Christopher Rennie Email & Phone Number

Belleville, MI, US

Warren, Michigan, United States

• Lead all Call Center readiness activities for all North American customers in the Connected Services & Technical Assistance domains, while managing operations for over 600 Advisors across 3 sites
• Coordinated releases for over 70 major products & services covering Mobile Applications, In-vehicle Infotainment Systems and Web-based services for over 15 million connected GM customers, generating over $300M annually
• Develop advisor process & training using Microsoft Suite, Visio, Snag It, Figma & GM’s Oracle Based KM system
• Integrated an improved Process Mapping methodology, resulting in removal of over 400 outdated SOPs while increasing advisor process adherence by 16%
• Collaborate with Design, Marketing, IT, Forecasting & other key stakeholders on the Customer Journey, CX Strategy, MVP, UI/UX designs while advocating for Best-In-Class Advisor & Customer Experience using Agile.
• Present CEM & regular project status updates to executive leadership, supplier & dealer partners

Detroit, MI

• Drive process (SOP) adherence, performance, advisor training, quality, call forecasting, & efficiency metrics (CSAT, FCR, etc) for all North American based customers across 3 call centers
• Implemented a customer facing Theft Alarm Notification system in strategic collaboration with GM Cyber Security & Vehicle Design teams, improving vehicle recovery rates by 8%
• Created a SharePoint based case management platform for call center advisors to track stolen vehicle data and identify emerging trends for further actionable analysis, increasing advisor sentiment by 21%
• Manage all advisor processes while driving change to current advisor APIs including Azure, Oracle, Power BI & Qualtrics
• Lead quality monitoring/evaluation including cross-site calibration, call review sessions and alignment with quality evaluation metrics.
• Coordinate with law enforcement agencies, GM legal & supplier partners on resolving stolen vehicle/missing person incidents & assisting with court cases when needed

Detroit, MI

• Identify, analyze and report on existing and emerging security threats where General Motors (GM) and its suppliers conduct business, and provide actionable recommendations to alleviate these threats.
• Investigate threat actors targeting GM executives, facilities, products and personnel using social media and other cyber-based tools in compliance with company policies.
• Create, update and disseminate geopolitical risk assessments, travel security briefings and emergency response protocols for Global Security leadership and key internal stakeholders, including C-suite executives.
• Spearhead coordination efforts with other analysts on day-to-day processes including industry collaboration, business unit outreach, intel feed monitoring, weekly executive threat reports, case closures and threat.
• Develop customer feedback surveys and performance metrics to regularly measure return on investment and drive operational improvements.
• Collaborate with cross functional teams including Supply Chain, Risk Management, IT, Legal, Social Media and Customer Care to properly escalate and resolve security related issues in a timely manner.

Master Of Science (Ms), Law Enforcement Intelligence And Analysis

-Private & Industrial Security Endowed Scholarship -Alpha Phi Sigma Honors Fraternity

Bachelor Of Arts (B.A.), Criminal Justice