Christopher Hurst Email & Phone Number

Atlanta, Ga, Us

Jeffersonville, Indiana, United States

Tampa, Florida, United States

United States

• Ensured Inbound Technical Support team maintained Key Performance Indicators, such as an Abandon Rate under 5% and a Wait time less than 3 minutes on a monthly and yearly basis.• Altered team's organizational structure to better attain these KPI's without increasing head count.• Created Partner Solutions team to better address business partners needs that received multiple accolades.

Tampa, Florida

• Met Customer Retention goals for 12 out of 14 months May 2018 - July 2019.• Documented processes for the entire Retention department• Trained and oversaw three person team to perform retention functions during a company buyout.• Oversaw training that encompassed two other established call centers.

Tampa/St. Petersburg, Florida Area

• Managed 'Open, Not Processing' program that involved communication between Account Executive, Equipment Dealer, and Merchant in order to get stale accounts successfully processing.• Quickly adapted to receiving calls, responding to e-mails and work orders, providing merchants with information, and monthly tasks.• Processed all closure requests for the company to ensure that monthly goals were met as well as timely processing of said requests.• Produced all reports for DataCap… Show more • Managed 'Open, Not Processing' program that involved communication between Account Executive, Equipment Dealer, and Merchant in order to get stale accounts successfully processing.• Quickly adapted to receiving calls, responding to e-mails and work orders, providing merchants with information, and monthly tasks.• Processed all closure requests for the company to ensure that monthly goals were met as well as timely processing of said requests.• Produced all reports for DataCap Retrievals and split customer contacts with other Managed Services Specialist.• Wrote scripting for outbound calls as well as form emails to be used for the entire department.• Executed outbound calling for varied reasons, such as equipment and service sales, welcome calls to new merchants, and follow up on closure and contract questions. Show less

Tampa/St. Petersburg, Florida Area

• Received over an average of 400 calls a week for sales, service, or support needs from customers.• Quickly adapted to any policy or call model changes while maintaining customer satisfaction. Also adapted to sales programs that changed on a bi-monthly basis and continued to excel in sales performance.• Praised for contributing to a positive team environment by encouraging and assisting others to exceed their past performance.

Tampa, Fl

Resolved customer inquiries, complaints, and billing questions. Contact person for escalated customers, restored belief in the Water department's integrity, use multiple options to determine the most optimal path to resolve consumer's concerns. Interface daily with internal partners in accounting, field services, repair, and public relations divisions.Key Accomplishments:• Managed a high-volume workload of mixed phone calls, e-mails, and postal inquires. Resolved an average of 200… Show more Resolved customer inquiries, complaints, and billing questions. Contact person for escalated customers, restored belief in the Water department's integrity, use multiple options to determine the most optimal path to resolve consumer's concerns. Interface daily with internal partners in accounting, field services, repair, and public relations divisions.Key Accomplishments:• Managed a high-volume workload of mixed phone calls, e-mails, and postal inquires. Resolved an average of 200 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). • Quickly gained the respect of co-workers and supervisors by learning and improving on existing policies and procedures.• Point person for High Bill research and resolution, personally responsible to resolve escalated complaints from many sources, including the mayor's office.• Commended for initiative, enthusiasm, and tenacity in finding solutions that benefitted the consumer and the city Show less

Field new service requests, general inquiries, billing concerns and payment extension/service requests. Soothed upset customers, restored faith, choose from multiple solutions and impliment the best course of action for each caller. Indepentant decision-making backed by internal support in financial services, logistics, and repair divisions. Also met or exceeded monthly sales and service goals.Key Accomplishments:• Served as integral member of team that was the top sales team from… Show more Field new service requests, general inquiries, billing concerns and payment extension/service requests. Soothed upset customers, restored faith, choose from multiple solutions and impliment the best course of action for each caller. Indepentant decision-making backed by internal support in financial services, logistics, and repair divisions. Also met or exceeded monthly sales and service goals.Key Accomplishments:• Served as integral member of team that was the top sales team from June 2009 to December 2010.• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 300 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). • Helped company attain the highest customer service ratings (as determined by JD Powers) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. • Consistantly praised by multiple management staff for dedication to providing an excellent customer experience whilt maintaining sales goals. Show less

Tampa/St. Petersburg, Florida Area

Managed customer accounts, built positive relationships with customers and grew account base within territory. Opened two new stores and brought them to the forefront of a 15-store market. Maintained monthly inventory, proffit & loss statements, budgeting & cost controls, as well as advertising. Trained multiple top sellers and initiated market and company wide customer service initiatives.Key Accomplishments:• Recognized as "Most Improved Manager for 2008". Achievement was… Show more Managed customer accounts, built positive relationships with customers and grew account base within territory. Opened two new stores and brought them to the forefront of a 15-store market. Maintained monthly inventory, proffit & loss statements, budgeting & cost controls, as well as advertising. Trained multiple top sellers and initiated market and company wide customer service initiatives.Key Accomplishments:• Recognized as "Most Improved Manager for 2008". Achievement was based on personal growth and store sales growth as seen by the District Manager.• Revitalized two older stores to the point that corporate kept and redesigned those locations rather than shut them down.• Co-developed on-the-job training program that reduced training time from eight weeks to five and resulted in a 7% increase in sales.• Three of eights associates I personally trained joined the "million dollar club" the first full year on the floor. This was a group that achieved a million dollars in sales in a fiscal year. Show less

Education record

Associate'S Degree, Pastoral Studies

High School