Christopher West Email & Phone Number

Newark, Delaware, United States

Newark, Delaware

* Responsible for partnering with Consumer Card contact Center leadership teams to develop, implement and maintain performance management practices for adherence to the Card Refund Strategy. * Primary areas of focus within my role include: mapping use case scenarios in the Contact Center segments, identifying any misalignment between card strategy and Line.

Newark, DE

• Responsible for transformation and integration projects for our Front Office Claims and Retail Fraud Servicing lines of businesses.
• Engage with various partners and segments across the enterprise to deploy the various technology related projects
• Responsible for integrating multiple projects that involve technology enhancements to the agent desktop, call routing and payment processing in order to deliver an effective and efficient experience with our clients.

Newark, DE

• Responsible for the Operational and Performance management for the 150-200 call center associates and 12-15 team managers within the site. I provided guidance, support, inspection, education and recommendations on the.
• Assisted in the development of scripting, educational content and the execution of our Retention curriculum throughout 2014 for our Deerfield and Belfast team managers and associates.
• Served as a Senior Advisor for an associate leadership program within the segment; in which, we created a tool that is currently being tested to assist associates with preferred scripting to yield higher sales success.
• Supported multiple initiatives focused on performance management and associate experience. Acted as a lead and/ or co-presenter when presenting results to senior leaders, support partners and associates.
• Created detailed reporting to enhance site leader business knowledge, and empower them to effectively coach associates. Integrated data from multiple reporting sources into an executive format with the use of pivot.

Newark, DE

• Manage the efforts of 15-20 service and sales associates in a call center environment to generate revenue through servicing our customers and relationship deepening through our products and services
• Manage associates and work closely with various business partners and contacts to service our affluent client base
• Served as a site champion for multiple metrics within the site: Customer Experience, Sales and Associate Engagement.
• Developed multiple reporting tools to assist leadership to reach optimal performance in operational effectiveness and efficiency, sales performance and customer experience.

Newark, DE

· Manage the efforts of 15-20 sales associates in a call center environment to generate revenue through relationship deepening our products and services with our customers. · Assisted in multiple initiatives to increase sales performance throughout the Deerfield site · Facilitate MPV/ Customer Marketing Incentive plan modules during New Hire Education ·.

Newark, DE

· Manage the efforts of 15-20 sales associates in a call center environment to mitigate fraud losses, fulfill USPA data retrieval and information verification requirements, and revenue generation through balance transfer and ACH solicitations for our pre-book business. · Developed reporting tools to assist our unit to become efficient and productive when.

Newark, DE

· Performed Real Time Management tasks through TotalView call center management system for Deerfield, Kennesaw, and Phoenix call center sites · Created and provided weekly call forecasting plans for Fraud Services in the Deerfield, Kennesaw and Phoenix sites · Assisted in the end-to-end process for multiple schedule optimizations and vacation bidding for.

Kennesaw, GA

· Inbound/ Outbound call center associate that generated revenue through relationship deepening. Assisted with Customer Service & Solutions call volume in order to meet service levels

Hunt Valley, Maryland, United States

Outbound Sales associate responsible for offering and cross-selling new Affinity/ standard credit card products to new and existing clients.

Business Management, Business Administration And Management, General

Civil Engineering