Chris Ferris Email & Phone Number

- Led team responsible for identifying and implementing automation opportunities to drive efficiency, leading to improved user experiences and reduced contact rates- Defined strategy, created and owned roadmap, defined and prioritized requirements, and partnered closely with engineering, design, data analysts, customer operations, and legal to drive execution

- Defined technical requirements of core data migration for 50k GoodHire accounts to Checkr- Led strategic incremental migration plan for accounts totaling $50M+ in annual revenue

- Owned internal customer operations tools, Salesforce integration, and client-facing homepage- Set strategy, owned roadmap, prioritized requirements, and drove execution- Redesigned and upgraded the core GoodHire dashboard page, reducing load times and contributing to successful closure of sales opportunities- Achieved faster deal closures and customer onboarding by seamlessly integrating Salesforce with in-house platform, synchronizing vital data- Automated several internal manual processes, allowing company to scale more efficiently and improving productivity in operationsGoodHire was acquired by Checkr, Inc. in April 2022

Omaha, Nebraska, United States

- Chaired testing for new in-house invoicing system, eventually scaling to $50M in transactions- Designed and implemented streamlined ticket escalation process for operations teams, yielding a 25% decrease in duplicate tickets and significant time savings for engineering and product teams- Leveraged SQL and Splunk to identify trends and prioritize issues based on user and revenue impacts

Omaha, Ne

- Guided team of 10+ agents to top performance among all support teams against quarterly KPIs (average handle time, first contact resolution, customer satisfaction, etc)- Conducted regular performance evaluations and provided constructive feedback to agents to support their professional development- Handled escalated customer inquiries and ensure timely resolution while maintaining a positive customer experience- Provided ongoing coaching and support to agents to help them improve their performance and meet performance targets- Communicated performance updates, trends, and insights to senior management and other stakeholders as needed

Greater Omaha Area

- Optimized operational processes and led high performing team at location, growing monthly revenue from $600k to over $1M and making location Nebraska’s 2nd leading revenue driver- Oversaw corporate sales strategy while also closing 30% of all Nebraska sales leads- Resolved customer conflicts and influenced positive work culture while managing over 40 coworkers