Christopher Powell, Mba Email & Phone Number

Boynton Beach, Fl, Us

Boynton Beach, Fl, Us

Miami, Fl, Us

Overseeing the Support Service team which includes Customer Service Representatives, Support Services Representatives, Quality Assurance Specialists, Team Leads, Certification Verification Specialists and Supervisors to ensure a positive customer experience with ReturnPro as a company and their sub-brands.- Resolve customer complaints and recommend and implement new processes and procedures.- Monitor Support Service phone calls, chat messages, and emails for quality assurance purposes.- Thorough understanding of eCommerce processes from conversion to fulfillment to customer service.- Collaborate with cross-functional departments to better understand and implement positive customer experiences and touchpoints.- Generate reports and identify trends from raw data sets using Zendesk CRM data and customer feedback.- Mentoring staff to manage difficult, escalated customer service issues.- Collect, generate, and report service statistics weekly using data to create a team member profile to assist in recognition, coaching, and goal setting.- Establish key KPI, develop customer support training materials and coaching structure to track and improve performance.- Manage departmental budget and expenses, from staffing allocation/overtime expense to software and other departmental resources.- Customer Journey Mapping - Reducing Customer/Teammate pain points and streamlining Customer service experience.- Contract Negotiations- Negotiate pricing on software and related partnerships.

Boca Raton, Florida, Us

Managed customer service staff and after-service role; ensuring customer satisfaction from consumer online purchasing experience to authorized repairs.- Development of the Customer Service department from the ground up. Established goals, policies, andprocedures to support departmental success.- Implemented new Helpdesk (Gorgias) and phone system (Aircall) to improve agent efficiency, agentresponse times to customers, and the overall customer service experience.- Expanded CRM implementation to EU Customer Service, After service and Order parts teams.

Boca Raton, Florida, Us

Managed 75+ authorized repair centers (ARC's) and addressed the following needs:- Fulfilled repair center and consumer parts request internationally and domestically.- Managed parts inventory in all warehouse centers to ensure parts are available for repair.- Analyzed and authorized international and domestic warranty repair claim requests.- Created an evaluation process for ARC’s to improve overall communication with all parties involved(ARC’s, Consumer and Company).- Addressed consumer complaints with ARC’s and provided viable options and solutions to resolve issues.- Improved warranty claim processing times from 3-5 months to 2-4 weeks.- Developed self-repair process and hosted videos.

Chevy Chase, Md, Us

At my time with GEICO I spearheaded full spectrum customer service function and provided strategic leadership to a 200-member team of associates to drive repeat business and revenue growth. I oversaw all aspects of staff training and coaching initiatives from performance gap evaluation to detailed training plan development and implementation.It is worth mentioning that, I prepared attendance sheets, managed workforce’s phone requirements, and ensure compliance with company policies and procedures.The following are highlights of my contributions to GEICO;☛ Increased productivity by conducting detailed trend and root cause analysis to identify performance gaps and inspiring the team to deliver performance excellence.☛ Enhanced floor-wide performance by 11% within four months by increasing staff awareness through emails, contests, and other engaging means of communications.☛ Improved roadside, rental, and mechanical breakdown coverage inclusion on vehicle related call types by strategically managing the floor of 350+ associates.

Chevy Chase, Md, Us

Throughout my career as a Sales Supervisor / MDP with GEICO, I managed insurance policy sales campaigns within a call center environment with 10+ direct reports. I applied best practices daily to achieve total member satisfaction, telephone statistical, and corporate leadership goals.Additionally, I held concurrent responsibility for assigning tasks, motivating and disciplining employees, and assessing performance.The following are highlights of my contributions to GEICO;☛ Decreased post-sales policy errors by 6% within 5 months by targeting the top six errors and closely monitoring all the floor activities.☛ Orchestrated comprehensive coaching programs for employees’ training needs assessment, behavior analysis, and capacity evaluation.

Master Of Business Administration - Mba, Business, Management, Marketing, And Related Support Services

Bachelor Of Business Administration (Bba), Marketing