Christopher Morton Email & Phone Number

Rochester, New York

• Developed and implemented improvements to internal IVR routing for Enterprise and Elite customers to better handle repair-related calls and escalations and improve reporting derived from IVR data.• Developed Tableau dashboards for management to track agent performance stats and compare performance with peers.• Developed executive-level Tableau-based customer scorecard used by customer advocates and customer service managers when meeting with internal and external executives.• Developed and maintained over 50 Tableau dashboards for Enterprise Repair Center, Elite NOC management teams, and service assurance organization, primarily focusing on repair tickets and IVR analytics.• Developed and maintained Tableau dashboards for service assurance and customer care teams to better identify where customers had not been properly billed for completed work.• Audited account flagging for Elite NOC customers to ensure repair tickets were routed to appropriate teams on backline.• Automated distribution of monthly and quarterly scorecards for Elite NOC customers via BusinessObjects.• Developed IVR and ticket-based analytics to highlight opportunities for agent-level improvements and high-level opportunities to improve processes.• Developed solutions to provide continual reporting on service assurance analytics during transition from Remedy-based ticketing to Salesforce-based ticketing, including hybrid reports.• Performed ad hoc SQL-based reporting as needed for ERC and Elite NOC managers.• Took on ETL process responsibilities for reporting needs as organizational changes expanded responsibilities.• Maintained VM, ensuring updates for VM and ETL tool EasyMorph were executed with minimal impact on reporting needs.

Fairport, Ny

• Researched, developed, and led initiatives for internal Mitel phone system to improve customer experience and reduce demands on agents.• Represented Enterprise repair center in developing integrated IVR solution that automatically loaded customer's account when calling into Enterprise repair answer department.• Implemented coding of calls for better visibility into what drives call volume.• Developed solution to revamp internal IVR system to better route status calls directly to agents' working cases and reduce overall transfer volume among teams.

Fairport, Ny

• Created tickets for customers calling to report service-related issues.• Provided status updates for customers and relayed supplemental information to technicians assigned to tickets.• Transitioned from staffing phones to in-house analysts.• Developed and maintained electronic trouble guide for agent use during ticket creation.• Migrated Enterprise repair answer call quality grading to Microsoft Access solution to simplify and improve reporting capabilities.• Created interaction tracker in Microsoft Access for management to track agent performance issues, identify weak spots, and highlight areas and agents that may require additional training.

Victor, New York, United States

Provided customer service. Identified needs and wants of patients to assist them better. Set up appointments and follow-ups with patients. Worked with patients’ insurance companies to confirm eligibility and coverage for exams and materials.

Delray Beach, Florida, United States

Provided customer service. Operated and maintained production equipment in store. Coordinated production orders with third-party sites for larger jobs. Packed and shipped customer items.

Boca Raton, Florida, United States

Organized stock room and sales floor. Provided customer service.

Lubbock, Texas, United States

Unloaded warehouse, performed cashier duties, and prepared food.