Christopher Garlock Email & Phone Number

Phoenix, Arizona, United States

San Francisco, California, US

• Responsible for Risk Identification and Assessment, Control Design and Evaluation, Issues and Control Deficiencies, Control Governance and Reporting, and Control Programs.
• Partnered with first line & second line of defense business groups to develop and maintain a strong control environment leading to early identification and sustainable mitigation of operational risk.
• Reviewed regulator identified Matters Requiring Attention (MRA) to determine scope and applicability.
• Led complex Risk Control Self Assessment (RCSA) initiatives designed to mitigate current and emerging risks with broad impact.
• Managed business specific programs and provided risk management consulting on enterprise-wide CRM projects that used Agile or Waterfall project methodology.
• Monitored, measured, evaluated, and reported on critical high impact global events, issues and controls to senior executives, relevant business groups or functional areas.

San Francisco, California, US

• Led business operations for 250+ contact center team members who were located across multiple geographic locations
• Drove the delivery of a world class customer experience across 150,000+ monthly customer contacts including phone interactions, e-mails, and completion of account maintenance forms
• Responsible for strategic planning & project implementation for National Business Banking Center (NBBC) High Value and Business Support Connection Teams who serve both external small business & wholesale customers and.

San Francisco, California, US

• Led operations for 400+ inbound and outbound contact center team members/contractors in 4 different geographic locations who serviced existing Home Equity, Personal Line/Loan & My FICO customers
• Led the startup of the Credit Score Support Contact Center which supports providing FICO scores to all customers
• Responsible for setting strategic direction, initiating/managing/delivering projects, and leading organizational change

San Francisco, California, US

• Responsible for overseeing the activities of a call center sales & service staff comprised of inbound and outbound representatives. Duties include:
• Ensuring sales/service campaigns are managed properly
• Directing management and supervisory staff toward the achievement of sales/service goals and program effectiveness
• Coordinating staff, budget, and resources while maintaining quality service
• Recruiting top sales/service talent & insuring all staff are properly trained

San Francisco, California, US

• Partnered with internal & external marketing organizations to develop direct mail and telemarketing campaigns
• Liaised with Home Equity Loan Fulfillment Team to improve processing of home equity loan applications
• Drove new project ideation and prioritization for Home Equity Customer Management contact centers

San Francisco, California, US

• Led a diverse team of individual contributors including Project Managers, Implementation Consultants, Business Process Analysts, Technical Writers, & Operations Processors
• Led business expansion efforts within the Regional Bank and Phone Bank sales channels
• Developed and maintained the strategic plan for Home Equity Customer Management
• Head of cross functional teams responsible for improving customer satisfaction and customer loyalty

San Francisco, California, US

• Drove re-design of call center performance and incentive compensation plans
• Represented business in multiple projects including new product development, process improvement, and system re-design
• Developed call flow model to convert inbound customer service calls into additional products & services
• Incorporated Siebel’s “Creating Customer Loyalty” model into call center scripting
• Set autodialing strategy for multiple customer management campaigns

San Francisco, California, US

• Rotated every 4 to 6 months to a new job assignment within a different geographic location to develop executive leadership skills
• During each rotation led projects or business initiatives while learning the business
• Worked in Marketing in Concord CA, Business Process Improvement in Colorado Springs CO, Community Bank Fulfillment in Phoenix AZ, Wholesale Fulfillment in Carlsbad CA, Customer Experience Portland OR, & Business.

San Francisco, California, US

• Managed day-to-day operations of 40+ call center sales staff including Supervisors, Team Leads, Mortgage Loan Processors, & Sales Representatives
• Developed and administered budget for call center, including the management of an incentive plan
• Managed and participated in multiple projects including the development of a new contact center site

San Francisco, California, US

• Helped lead a team of 30 collectors including conducting training courses, holding one-on-one mentoring sessions, and facilitating the daily flow of work

San Francisco, California, US

• Made outbound calls and took inbound calls collecting on Home Equity Lines/Loans, Indirect/Direct Auto Loans, Unsecured Lines/Loan, and Credit Cards
• Managed collections for entire California personal loan portfolio from 90 days past due to charge off