Christopher Krska Email & Phone Number

Strategic role that actively contributes to continuous improvement, productivity, service levels, Quality Assurance, cost control, and customer retention. Maintain workflow by establishing strong business relationships and serves as a liaison between leadership and team members.•Streamlined customer follow-up request SLAs and routing processes and developed reporting analytics resulting in improvement in follow-up requests, enhancement in SLA performance, boost in colleague workflow efficiency, and an increase in customer satisfaction scores.•Managed dynamic internal knowledge bases, creating and updating content regularly, which increased call center agents' efficiency and reduced training time for new hires.•Lead process improvement initiatives in conjunction with SMEs to identify gaps in business processes throughout the company and ensure optimal results. •Acted as project manager for customer experience integration team, ensuring timely completion of tasks and removing blockers, which resulted in better project efficiency.

Lewisville, Tx

Promoted to contribute to various initiatives pertaining to risks, compliance, and performance activities. Led a business process outsourcing initiative for two new call centers.• Travelled to work on-site in Charleston, NC and the Philippines to open a new call center, establish a training curriculum, and provide training to collections and customer service teams. Served as the Project Leader for the Philippines call center and remained on location for 18 weeks as ongoing support.• Managed call center operations remotely for two outsourced locations, ensuring both teams consistently met performance metrics through targeted coaching.• Interfaced with vendors regarding SOWs for various outsourcing and training initiatives. Served as the primary point of contact for business-to-business communication ensuring contracts and other critical items were vetted before presenting to senior leadership for approval.

Maintained workflow by facilitating on-site training to new and existing call center employees n products, sales positioning, and CRM. Met the challenge of managing agent quality call monitoring to communicate constructive feedback and partner with call center supervisors to develop personalized solutions for agent performance.• Assisted training efforts by managing the internal knowledge base. Initially worked to overhaul the knowledge base, implementing changes that reduced information retrieval time and increased policy compliance.• Developed and edited training materials, including new modules and job aids, leading to improvement in agent performance and reduction in training time for new hires.• Administered training and quality teams’ SharePoint sites, developing SharePoint portals that enhanced team collaboration and information sharing, resulting in better team efficiency and project turnaround time.

Managed a coached a team of up to 30 call center team members and oversaw multiple campaigns that consisted of customer service, advanced billing team, and senior CSR team.• Analyzed statistical call center metrics and reports, identifying areas for improvement and implementing targeted measures, resulting in better service levels and a reduction in call resolution time.• Successfully executed the company's quality assurance program through close monitoring and audits.• Garnered recognition for creating a department OneDrive due to the absence of a cloud. Implemented an employee folder system within the OneDrive, resulting in eliminating paper files and achievement of cost-savings.

• Handled outbound/inbound calls and facilitated sales for products and services. Selected as the manager on duty and walked the floor to provide routine assistance to agents for various inquiries.

Associate’S Degree, Business Management

Still enrolled in classes, working towards Associates to transfer into a Bachelor's Program.

High School, General Education