Christopher Vanbuskirk Email & Phone Number

Boston, Massachusetts, United States

• Responsibilities: During this job role, I monitored employee performance using KPIs and weekly scorecards to pinpoint areas for improvement and celebrate agent achievements. I analyzed support data to identify software.
• Achieved an increase in customer service skills and scores to an average of 90% on QA and 9.5 on CSAT reviews by overseeing all QA and CSAT evaluations for agents, providing immediate coaching for failed scores and.
• Implemented a new system with provider for better process insight, restored customer trust, recovered an $8k annual account, and prevented service cancellation.
• Increased detection of fraudulent accounts from two to over twenty per month, minimizing risk of software misuse and enhancing company's reputation.
• Centralized internal training and process documents, increasing their use and improving call efficiency and customer experiences, while preparing the system for external help articles.

• Assisted the team lead by answering technical questions from support agents on live calls.
• Provided coaching to support agents on handling calls from a customer support perspective.
• Monitored the call queue to identify longer calls and proactively offered assistance.Handled escalated calls from agents, addressing customer concerns and de-escalating situations.

• Responsibilities: During this job role, I engaged with a diverse range of customers and delivered prompt, client-focused solutions to various questions or concerns. I addressed customer inquiries and concerns promptly.
• Mastered product to identify adverse behavior (bugs) and adapted strategies as needed, while offering temporary workarounds for customers.
• Leveraged CRM systems to sustain effective communication with customers, while enhancing satisfaction and boosting retention.

Greater Boston

• Responsibilities: During this job role, I assisted in managing daily operations, including overseeing staff scheduling, inventory management, and customer service activities. I supported development and implementation.
• Championed a positive work culture in high-stress environments by fostering camaraderie among colleagues to enable effective navigation of daily challenges.
• Oversaw interviewing, hiring, and onboarding processes to ensure seamless integration of new employees into team and aligning with company culture.

Brookline, Massachusetts, United States

Duluth, Georgia, United States

Bachelor'S Degree In Exercise Science, Kinesiology And Exercise Science, 3.91 Major Gpa

Activities and Societies: M.U.S.C.L.E.S group, Kappa Kappa Psi, Georgia State University Marching Band

Certification, Nursing Assistant/Aide And Patient Care Assistant/Aide

Certified to assist patients with activities of daily living, as well as monitor behavior and vital signs.