Christopher Patrick Remington Email and Phone Number

• Spearheaded expansion into the U.S. market, optimizing team operations and establishing best practices to support growth of company by 150% in 6 months. Oversaw growth of CS department to 2 FTE’s and 10 outsourced CS agents.• Developed and implemented SOPs to enhance resource security and operational efficiency, reducing potential risks and reduced recovery costs by 50% in Q2 2024.• Collaborated with engineering to integrate customer feedback, driving product improvements and enhancing user experience.• Created and utilized custom KPIs to measure performance, resulting in improved CSAT ratings and operational efficiency. Improved CSAT rating from 3.75 to 4.15 in first 90 days.• Forecasted staffing needs through scalability modeling, supporting strategic growth objectives.

Optimum CS Experiences LLC is a full service consulting firm, specializing in customer service optimizations. We can improve your CSAT score, help you retain customers, retain staff and optimize your workflows, automations and processes to maximize revenue and minimize cost.

• Reduced employee churn by 50% in first 90 days acting as department head by establishing a positive culture.• Increased NPS score by 20 points within 6 months through revitalization of struggling Healthcare Navigation team.• Managed 16 healthcare navigators and patient advocates, identified customer needs, oversaw service delivery.• Created scalability models to forecast staffing needs and stay within budget for department.• Worked cross-functionally to address incidents and raise capabilities for large-scale SaaS service delivery

Operate in FinTech start-up environment, serving as strategic account executive, customer service manager and merchant account team lead, data operations specialist, and implementation/QA project manager.Maintained service level agreements (SLAs) during COVID-19 pandemic, meeting remotely with clients weekly -Overcame headcount reductions and improved account management delivery for 7 of 21 financial institution accounts, representing significant percentage of annual recurring revenue-Manage marque and white label client portfolio, including marketing agenda, API implementation, contract negotiations, operations, and customer service within a start-up environment-Evaluate client program health to recognize opportunities for upsells, on-demand marketing campaigns, and product optimizations to improve user experience and increase revenue-Own customer satisfaction as department head for over 100K end users representing 21 financial institutions and 250+ local merchants-Coach, mentor, and train new staff, including development of training and onboarding materials-Oversee quality assurance testing during implementation of all newly created customer environments within application, including bug identification and third-party vendor management-Advise C-level customers and internal stakeholders, serving as escalated issues problem solver

Answered incoming emails, phone calls and live chat for customer service issues related to shipment of product, defects, returns and general product inquiries. Processed refunds and returns. Inbound phone sales of high end products such as guitars, drum sets etc..

Processed incoming web orders, provided customer service for any web sales related issues.