Chris Heeter Email & Phone Number

Maitland, FL

Orlando, Florida Area

Support outbound marketing campaigns focused on existing owners through promotion of Marriott's Destination Points program. Position requiring strong consultative selling skills and customer retention techniques.

Longwood, FL

Consult with small business owners (100k+) to aid them in funding their companies through use of the American Express suite of products. Position requiring strong consultative sales and customer retention techniques.

Monitor inbound phone call and email (eCare) quality of Third Party Vendors throughout the United States, Canada, Mexico, and India. Compile, analyze, and document quality data monthly for 23 off-site call centers and report to upper management. Update and maintain internal reporting tools and software and aid in improvement of on-line reference resources..

Monitored inbound call quality in accordance with Quality Assurance guidelines and provided direct feedback to Associates on performance and improvement. Interfaced with Training Department, Management, and Scheduling to ensure consistency. Prepared monthly reports, handled special projects and stayed current on call center and developmental training..

Assisted internal and external customers with advanced troubleshooting of systems and equipment related issues. Programmed equipment and resolved inter-carrier and roaming issues. Processed service repair, verified equipment defects for warranty replacement and tracked system errors for correction. Acted as liaison to Engineering departments regarding.

Responsibilities in high volume call center included servicing customer accounts, handling escalated calls, specials projects and assisting associates with daily Customer Care issues. Position required continual training and attention to rapid advancements in wireless technology.

Involved in long-range planning of quality improvement courses and curriculum held in the USA, Canada, and Latin America in Client Service Center of world’s largest Quality Management Consulting firm. During growth period, serviced expanding client base from 3,000 to 15,000 attendees per year. Duties included maintaining six-month rolling schedule for 65.

Ba, Sociology

Aa General Studies