Christopher Shaw Email & Phone Number

Fort Washington, Pennsylvania, United States

I'm happy to be joining the team that is modernizing and transforming our digital experience for institutional & individual customers alike in onboarding and administering Prudential's suite of supplemental health protections for our Group Insurance plans.

Dresher, Pennsylvania, United States

I lead a Kanban team of 5 Lean Six Sigma Green & Black Belts in identifying, prioritizing, and implementing a $6.2m portfolio of Operations process improvements for over 7 million life insurance, annuities, group insurance and pension customers. We primarily support Contact Center & back office teams through this portfolio as well as training & mentoring a.

Dresher, Pennsylvania, United States

Enhanced customer & employee experiences while reducing costs as owner of multiple LEAN Six Sigma, Design Thinking, and Agile projects. Facilitated customer journey mapping, design sprints, current vs future state gap analysis & MoSCoW analysis with UX/UI designers, Salesforce developers, SMEs, & business analysts. Analyzed, visualized, and told the.

Dresher, Pennsylvania

Mentored & managed 8 project managers providing shared services to global multi-site contact centers including vendor management, performance metrics reporting & analysis, SME support for strategic initiatives, user acceptance testing, & knowledge management. Also oversaw day-to-day operations of a 130-person overseas vendor team of frontline.

Led a team of 21 responsible for contact center, back office, & customer relationship management work for our top 2 institutional group insurance customers. Also conducted employee relations including interviewing, hiring, onboarding, training, leaves, performance management, & termination as well as partnering with a staffing agency for similar items on.

Reviewed call quality & transactional accuracy of customer service interactions for a team of 15 tenured customer service representatives who managed concierge relationships with our top callers. Also scheduled team capacity with Workforce Management, resolved escalated calls, and reviewed complex cases for root cause analysis & problem resolution with.

Dresher, PA

Handled over 50 inbound phone calls per day from individual customers, top-producing financial professionals, & broker-dealer firms with service questions on annuity policies. Maintained all service level agreements while exceeding all transactional accuracy, call quality, and efficiency KPIs.Highlight: Provided performance improvement of 30 new hires by.

1601 N Limekiln Pk, Dresher, PA 19025

My wife & I had the privilege of overseeing a team of dedicated volunteers in creating a culture that helps 18-25 year olds clearly articulate their beliefs and live them out accordingly. Planned budget and annual events, facilitated group discussions, and provided one-on-one life coaching to members of our group as they navigated life changes such as.