Christopher Espin Email & Phone Number

New York, Ny, Us

New York, Ny, Us

New York, Us

New York, Ny, Us

Berlin, Berlin, De

Responsible for managing all training material created and facilitated for HelloFresh US Customer Care. Manage training associates across multiple domestic and international sites to increase agent product and service knowledge. Also responsible for creating and rolling out Quality Guidelines for Customer Care. • Develop training program materials and assessments for new hire onboarding, refreshers, and ad hoc learnings based on updates to products and services• Build and develop training content in line with quarterly training road map• Travel to domestic and international customer care sites to onboard third party vendors• Schedule weekly meetings with key stakeholders to align on learning objectives• Responsible for interview and candidate selection process for new agent onboarding and the training function• Created and implemented Quality Assurance guidelines across all sites for HelloFresh US• Used quality data to identify training opportunities for future continued learnings

Berlin, Berlin, De

Jersey City, New Jersey, Us

• Manage and lead a team up to 15 associates to help improve overall quality and efficiency in the call center• Deliver feedback, monthly reviews, and lead coaching opportunities for associates to help better their performance• Manage metrics to achieve and maintain Customer Care service levels (90% targets) to make sure all customer interactions are resolved in accordance with department goals (average handle time, average wait time, etc.)• Participate in interviews during hiring process along with onboarding new hires to reach department benchmarks within their first 90 days• Ensure Customer Care Associates, both domestic and global, are continually updated with and completely understand latest marketing, product, order processing and system revisions/changes• Collaborate with the Training and Quality Assurance team to identify areas of opportunity, coach, and develop our associates • Take lead on any system issues and Escalate it through the proper channels and monitor all issues until fully tested and resolved it up through our PROD/TT issue reporter• Coach and manage third party (global) team to ensure meeting efficiency and global metrics • Communicate and partner up with other departments such as IT and Merchandising to resolve issues affecting Customer Care

Atlanta, Georgia, Us

Assist "PRO" customers such as the business owners who have managed accounts with the company. This includes creating special orders and maintaining excellent customer relationships.Managing delivery times working closely with vendors and scheduling order pick up and drop off.

Atlanta, Georgia, Us

Would handle customer issues, specializing in conflict resolution.. Following up and organizing Special Orders placed in the Home Depot.