Christopher Larson Email & Phone Number

Boston, Ma, Us

Directly managed the call center operations for one of the company’s primary small business and consumer support accounts within the US and Costa RicaSuccessfully grew the small business team from 14 technical support associates to 45 while improving overall operations, agent performance metrics, customer satisfaction and quality. Created the organizational structure and directly managed the start up and growth of the consumer technical support team in Costa Rica to more than 125 call center agents within a six month period while still maintaining a technical support operations team of more than 80 technical agents within the US.Created and implemented daily, weekly and monthly reporting focused on agent performance, metrics and business specific goals. The small business team has been continually recognized by the company and client as a premiere support provider within its organization. Directly managed the consumer technical team operations and successfully increased call volume per month to an average of 36,000 calls and 16,000 chat sessions while increasing service level from <68% to >85% and driving down the average speed of answer (ASA) from >6 minutes to <60 seconds.Recipient of the Operational Excellence award in 2010 for continued improvements in operations and performance. Built strong relationships and cross-functional collaboration between Quality, Workforce Management, Training and Account Management teams to improve operational efficiencies with service delivery.

Managed 50 employees, including the Supervisory, Technical, and Escalations support teams within a call center environment which provides remote desktop support for end consumers and small business accounts Instituted and personally oversee the metrics within each operational support team to drive improvements in performance, processes and procedures without sacrificing quality of service. Customer satisfaction survey results have continually exceeded 92% month over monthStreamlined current procedures and created additional processes around business needs which increased technical utilization and performance metrics by more than 25%Act as the technical liaison between the Field managers and Marketing Director to gain insight into ways to further improve communication and collaboration for the technical support team within operationsDirectly managed the interviewing, hiring and training of more than 40 new technical and support staff agents to support increased call volumes from new and existing accountsLead and directly manage all supervisor and team meetings within the technical operational teams to review current projects, implement process improvements and discuss workforce efficienciesBuilt strong relationships and cross functional collaboration between IT, Development and Account Management teams to improve operational efficiencies with service delivery

Lead manager of four contact center teams within the Bose Service organization supporting the United States, Canada, Mexico and Latin Markets Increased phone service levels for each contact center team within Americas Field Service exceeding our 80% overall target, finishing at 87%Created and implemented a cross training program combining four contact center teams into one to minimize additional staffing during peak seasonsIncreased contact center team metrics from 89% in FY06 to 96% in FY’07Participated in a Six Sigma project to reduce the number of inbound calls by 25% and successfully achieved a 40% overall call reduction Created and delivered more than 50 process flowcharts outlining specific roles and responsibilities

Managed the Marlborough Call Center departments of Finance, Facilities, Loss Prevention, Operations Desk, Purchasing, Forecasting and Cost Control.Generated daily, weekly and monthly reports of revenue and payroll expenses and made recommendations to stay within acceptable forecasts Coordinated agreements and supervised all outside vendors and contractors, including the initiation of new relations when necessary and cost effective to increase annual savings in addition to improved quality and responsivenessManaged (directly / indirectly) all reporting functions within the call center including daily call statistics, sales reporting, forecasting and payroll

Oversaw the overall operation and profitability for all of Computer Town's technical repair centers and configuration depotManaged the entire outbound technical integration operation for the company including its re-building of the team to a fully functional and profitable operation Built new relations with warranty companies to obtain additional repair business for the company's technical repair centers

Managed the Northeast outbound technical operation with sales of four million within my first year