Christopher Waters Email & Phone Number

Huntsville, Alabama, United States

Huntsville, Alabama Area

Budget Analyst for NASA

Huntsville, Alabama

Huntsville, Alabama Area

Huntsville, Alabama

• Ensuring time and attendance is accurately updated for coordinators to ensure error reduction in weekly timesheet reporting. • Partnering with supervisors to verify Short Term Disability claim status, Family Medical Leave, and working with Human Resources on workers compensation and work place accommodations.• Confirming agents are reactivated in PeopleSoft upon return from leaves of absence. • Conducting annual training of coordinators on new attendance guidelines.• Preparing corrective action documentation in support of Supervisors, Associate Directors and Human Resources for delivery in a timely manner.

Huntsville, Alabama Area

Huntsville, Alabama

• Ensuring time and attendance is accurately updated for coordinators to ensure error reduction in weekly timesheet reporting. • Partnering with supervisors to verify Short Term Disability claim status, Family Medical Leave, and working with Human Resources on workers compensation and work place accommodations.• Confirming agents are reactivated in PeopleSoft upon return from leaves of absence. • Conducting annual training of coordinators on new attendance guidelines.• Preparing corrective action documentation in support of Supervisors, Associate Directors and Human Resources for delivery in a timely manner.

• Monitoring service level for Government Customer Operations. Processing schedule exceptions to ensure proper adherence.• Monitoring call volume trends and analyzing reports from IEX, and Crystal reporting.• Tracking annual trends in service level to make recommendations to operations leadership for adjustments, overtime, etc. to meet business needs.

• Reporting quality statistics/metrics to all levels of leadership. Working as database administrator with Witness software to ensure video and audio recordings are archived to database, and ensuring completion of all new user set-ups in Witness.

• Troubleshooting and handling federal government customer billing/technical inquires for cellular and mobile broadband devices.

Huntsville, Alabama Area

• Forecasting staff requirements to meet service level and other productivity goals. • Facilitating calibration sessions with managers and supervisors to ensure consistent coaching practices.• Leading the over-night outage and quality assurance teams. • Led implementation of new e-Workforce software to support forecasting/staffing efforts.

Huntsville, Alabama Area

• Managing 8 customer care supervisors, 8 leads and 100+ customer account executives. Conducting weekly coaching/development sessions with supervisors on team performance. • Working with monthly profit and loss statements and calculating annual budget for call center.• Organizing and facilitating recruit campaigns to increase staff. • Lead budget planning, as well as managing the planning/organization of the call center layout for its move to a new location. • Hiring Manager/ Recruiting for new 200 seat call center. Conducted behavioral based interviews to hire staff.

Huntsville, Alabama Area

• Continuously updating implemented daily reporting to provide a dashboard for associates to track daily sales numbers and improve daily statistics.• Building individual goal-driven development plans, call monitoring, and coaching to ensure customer service, increase morale and personal growth in current role and in preparation for associate career pathing. • Lead testing and conducted behavioral based interviews assisting in recruiting and hiring process.

Huntsville, Alabama Area

• Ensuring customer satisfaction in computer and amateur radio sales. • Checking customer computers into the tech room for service.• Assisting to build computers and processing returns to vendors for credit in a timely manner.