Chris Headley
Omaha,NE
Summary
Creative, broad thinking professional with 20 years of deep payments industry knowledge. Dedicated to leveraging that experience to deliver on helping merchants win in the market and reduce friction within internal process and policy.
Overview
8
8
years of professional experience
Work History
Enterprise Customer Success Manager
PayPal
Omaha, Nebraska
04.2018 - Current
- Among top performers in department KPI's which lead to increased product penetration and higher in-year revenue
- Lead process improvement and problem-solving efforts with CSM and Management team to solve for concerns raised in yearly satisfaction survey to improve department communication and training
- Mentored new team members on how to achieve high KPI metrics, reduce merchant churn & decline and other departmental best practices
- Provided input into on-going development and support of internal processes, policies to ensure peak efficiency
- Collaborated with cross-functional teams and stakeholders to develop creative solutions to complex process issues with internal tools
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Met or surpassed renewal rates and upgrade goals.
Self Assessment & Effectiveness Specialist
PayPal
Omaha, Nebraska
03.2016 - 04.2018
- Assisted in creation of PayPal's Consumer Complaints Program to ensure compliance with all Consumer Financial Protection Bureau (CFPB) and Federal Trade Commission (FTC) Privacy Regulations
- Led projects and analyzed data to identify opportunities for improvement for current future needs of complaints program
- Ensured no breach of sensitive customer financial information was improperly disclosed during interactions (via phone, email and social media) to maintain adherence to all FTC privacy regulations to avoid CFPB fines
- Supplied coaching and feedback in teammate interactions with customers to improve performance and ensure compliance to communication policy
Education
Bachelor of Arts - English Literature
Dana College
Blair, NESkills
- Revenue growth
- Staff mentoring & leadership
- Inter-department collaboration
- Consultative sales techniques
- Natural Leader
- Champion voice of clients
- Exceptional interpersonal communication
- Supporting client needs
Timeline
Enterprise Customer Success Manager
PayPal
04.2018 - Current
Self Assessment & Effectiveness Specialist
PayPal
03.2016 - 04.2018
Bachelor of Arts - English Literature
Dana College