Christopher Fincher-Smith Email & Phone Number

Leland, Nc, Us

Wilmington, North Carolina, United States

Training Leadership: Provided direct on-the-job training and mentorship to onboard and develop a team of over 30 support personnel, ensuring a knowledgeable and proficient support staff.High-Profile Complaint Resolution: Skillfully coordinated and led the resolution of high-profile customer complaints related to customer service issues, product usage problems, and service-related issues, maintaining the company's reputation for exceptional service.Process Improvement: Spearheaded the implementation and training of pivotal collaborative departmental process changes, streamlining operations and fostering efficiency.Quality Assurance and Auditing: Conducted regular audits of a percentage of weekly inbound calls and spot audits of cases, while effectively prioritizing concurrent high-priority projects within the customer and partner care team. Developed and implemented a comprehensive quality assurance program for inbound calls and outbound calls for the purchasing process team. Offered subject matter expertise to various other teams to enhance overall service quality.Knowledge Base Management: Created and maintained knowledge base documentation, ensuring accuracy and consistency across all materials.Assessment and Collaboration: Conducted an assessment of the existing knowledge base and Standard Operating Procedures (SOPs) to identify areas for enhancement. Collaborated closely with cross-functional teams, subject matter experts, and customer service representatives to gather, validate, and update information.Knowledge Sharing: Fostered a culture of knowledge sharing and learning within the organization, promoting a proactive approach to professional development and excellence.

Wilmington, North Carolina, United States

Carolina UAS is a veteran-owned and operated small business. We use Unmanned Aerial Systems(UAS) to capture high-quality images and videos for your business needs

Document problems in a timely manner and provide notification to administration of any issues that could involve liability to the telecommunicator, and/or the center.Serve on several committees (Dispatch Review Committee, EMS Peer Audit, and, as appropriate, Local dispatch related committees). They will act as a liaison between agencies we serve. Conduct regular feedback sessions for all cases reviewed. Provide the Telecommunicator with expectations regarding customer service, behavior, and protocol compliance to include commendation when appropriate. The ED-Q will ensure deficient performance is documented and addressed with the Telecommunicator in a timely manner. Distribute quality improvement data, findings, and recommendations. Maintain a complete record for all Telecommunicators. Creates and coordinates program development for emergency Telecommunicator training. Provides all updates on any changes to EMD/EFD/EPD protocols.Adhere and enforce all New Hanover County and 911 center policies and procedures. Demonstrate professionalism and foster an environment of cooperative teamwork by supporting Administration and facilitate changes directed by the 911 Manager and Department Head to effectively run the center.

Field emergency phone calls by accurately inputting data into a computer-aided dispatch program. Effectively Communicate life-saving instructions to persons in need.Dispatch appropriate assistance based on Information within a computer-aided dispatch program.Use multiple computer systems, radio systems, and multiline phones to ensure a proper response to emergency calls.Train personnel to meet New Hanover County Emergency management 911 standards. Train personnel to properly dispatch for the 12 agencies within the NHC PSAP.

Applied risk mitigation techniques to ensure the safe operation of the Scan Eagle UAS system.Developed an understanding of multiple computer systems and SIGINT/ISR payloads.Provided subject matter expertise to the US Naval Special Warfare team. Kept accurate logs of equipment hours, service records, maintenance requests.

Developed techniques and procedures to assist in company research and development.Preformed Unmanned systems ground crew tasks in accordance to company procedures.

Managed a team of approximately 10 personnel across multiple disciplines. Preformed risk calculations and acted as a liaison between the customer and on-site flight crew.Prepared daily mission brief, conducted briefing of all flight personnel for the day's mission.Preformed flight duties in accordance with standard operating procedures.Updated flight logs, mission logs, and manpower logs to be sent to appropriate departments for upkeep.

Operated the MQ-5B.