Kristopher Moore Email & Phone Number

Mclean, Virginia, Us

Global Consumer Care Lead for Mars Wrigley.

Paris, Fr

- Member of L’Oreal USA Leadership Committee and Head of Business Function, leading blended internal (55) and external (500) team across the United States, Canada, and Columbia.- Led change from cost center to business driver achieving +200% agent revenue in 2 years.- Active member of DE&I Taskforces focused on accessibility and consumer data collection.- Lead instant service omni-channel contact deflection strategy.- Oversee Social Media engagement and support strategy in conjunction with brand teams- Defined and executed comprehensive consumer support strategy driving improved quality and operational efficiency leading to $1.3M cost avoidance ($5.5M 3-year projected impact).- Improved team Enablement (+9%) and Engagement (+14%) as measured annual employee survey.

Paris, Fr

- Transformed operational process and support technology to drastically improve consumer experience in traditional contact channels as demonstrated by 75% reduction in average hold time, and an 81% reduction on consumer abandon rate.- Led all aspects of major Business Process Outsourcing initiative. - Consolidated D2C consumer support for Active Cosmetics and Consumer Product Divisions improving consumer experience and operational efficiency. - Led cross functional team in complete overhaul of existing CRM solution designed for eCommerce consumer support.

Paris, Fr

- Consumer Engagement and Operations Team Lead for Consumer Products Division including omni-channel consumer support, quality assurance and fulfillment.- Managed team of fifty staff of Managers, Analysts, Coordinators and Consumer Advocates, including training, career pathing and identification of high potential staff.- Led User Interface Design and Change Management workstreams of software design and development of Sales Force Service Cloud implementation using Agile Methodology.

Paris, Fr

- Responsibilities included managing team of 9 direct reports handling all aspects of order management representing over $1.3BN in gross sales.- Liaised with internal departments (sales, marketing, credit, finance, logistics, distribution, inventory management & transportation) to ensure successful inventory replenishment operations for major customers including Macy’s, Nordstrom, Ulta & Sephora.

Copenhagen, Dk

- Manage two department teams including staff of seventeen comprised of Clerks, Analysts, Customer Service Representatives, & Supervisors.- Responsible for managing all aspects of Customer Service and Quality Assurance for 15 Full Time Accounts producing approximately $10 million annual revenue- Oversee full range of Logistical Practices including Import, Export, Drayage, Warehouse Operations (Inbound Receiving, Cross-Dock, Trans-load, Inventory Management, Pick & Pack, and V.A.S.) DC Bypass, OTR, and Intermodal, and Direct to Consumer Shipping.- Created procedures to ensure inventory accuracy using industry standards and custom tailored methodology ranging from sample outbound shipping audits to full inventory counts.- Created user friendly dashboards to aid with reporting and monitoring of key facility performance metrics which led to efficiencies with projected annualized savings of approximately $240,000 .

Copenhagen, Dk

- Engaged with Facility Management and Corporate leadership and evaluate Facility P&L statistics to evaluate current Operational & Customer service processes.- Created Universal Best Practice guidelines for disparate operation types with particular focus on customer specific processes.- Collaborated with Customers to establish internal benchmarks and KPI guidelines to monitor improvements.- Led diverse project teams spanning Operations, Information Technology & Human Resources to create multi-faceted process training.- Interfaced with Cross-Functional teams including supply chain management and senior finance leadership to create trans-load analysis using Max Load Pro Software.- Facilitated Warehouse Facility Relocation.- Managed Peak Season Cross Dock Flow Operation for Wal-Mart out of DDSI CPK 2 facility.- Lead shift meetings to communicate strategy and procedures to ensure an efficient and safe daily operation.- Managed vendor relationships to ensure proper levels of staffing in an environment with highly fluctuating volumes of inbound cargo. - Interfaced with Wal-Mart GLS system to receive and ship freight, monitor in-process workflow and report daily KPI’s. - Used DDSI Web EC to monitor inbound containers and track outbound trailers (to facilitate pick up of loaded and ready trailers in a timely fashion as well as ensure required level of empty trailers for daily operations).- Analyzed Dray Reports to plan weekly workloads and set up appropriate shifts to match inbound volume.

Hanover, Md, Us

- Managed territory of over fifty major accounts and established new client relationships through use of market intelligence and formal 3-step territory building process.- Created formal proposals for staffing projects as well as fully scalable global services (for example: outsourcing of technology projects, fully managed local IT projects, and training engagements), establishing project budgets and creating format statements of work enumerating guidelines and deliverables for projects.- Managed end-to-end IT projects including training, workforce management, application support & development, group consolidation, and call center outsourcing. - Consulted with client management to create:o Proactive Workforce Plan o Formal Employee Retention Policies.o Formal project plans and processes emphasizing core competencies and eliminating unnecessary redundancy.

Charlotte, Nc, Us

- Received multiple C.A.P. awards for outstanding individual performance.- Consistently exceeded monthly Production and Customer Satisfaction standards.- Developed and Maintained Marketing Plan using local market intelligence to improve revenue.- Maintain weekly, monthly and quarterly reports used to develop annual business model and projections.

Mba, Finance & Management

Bachelor Of Science