Chris Safford
Westminster,MA
Summary
Change management and IT adoption leader with over 15+ years of driving transformational change using project management methodologies. Expertise in analyzing complex issues and identifying opportunities for improvement. Leader of cross-functional teams in software and business process implementations, ensuring effective communication of technical concepts to all stakeholders. Strong relationship-builder focused on enhancing client satisfaction and loyalty.
Overview
6
6
years of post-secondary education
20
20
years of professional experience
Work History
Call Center Supervisor
Renewal by Andersen
Northborough, Massachusetts
08.2024 - Current
- Coordinating the operations of 30+ on-site/remote inside sales representatives.
- Addressed concerns raised by sales directors, event managers, and project consultants to facilitate smooth operations.
- Identifying customer’s objections and guiding sales team to address concerns and overcoming objections.
- Ensure sales team is assessing the prospects have budget, timeline, need, and authority to buy products.
- Train new inside sales representatives on systems, procedures, and customer service standards.
- Produced analytics to identify opportunities for meeting or exceeding key metrics.
Business Consultant
Toolsgroup
Boston, MA
03.2022 - 07.2023
- Consultant for 'S099+' software, a SaaS application suite that supports decision-making using "Fulfillment-Driven" techniques to plan the Supply Chain.
- Consultant for 'S099+' software, a SaaS application suite that supports decision-making using "Fulfillment-Driven" techniques to plan the Supply Chain.
- Managed client upgrades and calibrations to existing set-up, ensuring minimal disruption to production processes.
- Led technical training sessions for customers' cross-functional teams, increasing user adoption and enhancing solution value.
- Managed internal/external ticketing process, created metrics to measure closure time, and reduced closure time by 40%.
- Created/maintained technical and user-friendly documentation for software applications for internal/external references.
Manager, Change Management
OnProcess Technology
Boston, MA
09.2016 - 03.2022
- Developed change plans to ensure the successful adoption of changes within the organization and adherence to all client data security requirements.
- Consulted with clients to clarify needs and intentions of changes, ensuring proposed solutions met requirements.
- Solution consultant for all IS application changes for client programs from submission to completion. Managed/supervised a team of 5 (3 BSAs/2 developers).
- Developed change plans to facilitate successful adoption of changes while ensuring compliance with client data security standards.
- Created pseudocode design documentation and estimated the level of effort and cost for project completion.
- Created pseudocode design documentation and determined the estimated level of effort/cost to complete the job.
Service Delivery Manager
OnProcess Technology
Ashland, MA
07.2012 - 09.2016
- Client relations manager for some of our reverse logistics programs. Managed clients such as Philips Lifeline, Varian, Nokia, Ciena, Juniper Networks, etc...
- Developed and maintained rapport with multiple clients, enhancing customer retention and loyalty.
- Worked with stakeholders to identify, analyze, and prioritize operational requirements to meet/exceed client service level agreements (SLAs).
- Created client specific meaningful KPIs and reports to properly measure performance.
- Worked with stakeholders to identify, analyze, and prioritize operational requirements to meet or exceed client service level agreements (SLAs).
- Assisted the sales team with qualifying new sales opportunities and presenting demos to prospective and new clients.
Manager, Service Inventory Planner
OnProcess Technology
Ashland, MA
06.2006 - 07.2012
- Managed our partners, Nortel Networks and Avaya, spare parts planning for their warranty exchange programs. Led a dispatch team of agents and planners.
- Managed our partners', Nortel Networks and Avaya, spare parts planning for their warranty exchange programs. Supervised a dispatch team of agents and planners.
- Coordinated with multiple departments to enhance parts availability, maintain inventory accuracy, and support financial performance.
- Analyzed inventory performance metrics (ABC analysis, inventory turns, SLA adherence) to ensure optimal supply levels and minimize investments, overstocks, and stockouts
- Managed trouble shelf of non-conforming returns and reduced turnaround time to introduce inventory back into the repair cycle by 50%.
- Supervised a 24/7 dispatch team of 15 agents (on-site/remote) and 2 service inventory planners as well.
Education
Bachelor of Science (BS) - Business Administration/Management
Becker College
Worcester , MA 09.2001 - 12.2005
Certificate - Small Business Administration/Management
Burdette College
09.1999 - 12.2000
Skills
- Client Relationship Management
- Program Management
- Project Management (Agile/Scrum/Waterfall)
- Supply Chain Management
- SaaS Implementation/Management
- IT Service Delivery
- Operational Efficiency
- Performance Metrics Analysis
- Cross-Functional Leadership
- Pre/Post Sales Support
- Microsoft SQL
- Microsoft Office Suite (Excel, Access, PowerPoint, Visio)
- Problem-Solving Skills
- Adaptability
Timeline
Call Center Supervisor
Renewal by Andersen
08.2024 - Current
Business Consultant
Toolsgroup
03.2022 - 07.2023
Manager, Change Management
OnProcess Technology
09.2016 - 03.2022
Service Delivery Manager
OnProcess Technology
07.2012 - 09.2016
Manager, Service Inventory Planner
OnProcess Technology
06.2006 - 07.2012
Bachelor of Science (BS) - Business Administration/Management
Becker College
09.2001 - 12.2005
Certificate - Small Business Administration/Management
Burdette College
09.1999 - 12.2000