Christopher Whittington Email & Phone Number

Oakland, Ca, Us

San Francisco, California, Us

SUMMARYI have been tasked with joining Nextdoor to focus on optimizing the service delivery aspects of our B2B and B2C customer support. My objectives are to elevate the Business Process Outsourcing (BPO) to a higher standard, analyze and enhance the cost-effectiveness of outsourcing operations, refine tools and policies, and explore the use of artificial intelligence to provide faster and higher-quality support.

San Mateo, Ca, Us

SUMMARYWhile still owning CS, moved into Marketing vertical to lead the Creator Relations team to drive engagement with 3rd party developers while increasing partner ROI. Also providing leadership within the Marketing vertical.LEARNINGS AND ACHIEVEMENTS-Optimized 3rd party developer onboarding, education, and VIP support programs to foster meaningful connections and enhance developer engagement.-Implemented a market research program utilizing voice of the customer surveys and focus groups to gather qualitative and quantitative data on an unreleased product, enabling data-driven marketing messaging and product iterations.-Crafted a strategic go-to-market plan for an unreleased product, aligning market insights with organizational objectives to ensure successful product launches and market penetration.-Transformed the internal payment operations system for developers, dramatically reducing processing times and minimizing fraud while elevating customer satisfaction.

San Mateo, Ca, Us

SUMMARYTasked with developing best in class B2B and B2C customer support through creating optimized operations infrastructure that was scalable while providing top tier customer experiences within a startup software ecosystem.LEARNINGS AND ACHIEVEMENTS-Streamlined customer support processes, resulting in a 12% reduction in the CS budget within the first 120 days while simultaneously expanding tool utilization and team effectiveness.-Spearheaded initiatives that yielded a 30% increase in CSAT and a 22% surge in agent productivity within the initial six months.-Architected a new Knowledge Management system, enhancing its usability and search-ability, thereby empowering agents to resolve customer inquiries promptly and effectively. While simulataniously boosting customer self-help KPI's.-Developed and implemented comprehensive Trust & Safety guidelines, encompassing policy creation and enforcement, fraud prevention, risk management, and reporting procedures.

Culver City, California, Us

SUMMARYSpearheaded the transformation of a nascent customer experience infrastructure within a quickly growing startup software ecosystem, elevating it to a globally scalable framework capable of delivering exceptional customer experiences. This included Trust & Safety development(T&S), VIP engagement, Customer Support optimization, fraud detection and investigation, voice of the customer pipelines(VOC) and community. It involved integrating various internal studios and those acquired through mergers and acquisitions, encompassing diverse cultures, processes, and procedures.LEARNINGS AND ACHIEVEMENTS-Set vision and strategy for the global customer experience of 10 live operated products and 4 in development while unifying operational processes under one umbrella. -Lowered costs 9%, implementing tech while focusing on improving VIP servicing and delighting players.-Recruited international team and vendors with offices in Spain, Japan, Korea, Canada, and the Philippines with 300+ agents.-Developed Voice of the Customer metrics and reporting, driving ongoing product improvements with cross-departmental teams such as Marketing, LiveOps, User Acquisition, and Product Development.

SUMMARYSuccessfully initiated and developed a community and VIP organization, dedicated to fortifying and enriching the community ecosystem. Strategically focused on demonstrating value to VIP members while ensuring their sustained engagement and effective monetization. Simultaneously, created novel pathways for internet influencers, expanding our marketing reach significantly. The initiative aimed not only to safeguard the community within Trust & Safety, but also to cultivate an environment conducive to growth and mutual benefit for all stakeholders involved.LEARNINGS AND ACHIEVEMENTS-Established a thriving community ecosystem by orchestrating the creation of a robust community and VIP organization from the ground up, fostering an environment that prioritized member satisfaction, engagement, and mutual support.-Initiated VIP value demonstration and monetization strategies aimed at showcasing tangible value propositions to VIP members, resulting in heightened engagement levels and optimized monetization avenues, thereby enhancing overall community vitality.-Pioneered influencer partnership and market expansion through collaborations with internet influencers, expanding our market reach and significantly amplifying brand visibility, resulting in increased traction and diversified audience engagement.-Implemented Trust & Safety comprehensive measures to safeguard the community's integrity while simultaneously nurturing an environment conducive to continual growth, fostering trust, and sustained value for all stakeholders involved.

