Christopher C.

Responsibility: Led end-to-end customer experience operations for high-volume, multi-channel support teams across phone, email, and chat. Managed onsite and remote team performance, workforce planning, quality assurance, escalations, and cross-functional collaboration to improve CSAT, reduce repeat contacts, and strengthen customer retention. Key Accomplishments: • Led and coached 35+ full-time and 10+ contract agents across onsite and remote teams to consistently meet SLA, CSAT, and productivity targets. • Optimized workforce scheduling and forecasting to improve coverage, reduce backlog, and maintain service levels during peak demand. • Reduced customer escalations and repeat contacts by refining escalation pathways and standardizing resolution workflows. • Improved service quality by identifying performance gaps, implementing QA programs, and delivering targeted coaching and development plans. • Partnered with HR to recruit, interview, onboard, and train new hires, accelerating ramp time and improving early performance. • Managed CRM workflows and multi-channel communications to improve response times and customer satisfaction. • Served as senior escalation lead for complex customer issues, protecting revenue and brand trust.

Responsibility: Supported daily operations for multi-channel customer support teams, assisting with workforce scheduling, performance management, QA initiatives, and process improvements to meet service-level targets and customer satisfaction goals. Key Accomplishments: • Supported CRM-driven scheduling and forecasting to maintain service levels and reduce queue backlog. • Assisted with performance management and coaching to improve first-contact resolution and quality scores. • Implemented process improvements that reduced average handling time and improved service consistency. • Monitored quality trends and provided insights to leadership to address performance gaps and training needs.

Responsibility: Acted as senior frontline support resource, providing real-time guidance to agents while managing escalations and supporting quality assurance efforts in a high-volume environment. Key Accomplishments: • Provided real-time coaching and queue management support to frontline agents across phone, email, and chat. • Led escalation resolution to reduce repeat contacts and improve customer satisfaction. • Conducted QA reviews to improve service consistency and adherence to service standards.

Responsibility: Delivered frontline customer support in a high-volume, queue-based environment, resolving order, delivery, and service-related inquiries across phone and email channels. Key Accomplishments: • Resolved complex customer issues while meeting quality and productivity targets. • Consistently exceeded service quality standards through proactive problem-solving and adherence to CX guidelines.

Responsibility: Managed daily mailroom operations within a regulated financial services environment, supporting internal stakeholders, vendors, and third-party partners. Key Accomplishments: • Oversaw daily operations, service request tracking, and compliance with safety and security protocols. • Created capacity reports and allocation tracking to support workload planning and operational efficiency. • Coordinated corporate office moves and logistics with minimal disruption to business operations.

Completed four years of coursework toward a Bachelor’s degree in Business Management / HR Management. Earned Dean’s List honors and maintained a 4.0 GPA throughout enrollment. Relevant coursework included management, operations, and organizational leadership.