Kristopher M. Email & Phone Number

Richmond, VA, US

• Manager of brand-new department which escalates customer inquiries from social media channels. Frequently assisted team by engaging customers and resolving their issues while maintaining the brand voice, collaborating.
• Had start-up business mindset when creating new department. Defined scope of department and created job descriptions, process maps, department metrics, and organization structure.
• Recruited top talent to join team and mold associates’ existing skills to deliver excellent customer service and meet KPIs. Diagnosed associates skill gaps and coordinated training program and SOP for onboarding.
• Collaborated with key business partners in a cross-departmental and cross-functional manner touching all LOB and areas of company.

• Produce 12-week Outlook projection reports to the SLT; show projected impact of additional FTEs and make recommendations of when additional hiring is needed; combine analysis of historical trends with present KPI.
• Align and optimize LOB agent schedules to best meet forecast workload demand within SLA compliance
• Serve as liaison to managers regarding staff scheduling and forecasting.
• Collaborate with key business partners and staff to identify opportunities for improvement of resource utilization and service level.
• Participate in Weekly WFM Review Meetings to discuss performance reviews for each LOB.

Richmond, Virginia Area

Monitor real-time data and implement triage measures of 500 associates to ensure that all departments are optimized to meet for daily and monthly targets.* Use pivot tables to calculate statistics and send management hourly reports.* Launched initiative for a revamped adherence process for Team Leaders in both the U.S. and Mexico. * Maintain constant.

Richmond, Virginia, United States

• Assist in the development and implementation of key marketing and communication’s initiatives to increase awareness, interest and purchase of travel insurance.
• Plan, edit and maintain monthly content calendars to include digital content, editorial and social media to reinforce branding and imaging strategies.
• Post and maintain content on key websites utilizing a CMS and SEO best practices
• Compile and review data in order to accurately report/summarize impact and outcomes of marketing activities and media coverage.
• Process invoices for content creators and track spending to make sure campaign expenditures are within monthly and yearly budgets.
• Monitor industry news and submit reports/summaries on emerging trends.

Richmond, Virginia

*Licensed insurance agent, sell travel insurance policies *Analyze customer needs and determine best product for their situation, answer questions.* Understand underwritten legal regulations and claims process.*Awarded Allianz Customer Excellence Award in July 2017 for outstanding Sales performance. Also selected for photoshoot at University of Richmond.

* Cover local high school sporting events for Richmond area newspaper ( Circulation 30,000).*Write articles and conduct interviews with players and coaches while developing relationships.* Developed active listening skills.

*Authored 22 articles for sportsrichmond.com, operated website and social media accounts, Adopted coverage based on pageviews of each topic, analyzed website date and trends, edited other writers articles.*Was responsible for operating Twitter, Facebook, and Reddit accounts. Implemented strategies of using trending topics and networking to increase web.

*Wrote over 50 articles for VCU student newspaper.*Displayed ability to work in groups as well as work independently.*Consistently met strict deadlines.*Assisted with editing procress

VCU

Bs, Economics And Psychology

Activities and Societies: Commonwealth Time student newspaper, Omicron Delta Kappa leadership circle, Economic Fed Challenge.

Geographic Informaion Systems (Gis) Certificate Course, Gis

Bachelor'S Degree, Psychology