SUMMARYProvided strategic guidance and direction for the inception and expansion of a new Western mobile software division, encompassing the implementation of a comprehensive channel strategy, key performance indicators (KPIs), ticketing system deployment, international Business Process Outsourcing (BPO) oversight, knowledge management system establishment(KMS), learning management system integration,(LMS) as well as the development and enforcement of policies regarding Trust & Safety.LEARNINGS AND ACHIEVEMENTS-Instituted multiple new technical tools reducing ticket queue of 12K/90+ days to 24-hour Service Level (SVL) within 45 days.-Developed and implemented omnichannel customer experience initiatives, maximizing customer delight while achieving business goals.-Created new KMS to infrastructure to increase agent production times while enhancing self help.-Established comprehensive trust and safety policies for a new online platform, encompassing community guidelines, content moderation, and product development integration.

San Francisco, Ca, Us

SUMMARYIn a multifaceted leadership capacity within a leading cellular company, orchestrated comprehensive oversight spanning B2B and B2C customer support, education, fraud prevention, risk management, and the strategic utilization of voice-of-the-customer feedback mechanisms to bolster sales initiatives.LEARNINGS AND ACHIEVEMENTS-Strategic contact center vendor management of two contact centers spanning domestic and international operations, comprising over 100 personnel, ensuring operational efficiency and excellence in customer service delivery across diverse regions.-Leader in customer journey enhancement project driven through an internal team of managers dedicated to optimizing the customer journey, driving initiatives that enhanced customer satisfaction and experience at key touch points from sales to implementation throughout the organization.-Cost-Efficient process enhancements achieved a substantial 80K monthly reduction in credited amounts and fraud by implementing policy and system changes, effectively maintaining exceptional customer experiences while streamlining financial operations.-Successful transition and performance maintenance by orchestrating the seamless migration of the entire customer service program to a new vendor, preserving key performance indicators (KPIs) and achieving cost reductions without compromising service quality, even during the organization's largest product rollout. Additionally, led initiatives that significantly reduced customer communication volume while retaining the company's position as one of "Consumer Reports" yearly top 3 mobile companies with the highest customer service ratings.

Irvine, Ca, Us

SUMMARYDelivered comprehensive customer support across chat, email, and phone platforms within the AAA software industry. Leveraged adept problem-solving methodologies, troubleshooting expertise, and educational guidance to ensure top-tier service delivery and heightened satisfaction for the customer base.LEARNINGS AND ACHIEVEMENTS-Supervised a team of 60 customer support representatives, fostering future expansion through comprehensive management and coaching initiatives.-Led training sessions and provided ongoing coaching to elevate metrics for Game Masters, ensuring engaging player interactions and sustained performance improvements.-Conducted in-depth analysis of metrics, shared best practices, and offered personalized coaching, contributing to the development of a high-performing team achieving top-level results.-Initiated quality assurance for internal CRM tools, identifying bugs and refining workflows while consistently receiving accolades for exemplary performance and dedication to Blizzard's core values.

Minneapolis, Mn, Us

SUMMARYDirected the growth and operations of the Quality Assurance division within US Bank's call center, pioneering the development and implementation of a renowned quality assurance program recognized for exceptional customer satisfaction.LEARNINGS AND ACHIEVEMENTSLed the growth and management of the Quality Assurance department within the call center, overseeing its expansion and operational efficiency.Developed and implemented an acclaimed quality assurance program at the 6th largest U.S. bank, earning prestigious recognition for exceptional customer satisfaction from American Banker.Directed auditing and coaching initiatives for 86 collection representatives, utilizing call monitor scores to enhance customer service and ensure compliance, resulting in tangible performance improvements and reducing fraud.Designed and delivered targeted classroom training sessions for managers, focusing on advanced coaching sales techniques and actionable feedback methods, yielding significant enhancements in service scores by 15% and customer satisfaction metrics by 19%.