Christopher Stubbs Email & Phone Number

United States

Managed department of technical support specialists while working collaboratively to establish departmental and cross-functional objectives.Focused on operational business efficiencies to foster healthy partnerships with customer base and promote positive financial impact for the business and customer. Analyzed data to create and maintain workforce management scheduling to ensure SLA’s remained positive. An active decision maker in hiring staff as well as developing career growth pathways for employees.Integral in promoting company culture to expand team morale.

Nashville Metropolitan Area

Oversaw teams of trust and safety agents to ensure daily objectives and productivity metrics were achieved. Aided in cross-functional team projects to verify compliance within collaborative objectives. Supervised agents’ daily tasks with segmented time used to guide all of Global Safety with case inquiries.Involved in calibration meetings to establish uniformity within case handling as well as content creation.Tasked with coaching agents on an individual basis to help align areas of opportunity with business needs.

Greater Nashville Area, Tn

In this current role, I manage trust and safety cases while investigating and resolving highly sensitive and egregious user concerns to help reach a positive outcome. Furthermore, I participate in project work to help improve the quality of operations.Consistently ranked in 98th percentile for the associate performance.Designated as leader for providing high-level assistance to fellow safety associates with case inquiries.Consistently produced above 90th percentile of agents via training on trust and safety practices.Acknowledged as a top five agent in handling the most severe reported concerns in a timely manner.Nominated and selected as one of eight top agents to assist in training and onboarding of new hires.

Greater Nashville Area, Tn

With Lyft, I tasked with identifying and resolving minor to moderate safety concerns in an efficient manner. One of my key responsibility is to perform a range of duties, including comprehension and understanding of sensitive user concerns.Decreased resolution time by over 80% while acting as a pilot team member to implement processes.Aided in the decrease of cost per contact by $0.60 by creating SOPs (standard operating procedures).Consistently recognized as a top 10 performing agent for delivering agent service with excellence.Managed a variety of pilot programs to ensure more efficient communication channels within safety.

Franklin, Tennessee

During this tenure, I led a team of thirty employees to provide high quality products and services with efficiency. I interacted with teams to train staff members. Along with that, I collaborated with leadership to execute action plans to achieve sales targets. Moreover, I oversaw daily operational activities to meet the needs of establishment and Newk's Eatery.• Played an integral role in the sales goal setting and maintenance of 30% overall profit week over week.

Murfreesboro, Tennessee

Murfreesboro, Tennessee