Christopher Conner, Mba Email & Phone Number

Los Angeles, Ca, Us

Responsible for setting the strategic direction and management of the administration, enhancement and maintenance of the telecom, IVR, Dialer, and Workforce Management systems to drive operational excellence. Responsible for setting goals and identifying solutions to achieve productivity and performance objectives in the customer care, sales, quality assurance, workforce, recruiting, human resources, training, iCare, eCommerce, and Fulfillment departments.

Mumbai, Maharashtra, In

Responsible for the strategic planning and tactical execution of all call center operations. Developed support and synergy strategies for 2,000+ call center personnel globally. Core duties include management and leadership of processes for the continuous improvement of the customer experience with a tactical emphasis on customer care, quality management, workforce planning, recruiting, human resources, coaching and training.

St. Louis, Mo, Us

Directly responsible for overall management and strategy in the region as well as building and managing cross-functional teams. Implement business plans, assess the customer’s needs, and provide market/regional feedback on competitive offerings, prospect needs and generate product/service development ideas. Direct and supervise staff of 103 internal and 30 outsourced personnel.Notable Contributions:♦ Boosted revenue through use of quality check tools and overseeing all strategic and operational Customer Relationship activities.♦ Created effective strategies and plans to optimize operational efficiency, productivity and business processes while simultaneously reducing costs.♦ Amplified annual revenue by $180K.♦ Improved Net Promoter Score (NPS) by 92%.♦ Championed IVR containment resulting in a savings of $325K.♦ Significantly reduced adjustment errors by 300% resulting in $387K in savings.♦ Overhauled training curriculum and built a successful on-boarding program for new hires.

St. Louis, Mo, Us

Instituted new department with a primary focus on providing world class service as well as mentoring and educating cross-functional teams to improve overall customer satisfaction. Enhanced management/staff team productivity through motivational training and mentoring.Notable Contributions:♦ Successfully increased customer retention and overall customer satisfaction scores by 30%.♦ Developed departmental processes and procedures and protected the image and brand of Suddenlink.♦ Reduced customer complaints by 66% and improved resolution time from two weeks to 24 hours through outstanding performance and leadership.

St. Louis, Mo, Us

Drove the growth of largest accounts through delivering on sales and retention goals for two-thirds of the company. Managed teams’ performance and executed company objectives while instilling the company culture.Notable Contributions:♦ Raised Revenue Generating Units (RGUs) by more than 10K.♦ Increased RGUs per call and household close rates.♦ Increased revenue per connect from $45.00 to $63.00.

St. Louis, Mo, Us

Spearheaded a top performing team in two geographical locations in East Texas tasked with growing the business and improving customer experience. Strengthened partnerships with other business units to streamline workflow processes to better align with business needs. Trained support staff to use computer organization tools to improve the processing of returned checks, equipment recovery, bad debt, collections and non-responding customer equipment.Notable Contributions:♦ Increased annual revenue from $2.3M to $7.2M and annual profit from $1.1M to $3.3M.♦ Built 180 miles of additional cable plant.♦ Competently presented and introduced fiber optic cable to over 170K customers.♦ Recovered $300K in lost/unreturned equipment.♦ Increased Digital sell-in from 31% to 79% and High Speed Data sell-in from 18% to 46%.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor’S Degree, Business Administration And Management, General