Christopher Warren Email & Phone Number

Nashville, Tennessee, United States

Manage a specialized team within the contact center to provide IT solutions for financial advisors.-Reduced call volumes by 15% by implementing self help tools and driving chat adoption support.-Reduction in average handle time 20% by reviewing ticket trends and resource utilization.-Drive customer experience with 100% contact rate to detractors.-Review calls to provide quality feedback and improve the customer experience. -Provide performance reporting to business partners and senior management.

Managed a contact center team to provide navigational support and subject matter expertise. -Mentored and coached my team to meet performance goals. -Identified top call drivers and implement resources to reduce volumes by 10%,-Escalated time sensitive issues and partner with various teams to drive resolution.-Created and maintained training materials.

Franklin, Tennessee

-Drive sales campaigns and promotions to increase product awareness by 10%. -Performance based coaching to drive 90% team success rate within the contact center. -Improve customer experience by implementing NPS detractor feedback.

Provide resolution to customer technical issues while providing knowledge of solutions to meet customer needs.-Top 10% performer.-Provide resolution to escalated callers.

Provide subject matter expertise to resolve customer issues and educate around campaigns. -Top 10% performer -Maintained 90% or higher customer satisfaction rate.