Chris Gunn Email & Phone Number

Seattle, Washington, United States

1000 2Nd Ave Seattle Wa, 98104

2033 6Th Ave Seattle Wa 98121

Raised overall NPS from customers with completed services from +45 in September of 2015 over 64% to +70 nationally in Q1 2016.Recruited, hired, trained and deployed a tier 2 CS team in under 2 weeks to support a national product launch to provide 12X7 support in 70% of U.S. zip codes via phone, text email, and chat.Resource management, hiring, mentorship, and performance managementSpearheaded the creation, design, and implementation of a comprehensive, searchable knowledge base to replace existing process documentationIdentified and implemented incremental process changes that improved scheduled to completed rates by over 59% from Q4 2015 to Q1 2016 in collaboration with product and development teamsWork closely with Product and Marketing teams to define, build, and manage a seamless customer experience for the self-service customer portal and tools.Reduced Customer service COGS by >40% on completed jobs from Q3 2015 to Q1 2016 through process optimization and tool changes in collaboration with Product, Marketing, and Development teamsBrief and train team members, technical operations, sales & marketing team(s) on new programs or processes as requiredManage team personnel and budget needs with direct management staff and reporting needs up to the Technical Operations management team.

• Make 100+ cold calls daily to Residential Real Estate agents to sell advertising space on Zillow’s desktop and mobile platforms • Perform lead generation • Provide exemplary customer service• Relationship management • Consultative selling • Use of Salesforce • CRM systems

City Coordinator 07/2012 to 01/2014Dialogue Direct - Seattle, WA• Supervise all local recruitment• Provide leadership training• Train staff on pitch structure and communication across various donor campaigns• Roll out digital data capture systems nationwide • Plan budget and staffing• Manage multiple leaders and managers• Provide regular updates to CEO and CFORegional Manager 10/2011 to 07/2012Dialogue Direct - Los Angeles, CA• Planned and executed growth strategy in multiple markets• Trained and mentored new Campaign Managers and Team Leaders• Coordinated licensing within multiple markets and across varied agencies• Maintained the lowest rate of attrition in the company consistently across multiple markets• Ensured quality messaging to donors and prompt response to client needs• Assisted in developing digital data capture strategy• Re-opened the 2nd largest market for fund-raising in the U.S.Campaign Manager 10/2009 to 10/2011Dialogue Direct - Seattle, WA• Oversaw daily operations of all fund-raising campaigns• Supervised multiple Team Managers• Instituted new performance management metrics• Improved donor attrition by 27% overall• Hired, interviewed, and trained all incoming staff• Developed all training and client information distribution

As an OS it was my duty provide the command with technical information andassistance related to Anti-Surface Warfare, Anti-Air Warfare, Anti-SubmarineWarfare, Amphibious Warfare, Mine Warfare, Naval Gunfire Support, searchand rescue operations, disposal of explosive ordinance, and other matters.Honorably discharged as petty officer 3rd classReceived and maintained Secret security clearance