Christopher Rake Email & Phone Number

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

• Direct the Customer Support organization and serve as the key representative for customer needs and interests to all operating teams, development partners, and executive leadership
• Partner with Executive leadership to plan and implement solutions for sharing best practices, consolidating resources, and reducing waste for six CS teams across three continents
• Provide performance coaching and career guidance for internal CS team while overseeing offshore contact center operations
• Collaborate with Development, Engineering, Marketing, and Product by providing insight into the Customer Experience throughout a product’s development, launch, live operation, and sunset
• Establish and maintain vendor relations over the course of identifying the best partner, negotiating a contract, evaluating the service, and growing a stronger relationship
• Build a Quality Control program to enhance Customer Satisfaction and First Contact Resolution

• Collaborated with Senior Manager to create all internal departmental processes and expectations to serve as foundational infrastructure for a new team’s smart, scalable growth
• Defined and created all Policy & Procedure and maintained a Knowledge Management System to guide frontline support agents in daily interactions with customers
• Coordinated with developer studios to establish scope, manage progress, conduct User Acceptance Testing, and create user documentation for all administrative tools
• Created all intradepartmental reporting and partnered with key stakeholders to improve over time
• Coordinated with development team to create game guides, published public support articles, and served as editor for mass-distributed, customer-facing communications

Irvine, CA, US

• Contributed to a cooperative leadership team overseeing twenty-one customer service agents supporting an SaaS model for a peak userbase of 12 million subscribers
• Developed detailed, personalized, and goal-oriented coaching packages for improving performance, focus, and overall team health
• Compiled and aligned custom resources and materials to be repurposed by leadership in order to emulate effective coaching implementations and successful team initiatives
• Participated in and lead projects involving iterative progression, feedback management, strengthening communication for change management, and thorough tracking and documentation
• Hosted and documented leadership conferences, produced and distributed notes and action plans to all relevant stakeholders

Irvine, CA, US

• Delivered Best-In-Class service for any kind of customer inquiry including irate customers and previously mishandled contacts
• Created supplementary documentation to enhance knowledge of procedural workflows, promote customer engagement, and streamline the utilization of available resources
• Provided supervision and organic coaching for teams of temporary employees over the course of major product launches

New York, US

• Provided leadership and guidance for newly hired employees throughout all stages of planning, assembling, and opening a new store
• Engaged in live customer interaction while managing merchandise projects and displays
• Delivered both scheduled and urgent reinforcement to all departments by cross-training as a bookseller, receiver, and café server