Christopher Lombardo Email & Phone Number

Denver

Greater Denver Area

• Key Accountabilities:
• Responsible for providing leadership to 30 direct report inbound call center personnel; includes performance evaluation, training, scheduling, staffing and new hire onboarding
• Relied upon to manage day to day call center operations and drive attainment of Key Performance Indicators
• Cultivates a collaborative work environment of motivated, well-training personnel dedicated to creating valued customer support experiencesKey Accomplishments:
• Revitalized training program with best practices and facilitated insightful coaching that successfully lifted KPI outcomes by 20% month over month
• Diligently evaluated and monitored agent time management and attendance, which resulted in driving a 60% increase to productivity while reducing absenteeism by 70%

Kirkland, Washington

• Key Accountabilities:
• Responsible for providing insightful technical support in a fast-paced inbound call center environment to residential and business subscribers of Cable TV, Internet and VOIP Phone services
• Relied upon to cultivate valued customer experiences by building rapport, actively listening to subscribers’ concerns and resolving issues
• Created detailed trouble tickets and orchestrated service call scheduling in alignment with customer timelines and availability of outside techniciansKey Accomplishments:
• Successfully exceeded KPI’s by 105%
• Selected and uptrained to lead technical support of specialty high speed Internet service

Greater Denver Area

• Key Accountabilities:
• Responsible for providing technical support to customers, field engineers, technicians and product support personnel who diagnose, troubleshoot, repair and debug SaaS and Web Filtering products
• Relied upon to facilitate knowledge transfer and support to an offshore team, which included conducting bi-weekly calls to assist with day-to-day issues related to service requests and troubleshootingKey Accomplishments:
• Consistently contributed subject matter expertise to Knowledge Base articles, expanding the database with insightful process information and system enhancement with each new product version release
• Diligently improved accuracy and appropriate movement of service requests through the ticket life cycle by providing specific feedback to peers for accurate creation and escalation of service requests

Dallas/Fort Worth Area And Denver, Colorado

• Key Accountabilities:
• Responsible for programming cellular devices for business customers, as well as resolving customer issue with mobile and internet issues; seamlessly collaborated with leadership to evaluate results from quality call.
• Selected from 300+ call center agents to provide quality assurance feedback to peers in order to increase troubleshooting effectiveness, issue resolution outcomes and customer service capabilitiesf service requests

Geographical Information Systems

General Studies