Christopher Hild Email & Phone Number

Dayton, Oh, Us

Springfield, Ohio, Us

• Direct and motivate the performance of call center staff to consistently meet customer service performance goals.• Analyze workflow on a continual basis to support hiring efforts and the identification of improvement opportunities. • Record, track, and measure individual and team productivity and quality results.• Drive the development of supervisory staff members, and lead workforce management in association with improving occupancy, utilization, and agent improvement. • Emphasize improvements across overall service levels, relationship skills, transnational efficiencies, and cost management.• Develop and execute agent incentive plans, and work to improve hiring practices and associate retention.• Monitor staff performance, production, attendance and, punctuality.• Cultivate and maintain vital relationships with field staff members and business partners.• Oversee development of workflows, scripts, and procedures; this also entails identifying and pursing process improvements, quality auditing measures, and system enhancements.

West Chester, Oh, Us

• Established and tracked ACD metrics to ascertain service levels and KPIs were met.• Championed a team of agents, which included mail, refunds and cash receipts, as well as the held order department.• Managed labor and staffing duties, which involved recruiting, hiring, and training.• Headed payroll functions, as well as financial variance reporting. • Introduced and implemented new systems, including integration initiatives. • Executed repairs of servers and PCs.• Led Iplex Phone system administration and other telecommunications.• Integrated and implemented websites and EDI; this also included spearheading projects involving integration between the order entry system (Macola) and all other third-party systems.• Built and maintained relational databases for reporting purposes.

Us

• Produce and track ACD metrics to ensure service levels and KPIs are met• Design and implementation of an extensive training program for corporate office as well as franchisees• Time management studies and training directives• Manage a team of 15 full time and 60 seasonal agents • Direct 4 managers • Completed all hiring, training, terminations, performance reviews, and coaching for entire department• Manage phone system hardware and software (Interactive Intelligence)• Build and maintain relational databases for reporting• Write custom ACD reports using Crystal Reports

• Produce and track ACD metrics to ensure service levels and KPIs are met• Manage labor and staffing based on daily P&L budget• Recruiting, hiring, and training of all agents both internally and staffing agency levels • Payroll and employee benefits management• Manage a team of 50-200 agents including mail room, batching, refunds and cash receipts, credit department, fraud department, and held order department, web only based clients, and direct marketing based clients• Responsible for Upsell and Crosssell performance and training• Responsible for the implementation and construction of new company’s and their policies• Manager of Telecommunication in relation with AT&T Business Direct • Server and PC maintenance repair• Interactive Intelligence Director for all call center, warehouse, and office users• Build and maintain relational databases for reporting

Lawrenceburg, In, Us

• Supervised 80 plus representatives• Performed recruiting and hiring of agents, • Developed and conducted training program for sales, customer service, and outbound agents• Payroll and attendance tracking through Kronos• Forecasting and work force management for over 350 agents in two call center locations• In charge of agent development and performance, implemented action plans for agent development, oversee agents’ employment and administer disciplinary action and terminations, establish and monitor call metrics, • Increased upsell conversion rates from 10% to 33%, and email capture rates from 0% to 20%• In charge of Outbound Telemarketing Program for seasonal sales promotions, wrote all outbound scripts, produced call-on lists against Do Not Call lists, tracked daily sales revenue, tracked agent revenue• Responsible for agent motivation programs and daily incentive plans to increase sales per hour• Assisted agents with customer problems to prevent the need for further escalation• Resolve billing issues with customer accounts • Designed and implemented a house credit program• Designed and implemented a collections program• Created credit and collection scripts for customer service• Monitor the billing process and perform process audits • Set up and maintain database of products and pricing for each new catalog for our websites, order entry systems, and internal knowledgebase• Use of a trouble ticket system for efficient resolution of website issues• Create and maintain images and logos and publish them to the web• HTML/Web Design maintained a pleasant appearance and marketable appeal on our nine websites • Trained customer service on products and procedures