Christopher Covert Email & Phone Number

Red Bank, Tennessee, United States

Our mission at Covert Solutions is to empower startups and small businesses by equipping them with the necessary tools, knowledge, and strategies to succeed in today's competitive marketplace. We understand the unique challenges faced by emerging enterprises, including limited resources, tight budgets, and intense competition. By offering comprehensive.

• Transitioned into building out a new hiring and contractor bench program that would allow the company to fill the gaps in some of the skill sets we provided our clients.
• Developed procedures to track and identify the gaps in skill coverage from our small engineering team.
• Worked with the sales teams to understand the pending and in-flight contracts and what skills we would need to have on board to fulfill the obligations to the clients.
• Based on the projected ticket volume of a given technology per client, I was able to determine if we needed to either find a full-time employee for that skill set or we could negotiate with a contractor for a set.
• Developed a new product line that we would use internally that would allow us to grow using Contractors on Demand or Staff Augmentation to clients based on the needs of an individual support contract.
• Negotiated contracts with various staffing services to handle large-scale hiring as needed.

Tennessee, United States

• I was brought on to the team to create the first Support Services department for Xcelocloud. Xcelocloud is a Microsoft Support service that was, at the time, using 3rd party engineering firms to handle tickets for.
• Worked with the company’s CEO to establish goals and what it would take to get there.
• Together, we decided on a three-stage plan.
• Create a client portal and ticket process and hire experienced Service managers to handle the established client load.
• Complete a client and ticket migration to the new portal within 45 days of the start date.
• Hire an internal engineering staff and train them while offboarding 3rd party engineering firms.

United States

• Established Incident and Escalation Management process utilizing my experience working in the other departments of the previous year.
• Worked to ensure our new platform and Incident Management procedures aligned with the latest workflow.
• Established an escalation matrix to provide our clients, account managers, and partners.
• Proactively identify bottlenecks and roadblocks that might lead to a client escalation and work with the different departments to implement a solution.
• Own high-priority down or a critical issue that needs extra attention. Either through the established escalation matrix or direct engagement by the client or partner.
• Identify stakeholders.

Atlanta GA

• Created the first iteration of the escalations process for the NOC.
• Created a standard for Coaching and Performance Improvement Plans for the NOC.
• Worked with various carriers and vendors to establish communications channels to reduce engagement times.
• Mentored many entry-level agents to achieve leadership positions and opportunities to progress in their chosen careers.
• Exemplified leadership and maintained company standards and protocols.
• Recognized for excellence in building and motivating management and hourly team members.