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.

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.

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.

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.

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.

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