Chris Herndon Email & Phone Number

Louisville, Ky, Us

Louisville, Kentucky Area

Primary focus is providing technical assistance and product testing as part of the Point Of Sale (POS) interface certification process for a leader in the hospitality industry; duties include communicating with developers and project managers for POS vendors, resellers and corporate partners, providing assistance on requirements of the current Software Development Kit for interface development and the configuration and use of QSR software as needed for integration testing, coordinating the installation and maintenance of test systems, both physical and virtual machines, typically through the use of remote access applications, developing and executing test plans based on predefined development parameters, developing and maintaining internal support and training resources, tracking progress on multiple on-going POS interface certification projects, documenting defects using TestTrack and providing testing reports to POS interface developers as we work through the certification process Additional duties include pre-release software and hardware testing of various QSR products and assisting Technical Support with escalated issues often related to POS integration or related interface applications

Louisville, Kentucky Area

Provide technical assistance in the installation, configuration, point-of-sale interface and general troubleshooting of proprietary automation software and hardware for the hospitality industry; duties included communicating with customers’ corporate IT resources, licensed resellers and end users on a variety of support issues, tracking and updating customer support contracts and maintaining accurate record-keeping through SalesLogix, identifying and escalating defects to Quality Assurance and Development teams, and providing after-hours and weekend support as part of a departmental on-call rotation

Louisville, Kentucky

Oversaw the formation and operations of a customer service and product support department for a nation-wide media intelligence firm servicing a variety of corporate and public relations agency clients through the tracking and analysis of broadcast, print, Internet and social media coverage; duties included on-site and remote staff supervision (scheduling, attendance tracking, training and quality control), as well as the handling of escalated customer service issues, product testing, new client and sales staff product training, and daily metric tracking.Customer and sales support maintained and improved with less than half the staff level required prior to the creation of the Client Services Manager position; serviced client contracts accounting for $46 million in yearly revenue; coordinated special projects generating over $4,000 in additional revenue in Q3 of 2011; provided technical support in trouble-shooting and solving critical problems for clients such as DirecTV, HBO, Honda and KGB Texas.

Louisville, Kentucky

Oversaw the daily operations of a shift consisting of approximately 60 full-time Research Editors performing Boolean logic searches and client report production at local and remote offices, including employee training, attendance tracking, quality control, staff scheduling, proprietary software testing, and management of the departmental workflow database and associated web-based applications.Aided in development and coordinated the implementation of a departmental workflow system, increasing productivity by 75%; provided client and sales support daily through investigation and correction of actual and perceived quality issues; commonly identified and communicated technical issues to local and corporate IT groups; facilitated company-wide measures to improve data integrity and increase accuracy in billing to increase revenue; coordinated restructuring of departmental team organization, increasing team lead efficiency by 100%; devised and implemented strategy for better supporting Satellite Media Tour clients such as DS Simon, MultiVu and FirstLine through the selection and training of a specialized support team, increasing quality by 30%; coordinated staffing reorganization that contributed to a $3.5 million cost savings in Operations over two years.

Louisville, Kentucky

Oversaw the daily operations of a shift consisting of approximately 40 full-time News Monitors, including employee training, attendance tracking, quality control, staff scheduling, digital video administration, and the receipt and facilitation of customer orders when needed.Provided daily sales support by investigating and addressing quality issues in a timely manner; oversaw the implementation of a departmental training program, including the development of training materials and the conducting of classroom training sessions for new employees; provided client support during weekends and after hours, coordinating production efforts to get clients such as Good Morning America, Saturday Night Live and the NBA the content they required.

Louisville, Kentucky

Monitored and oversaw the monitoring of television newscasts, focusing on client visuals and mentions to be searched via Boolean logic, and covered the responsibilities of the Monitoring Shift Supervisor, including attendance tracking, staff scheduling, digital video administration, and the receipt and facilitation of customer orders when needed.After first being hired as a News Monitor, was quickly promoted to Shift Lead due to high productivity and quality, as well as a excellent attendance record and willingness to take on new tasks and learn new skills; conducted regular departmental QA audits that led to overall improvement in quality; provided recurrent training for veteran monitors to increase productivity and quality, as well as new employee mentoring that helped decrease departmental staffing turnover 10% by ensuring new employees met minimum productivity and quality standards within the first 90 days of employment.

Louisville, Kentucky

Monitored national and local television newscasts from across the country using proprietary software, composing summaries of newscast segments that identify verbal and visual references important to clients and are entered into a database available for search via Boolean logic.

Louisville, Kentucky

Monitored national and local television newscasts from across the country using proprietary software, composing summaries of newscast segments that identify verbal and visual references important to clients and are entered into a database available for search via Boolean logic (temp-to-hire position that resulted in full-time position).

Louisville, Kentucky

Responsible for all aspects of store operations including sales, customer service, employee training and development, inventory control, cash management, store opening and closing procedures, merchandizing, and vendor relations for a regional training location for Waldenbooks and Borders bookstore managers.Provided customer support by utilizing special order system to track down and obtain requested titles not available in store; helped maintain monthly sales goals despite the challenges of being a “non-mall” store in a city without a robust retail presence downtown; reorganized store layout to better display merchandise and promotional materials; mentored staff to increase sales of the company Preferred Reader Card, increasing percentage of sales including the card from 4% to over 5%.

Bachelor Of Arts, History And Telecommunications

Activities and Societies: IU "Marching Hundred" Marching Band, IU Basketball Pep Band, Sigma Pi FraternityDean's List, partial coursework.

Honors Diploma, Social Studies, Music, Art, Television

Activities and Societies: Band, Orchestra, Visual Design, WNAS Television, Honors and AP programs in all core subjectsJohn Philip Sousa.