Chris W. Email & Phone Number

Tempe, Arizona, United States

Oversee all aspects of operations in call center, messaging, and SMS environment, including developing and optimizing internal policies, resolving customer issues and complaints, and maintaining effective communication among staff and leadership. Manage teams of 30–50 at locations across US and India. Participate in budgeting for new-team development and overall cost reductions per head hired. Plan and implement strategies to better support customers.• Delivered significant cost… Show more Oversee all aspects of operations in call center, messaging, and SMS environment, including developing and optimizing internal policies, resolving customer issues and complaints, and maintaining effective communication among staff and leadership. Manage teams of 30–50 at locations across US and India. Participate in budgeting for new-team development and overall cost reductions per head hired. Plan and implement strategies to better support customers.• Delivered significant cost reduction, increased profits, and retained customers while maintaining stellar customer experience by working with international vendor teams. • Maintained company-leading annual average of 90 or higher transactional NPS following creation of first asynchronous support channel to contain complex customer issues that required more than one contact to resolve; solution was launched in US and later deployed globally.• Successfully scaled first SMS channel for customers directed at support, scaling from several hundred weekly customers to several thousand; efforts resulted in being nominated for 2 Stevie Awards and taking second place for one nomination.• Moved thousands of customers from transactional NPS score of 0–6 to 90–100 following deployment of first directive that focused on customers who identified themselves as detractors and worked with group to repair relationship through multichannel outreach.• Alleviated customers’ concerns about not receiving US-based support by creating training process for India-based customer teams to speak “American” English via text. Show less

Tempe, Arizona, United States

Supervised more than 20 guides working across 5 specialty areas to ensure strong, positive team culture. Tracked and provided ongoing training and coaching for all metrics and KPIs, including call volume tracking, customer engagement, NPS, and CSS. Provided technical guidance across departments and teams to complete projects and improve customer care through voice and messaging support.• Positioned several guides to be promoted into engineering roles via development of career-building… Show more Supervised more than 20 guides working across 5 specialty areas to ensure strong, positive team culture. Tracked and provided ongoing training and coaching for all metrics and KPIs, including call volume tracking, customer engagement, NPS, and CSS. Provided technical guidance across departments and teams to complete projects and improve customer care through voice and messaging support.• Positioned several guides to be promoted into engineering roles via development of career-building safari program.• Delivered 9.6 average CSS and 71 average NPS YOY via creation of training focused on customer experience and having quality conversations rather than merely meeting targets.• Enhanced customer experience in high-value segments through development of policies and trainings targeted at this demographic.• Boosted customer engagement by optimizing first SMS team to work only with detractors via SMS, which resulted in Stevie Award nomination for team’s success creating positive customer engagement. Show less

Tempe, Arizona, United States

Managed team of up to 57 guides during second shift, including onboarding and ongoing training. Assisted in calibrating department goals, building culture and employee morale, and hosting daily stand-ups. Hired web pro manager and hosting support for Gilbert location. • Achieved KPIs in 11 of 13 months following implementation of training program to bring employees up to speed on specific program and encouraging them to move beyond their job descriptions.

Tempe, Arizona, United States

Supported 45 guides in 3 teams to identify hurdles and provided one-on-one coaching to overcome those obstacles while achieving higher KPIs specific to each month’s focus department. Created training based on guides’ unique strengths, in addition to company-sanctioned coaching parameters.

Master'S Degree, Psychology

Bachelor Of Applied Science (B.A.Sc.), Psychology