Chuck Mcclain Email & Phone Number

Hoboken, New Jersey, US

We believe technology can be a powerful force for good. We are dedicated to helping drive positive social change through our work. We understand that our efforts make the world safer, and ultimately saves lives. This drives us to always find a way and never be satisfied.Sfara is solving for an industry in need of a paradigm shift.Today’s telematics.

Providing Business Operations consulting services.

Atlanta, GA, US

Upon the acquisition of Hughes Telematics by Verizon, was promoted to the role of Chief Operating Officer with responsibility for world-wide service delivery for all of our connected vehicle customers. Directed the activities of 17 contact centers globally and managed the sales and services of over one million customers. Lead successful efforts to improve.

Atlanta, GA, US

• During the formative stage of this “green field” company, worked in conjunction with the leaders of the Finance, IT, Product Development, and Sales/Marketing organizations, to define and establish the order to cash.
• Established and managed 7 out-sourced, specialized, bi-lingual call centers with a total over 200 agents to support the various aspects of the business including emergency support services, concierge, billing and.
• Created 4 internal centers for Tier 2 Technical Support, Dealer Support, and Escalations Management to support the launch customer Mercedes-Benz mbrace
• Established and managed a formal Document Management Team to develop and maintain all center training materials as well as agent facing Knowledge Base articles
• Directed the Order Entry and Provisioning teams in the activation of new customer accounts
• Established and implemented formal Quality and Customer Satisfaction programs for all contact center operations teams

Germantown, MD, US

• Responsible all activities associated with the installation and support of consumer, small business, and enterprise customers utilizing our DIRECWAY and HughesNet satellite Internet Services, or Hughes Personal Earth.
• 82% reduction in contact rate per customer per month since 2001
• 12% improvement in Customer Satisfaction during 2006
• 39% reduction in customer churn in 2006
• 11% reduction in Field Dispatch costs per customer during 2006
• Quarter over quarter reduction in support cost per customer since 2001Implemented formalized Quality Assurance programs for Installation, Field Service, and Customer Service. Linked Customer Satisfaction (CSAT) Program.

Danderyd, Stockholm County, SE

• Responsible for the development and implementation of world-class processes for all customer facing, post-installation service and support organizations. Functional organizations include the Customer Service Call.
• 27% reduction in Average Call Handling Time
• 66% improvement in Average Speed of Answer
• 12% improvement in Customer Service Level
• 4% increase in the percentage of calls handled
• 9% improvement in first call resolution These improvements were accomplished with no additional staffing in support of a 24% increase in contact volume. Implemented a Pay for Performance bonus program that provided.

Basking Ridge, NJ, US

Reported to the Vice President of Customer Service with responsibility for customer satisfaction in all matters pertaining to MCI WorldCom’s local telecommunications service offerings nationwide. Provided support to customers on a 7 X 24 basis coordinating repair and dispatch efforts. Maintained call center service levels at 99% of inbound calls answered.