Christopher Watkins Email & Phone Number

Tempe, Az

Successfully develop supervisory staff to deliver outstanding team leadership/motivation. Manage account issues, process warranties, support supervisors in daily tasks and challenges, and oversee daily workflow to ensure operational efficiency.Supervise the tasks and performance of seven supervisors, each overseeing teams of 15 call center representatives.Manage overall customer service initiatives to ensure proper troubleshooting and the delivery of sales goals.Coach supervisors in staff training/mentoring to improve sales and achieve efficiency/performance metrics.Conducted a key sales training for the entire call center on sales technique improvements to achieve success.Analyze daily reports to review metrics, sales achievements, individual absenteeism and payroll.Played a key role increasing cellular customers from 1.5MM to 2.5MM over the past year. Identify, recommend and support the implementation of various programs to improve call center processes.Support a collaborative work environment, execute/monitor corporate policy/procedure compliance, assist in the hiring and onboarding of new staff, and address/resolve difficult and disruptive employee issues and situations.

Tempe, Az

Initially joined the company through Adecco, a temp to hire agency, as a Customer Account Advisor (CAA), taking customer calls, and engaging in sales and troubleshooting device/service issues to ensure optimal customer service and retention.Achieved an average of 100 sales per month over a goal of 60, receiving Employee of the Month twice, and then entering the supervisor-in-training program, receiving a promotion to supervisor within six months of hire.Managed a 15-person call center team and led sales training, leading the team to a #1 ranking four months in a row, and increased occupancy availability for the customer to 99% over a corporate standard of 96%.Delivered feedback to each CAA on the team and assisted in resolving difficult customer issues.Incorporated tactics and procedures to increase performance and workflow while preparing metric reports.Achieved recognition for having the most representatives on the team promoted within the company.Oversaw 20 individuals as a mentor, and engaged in training one supervisor to take over the previous role.Trained new hire classes as the training supervisor, instructing an average of 50 team members every two weeks.Strategically updated all new hire training materials, presentations and procedures to ensure comprehension.

Indianapolis, Indiana Area

Engaged in materials handling and assisted in monitoring warehouse production for the company making and distributing copper, zinc and magnesium nutrients for farm animals. Ensured staff compliance with all safety policies and procedures.Supervised a ten-person team, overseeing performance to ensure all shift operations were completed efficiently.Led the team in efficiency enhancements, raising production from one to two tons of product per day to ten.Engaged in filling, lifting, sealing, stacking and wrapping 55-pound finished product bags for shipment.Safely operated a forklift, pallet jack, chain hoist, scaler and sifting shaker machine.