Christopher Harmon Email & Phone Number

Fort Mill, Sc

Recruited to implement and lead new North American Technician Support Center to transform and create a new corporate single point of contact paradigm for field technicians to increase efficiencies, enhance their productivity, reduce cost, improve technician supplementary sales, manage service delivery networks, and provide client support and training.• Effectively assembled a team of subject matter experts from various disciplines throughout Muzak to create a unique centralized support center for Muzak and Independent Affiliate field technicians to provide technical assistance, service review, and technician sales support.• Developed process improvements throughout organization to allow Technician Support Center to play key role in raising technician’s billable add on sales 990% from over $200,000 to over $2,180,000 in annual sales in the departments first 18 months.• Organized support from department heads throughout Muzak to overcome departmental barriers to implement goal of consolidating technician support roles from 18 separate call centers into one central call center for field technicians.• Led implementation of portable technician tablet that allowed technicians to manage their schedules, search corporate inventories, order equipment, research technical drawings and specifications, program devices, and capture client signatures.• Successfully optimized call center to achieve company-wide recognition for the highest per team member call volume averaging over 70 calls daily with the lowest abandon rate of only 1.8%.• Engaged in project management role to launch the next generation of satellite receivers for Mood Media, writing all technical documentation, providing training throughout the company, and onboarding entire Independent Affiliate Network.

Fort Mill, Sc

Directed operations, business and reporting analysis, technical and network support for multiple robust delivery networks providing over 100 channels of music and advertising services to our clients throughout North America. Evaluated and implemented delivery systems and control systems to confirm interaction design, usability, requirements and scope for successful launching of equipment and control systems.• Managed multiple teams of broadcast technicians, and network support personnel that accomplished the goal of 99.999% up time to all Muzak satellite and network delivered music and advertising clients.• Consulted with Sales and Marketing teams to define and develop product strategy recommended improvements to existing services and delivery sources to meet the clients’ service expectations.• Developed partnerships with vendors during design projects of new systems and upgrades to existing equipment adding value to core product offerings.• Developed successful customer on-boarding and technical support processes. • Led a variety of internal projects to migrate clients on legacy services to optimal systems and services to lower company costs and improve client satisfaction. • Directed department revenue generating services, which increase year to year by an average of 8%.• Composed all technical manuals, client training manuals and documentation for broadcast and network equipment and implemented technical cross training for all departments..

Fort Mill, Sc

Supervised Broadcast Operations team and oversaw technical support of multiple broadcast and network control systems. Evaluated and tested multiple devices and control systems and trained team members and field technicians on equipment and control systems during corporate implementation. • Provided tier 2 support for Broadcast Operations team and field technicians.• Coordinated with Account Managers to implement programming changes for National and Regional clients.• Implemented technical cross training for all departments that interacted with Broadcast Operations.

Raleigh, Nc / Fort Mill, Sc

Provided technical assistance and disseminated technical information to multinational affiliate network, and maintained control systems of multiple robust delivery systems.• Supported field technicians with installations, service work, and system upgrades.• Consulted with National Account Management on programming and system support to fulfill the needs of their clients.• Generated technical training manuals for dissemination to technicians and Affiliate network.

Seattle, Wa

Maintained customer relationships and provided technical assistance to clients and technicians in the field.• Supported Service Coordinators with technical troubleshooting of client’s sound, video, messaging and drive-thru systems.• Provide support to technicians in the field for various electronics, satellite, sound and video systems.• Created and implemented training system for departments newly hired employees.

Seattle, Wa

Provided primary customer contact and support for both media and technical client assistance.• Maximized account retention through consistent, creative, and proactive problem solving.• Facilitated the scheduling of service calls for clients with service affiliates, regional offices, and independent contractors.• Primary contact and responsible for all music service on over 100 national and regional accounts.• Exceeded monthly inside sales goal every month during my tenure with AEI.

Seattle, Wa

Responsible for providing retirement and financial counseling services to individual, institutional and prospective participants and in addition, communicating critical retirement plan details, after tax investments and insurance product solutions.• Well-balanced strategic and tactical investment planning skills.• Key services included cash management, business investment accounts, business continuity fund planning, and business retirement plan design and individual IRA rollovers.• Received Divisional Leadership Corps Award in 1994 and 1995 for high sales activity.