Chris Hewson Email & Phone Number

Charlotte, North Carolina, United States

• Manage operations teams to build and operate efficiently.
• Create the vision for teams focused on process and policy improvements, workflow, consistency, and customer service.
• Coach Offshore team leaders in applying the vision to their team and in the recruitment and retention of team members.
• Responsible for budgeting and expense management for assigned area.
• Manage cross-functional process improvement projects including large scale implementations and standardizations.
• Sponsor teams who collaborate on actions affecting business practices such as: SOX, procedures, and policy changes.

Charlotte, North Carolina, United States

• Led Institutional Support team within contact centers with a focus on improving the overall client experience for our institutional and individual clients. Led team in developing solutions to be better prepared and.
• Developed and implemented strategy to improve how TIAA’s most critical Plan Sponsors and their employees are serviced within the contact centers. Created efficiencies within the institutional client queues through.

Charlotte, North Carolina, United States

• Coordinated all activities relating to new institutional business implementations for client facing staff. Represent Client Services Group on Offer Governance Committee (OGC) and all related decisions regarding new.
• Represented Client Services Group on RFP team to ensure our responses effectively demonstrate our ability to service our institutional and individual customers.
• Assisted in the leadership of the TC Way transformation within the NCC which resulted in improved service levels by 66%, average handle times by 23% and sales targets by 4% within first year.

Charlotte, North Carolina, United States

• Directed all readiness activities related to technology changes and improvements impacting all client facing frontline users.
• Participated in and led projects supporting new product development and existing product enhancements.
• Managed project integration, scope, time, quality, communications, and risk.
• Identified project risks and proactively engaged business partners to quantify and resolve issues related to process and technology changes impacting client facing users and external customers.

Charlotte, North Carolina, United States

• Responsible for making the organization the primary relationship (first call) for individual and institutional customers in need of distinctive advice, products and services related to achieving their long-term.
• Directed team of 20-25 financial consultants to ensure the highest level of service is being provided during all customer interactions.