Christopher Barto Email & Phone Number

Plano, Texas, United States

• Rapidly scaled new multichannel contact center for a growing Pharmacy Benefit Management company expanding to Texas, vetting hundreds of applicants, interviewing, hiring, and training a team of 75+ in under six months.

Plano, Texas, United States

• Managed and executed processes addressing complaints received across the organization, centralizing review, investigation and resolution functions to ensure that all matters were resolved in a timely and professional.
• Improved the company’s net promoter score by 50%, focusing on improvement to communications by and between cross-functional support teams and their customers.
• Coordinated and monitored company-wide BSA/AML compliance, including the filing and follow-up of all suspicious activity report (SAR) filings, and quarterly compliance reporting to the board.

Richardson, Texas

• Operationalized and managed an omni-channel customer service center in support of AT&T National Retail Operations, resolving sales and end-user issues across 30+ voice and email campaigns in support of 8000+ physical.
• Gained the approval of third-party sellers to effectively reduce customer touches (and turnaround times) on escalations by more than 50%, improving customer satisfaction and the efficiencies of internal staff engagement.
• Successfully deployed teams to work from home at the onset of COVID-19, securing access to tools and technologies necessary for center success using a WFH model, including AT&T’s proprietary customer and order entry.

Carrollton, Texas

• Authored, edited and published multiple poetry collections, utilizing the Kindle Select / Amazon digital publishing platform in support of same.

Dallas, Texas

• Consolidated indirect procurement functions across all corporate divisions, including operations and technology, improving overall process integrity from capital allocation and budget approval, to requisition, purchase.
• Sourced and implemented new contract management solutions, tracking enterprise-wide commitments, enabling more timely identification of contract maturities and a reduction in duplicated services.

Dallas, Texas And Fairfield, California

• Organized, managed and consolidated first tier customer service / contact center operations for global online vehicle reseller, creating a centralized one-stop shop for general inquiries, licensing, payment queries.
• Strengthened the value proposition of buyer membership, improving the company’s buyer-side net promoter score four-fold over a 3-year term, simultaneously managing the review and resolution of all BBB complaints, with.
• Implemented collaborative / cross-functional customer service teams, expanding the company’s buyer-side customer service abilities by a factor of ten without increasing staff.

Fairfield, California

• Restored growth opportunities to an office with previously eroded market share, engaging staff at all levels to assist in more active account acquisition and retention, of new and existing customers.
• Proactively managed delinquency and credit quality under adverse market conditions, identifying and working with customers at the onset of strained and/or distressed financial operations, managing actual loan losses to.

Vacaville, California

• A founding shareholder and senior relationship officer of a four branch, community-based business bank, responsible for the management of the institution’s overall commercial lending activities, the success of which.

Fairfield, California

• Targeted, developed and maintained profitable customer relationships, specializing in new business development with professionals including dentists and medical practitioners.
• Customer call frequencies consistently maintained at 15-18 unique and quality pre-calendared face-to-face customer calls weekly, with a 75% close ratio consistently achieved.

Milford, Delaware

• Conceived of, developed and operated a scratch-production artisan bread bakery serving wholesale and retail customers, with profitability achieved year one.

Newark, Delaware

• Managed collaborative / cross-functional sales, credit, collections and customer service teams in support of bank-wide commercial lending activities, including the company’s Mastercard BusinessCard division marketed to.