-to-day application of organizational policies and procedures, customer relations, and escalation of customer complaints. You must utilize the MOS model to ensure we are exceeding our customers' expectations and achieving all of our revenue and performance targets.

Madison, Wisconsin, United States

• Works and meets with other departments to lend subject matter expertise related to process and policy information, as well as making recommendations for proposed changes.• Escalations from CS Seniors, leadership, chat, and receptionist• Facilitation of team meetings• Handles social media during Contact Center hours of operations and second level escalations from Senior Consumer Specialist and Chat advisors on special need customers in a department leadership capacity.• Respond to formal complaints from PUC, BBB, and AG offices.• Follow escalations and formal complaints through to resolution and provide final follow-up to customer and necessary business units.

Madison, Wisconsin, United States

• Answers escalated calls related to disconnect and move order requests.• Uses save techniques that involve negotiation & interpersonal communication skills, to prevent customer churn.• Resolves complex/escalated customer problems in partnership with other teams to ensure long term solutions to avoid future issues.• Care for customer concerns and sales inquiries in chat.

Madison, Wisconsin, United States

• Exceed or Meet Monthly Sales Goals of Voice, High Speed Data, and TV.• Delight and grow existing customer base by consistently providing exceptional customer service on all billing inquiries, seasonal service requests, technical inquiries, downgrades, and other miscellaneous inquiries. • Responsible for reselling customers on the benefits of having TDS service and subsequently protecting existing revenue.• Consult with customers on these service calls to identify customer technology needs and offer TDS product solutions they may not currently have and/or we can offer at a better value.

Education record

Bachelor'S, Human Resource Management