Christopher Basile Email & Phone Number

San Antonio, Tx, Us

Nacogdoches, Tx, Us

Etech is a servant leader organization providing superior customer experiences and innovative solutions that enable our clients to build stronger brands, strengthen customer relationships, and gain market share. Etech provides service as a solution; handling customer contacts, delivering business insights through Etech Insights, and technology solutions through Etech Technology Solutions (ETS).✦Lead client relationship management for recognized brands, ensuring high satisfaction and retention rates.✦Utilize advanced data analysis, statistical methods, and Etech Insights to derive actionable insights, driving improvements in operational performance.✦Enhance team capabilities through mentorship in AI, data analysis, and operations, providing expert guidance and constructive feedback.✦Foster professional development of team members, facilitating their growth in emerging technologies and analytical methodologies.✦Drive operational excellence by developing and monitoring KPIs, exceeding client CSAT expectations.

Nacogdoches, Tx, Us

Analyzed data and provided insights related to artificial intelligence (AI) projects/campaigns. ✦Leveraged data analysis, statistical methods, and Etech Insights to draw meaningful conclusions and make recommendations to improve operational performance.✦Mentored employees by providing guidance, sharing expertise, offering constructive feedback, and helping mentees navigate their professional development paths within the field of AI, data analysis, and operations.

Sterling, Va, Us

Responsible for Contact Center’s performance, managing customer interactions across various channels, while delivering an efficient and effective customer and contact center employee experience. ✦Developed and implemented consumer growth strategies that aligned with enterprise goals and core values. ✦Facilitated leadership development and continuing education training programs with a focus on Situational Leadership, Predictive Index (PI), and 4 Disciplines of Execution (4DX). ✦Guided meaningful interactions across a range of channels (e.g., phone, email, chat collaboration, artificial intelligence, digital marketing campaigns, emerging adoption of social media interactions, and CRM data). ✦Maximized technology solutions for automatic call distribution, computer-telephony integration, interactive voice response, and outbound dialers through TalkDesk and ObserveAI.

New York, New York, Us

Spearheaded transformation of contact center operations, optimizing strategic functions across Customer Success, Loyalty, Technical Support, Services, Sales, and Learning & Development teams. Led cross-functional project teams from inception to completion, overseeing process design, implementation, and quality control initiatives. Successfully navigated COVID-19 disruptions to implement new policies and procedures, resulting in reduced customer churn and enhanced customer experience.✦Directed implementation of Salesforce.com CRM and TalkDesk/ObserveAI technologies, optimizing management of both in-house and 75 remote employees for a BPO partner.✦Designed a customer-first strategy that reduced support voice call abandons from a height of 30% down to 1%.­✦Reduced support chat abandonment rate from over 50% to less than 1%.­✦Lowered voice average abandon time from 9 minutes to 6 seconds (exceeding industry standards).­✦Elevated Customer Support Voice Service Level from 39% to over 90%, achieving World Class designation.✦Increased the Inside Sales Team’s Monthly Recurring Revenue (MRR) results by 75% and multiplied the Sales Team’s Average Order Value by 73%; rebuilt leadership structures and introduced a solution selling methodology.✦Improved employee satisfaction from 68% to 90% through the implementation of a performance-driven culture and recognition system.✦Established a professional L&D team and implemented Learning Management Software (LMS).✦Oversaw the creation of comprehensive internal training programs and certifications.✦Implemented systems to monitor training effectiveness, and completion rates, and identify skill gaps.

Scottsdale, Arizona, Us

Directed strategic post-onboarding activities with 50+ agents leveraging enterprise-level key strategic account management. Orchestrated executive leadership strategic planning to reduce logo churn through accelerated solution adoption. Created a data-driven approach to pinpoint upsell opportunities and enhance customer lifetime value. Collaborated cross-functionally to develop and implement customer upsell strategies, driving revenue growth. Selected Accomplishments:✦Drove a 21% revenue increase in 4 months through the implementation of personalized customer interaction strategies.✦Engineered innovative churn reduction engagement model, resulting in a 25% decrease in customer churn rates and streamlined process-related requirements, enhancing operational efficiency.

Us

Directed comprehensive contact center operations, overseeing 14 Managers and 145 Existing Account Agents while fostering cross-functional collaboration across Sales, HR, Training, Finance, Product Development, Marketing, and Executive teams. Spearheaded daily management initiatives to resolve customer conflicts and strengthen support infrastructure, consistently meeting or exceeding budget objectives. Championed a culture of continuous improvement, optimizing operational processes and enhancing overall performance metrics.Selected Accomplishments:✦Recognized by CFO for exceeding goals, secured $25M per month of recurring revenue, and $8M in annual net profit. ✦Increased Transactions-Per-Rep/Day and Average Order by 34% YoY from 2018 to 2019 by leveraging sales enablement tools like ClearSlide and GONG.IO which incorporates AI/Conversation Intelligence to improve customer interactions. ✦Achieved record growth, including a 116% YoY department increase in incremental monthly recurring revenue (iMRR) with only a 27% increase in headcount. ✦Delivered a 52% YoY increase in monthly recurring revenue per account and a 67% increase to the monthly goal by leveraging a lead scoring model, introducing specialized industry-specific agents, and creating lead scarcity.

Atlanta, Georgia, Us

Coordinated operations and leadership for Outbound, Ecommerce, and Chat Channels including 8 Sales Managers and 88 Sales Agents dispersed across 13 US regions. Led business transformation and team development for two outsourced vendors and drove P&L results through inbound, outbound, and chat selling tactics. Selected Accomplishments:✦Outpaced revenue expectations by 22% for internal outbound sales teams.✦Exceeded BPO vendor revenue targets by 25% whose focus was on (VSBs) very small businesses).

Atlanta, Georgia, Us

Launched an outbound sales team generating new recurring revenue for diversified telecommunications business products and cloud-based technologies. Hand-selected to lead the Outbound team in conjunction with the Inside Sales team. Promoted a consultative sales approach as opposed to a telemarketing viewpoint, resulting in increased customer satisfaction involving the management of 12 Inbound Sales Agents and 10 Outbound Sales Agents.Selected Accomplishments:✦Enabled market share penetration by determining territory structures for geographical and vertical marketing with segmentation and forging lucrative partnerships with Cox Mid-Market Field Sales Team. ✦Developed proactive relationships with additional sales channels along with new and improved processes for the inbound sales team to enhance efficiency.✦Created opportunities for employee succession and leadership development to the Cox Mid-Market Field Sales Team and Inisde Leadership roles. ✦Improved inbound sales conversion rates by 22%, and outbound close rates by more than 30%.✦Increased annual quality scores from the target of 75% acceptance to 95%

Greenwood Village, Colorado, Us

Achieved year-over-year B2B and B2C revenue growth, workforce optimization, and quality success scores through effective contact center leadership of this large Business Process Outsourcer (BPO). Held accountability for 200+ employees, while conducting business on behalf of different Fortune 500 logos including Best Buy, IBM, HP, Google, AT&T, and Verizon.Selected Accomplishments:✦Sales leader of the year award recipient (2000)✦Co-MVP company Senior Leadership Development Program

Bachelor’S Degree, Business Management

Associate’S Degree, Criminal Justice