CHRIS M. DURHAM
Lebanon,TN
Summary
Versatile Senior Director specializing in Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
23
23
years of professional experience
Work History
Senior Director of Customer Support
Medhost
02.2014 - Current
- Achieved departmental goals by developing and implementing strategic plans and initiatives.
- Streamlined operations for increased efficiency with process improvements and automation.
- Increased employee satisfaction, providing regular coaching and feedback sessions.
- Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Implemented cost-saving measures through effective resource allocation and budget management.
- Reduced employee turnover rates by creating a positive work environment with clear expectations and support systems in place.
- Navigated complex regulatory environments to ensure compliance with local laws, standards, and regulations relevant to the business domain.
- Grew talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Led development of business operation processes and policies.
- Prioritized and allocated valuable resources to meet business targets.
- Administered 13 million dollar yearly budget with no overages.
Director of Customer Support
MEDHOST
- Responsible for multi-queue customer support team handling over 120,000 calls a year
- Led a multi-level management team
- Responsible for managing a budget of 2.4 million dollars
- Responsible for all aspects of performance
- Led departments to record metric performance
- Trained in Six Sigma / Lean
- Led multiple Lean projects
- Responsible for the hiring and development of my management team
- Develop and setup new service offerings for customers
- Work with executive leadership on customer escalations.
Senior Manager of Customer Support
MEDHOST
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Developed strategic plans for business growth, resulting in increased revenue and market share.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Mentored junior staff members for skill development and career progression within the organization.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
Hardware Manager
MEDHOST
- Improved hardware performance by implementing advanced diagnostics and troubleshooting techniques.
- Streamlined inventory management for increased efficiency in tracking and maintaining hardware resources.
- Developed comprehensive maintenance schedules to ensure optimal hardware functionality and prevent downtime.
- Collaborated with cross-functional teams to integrate hardware solutions into existing systems, resulting in seamless operations.
Process Improvement Manager
MEDHOST
- Enhanced process efficiency by identifying bottlenecks and implementing targeted improvements.
- Streamlined workflows for increased productivity through thorough analysis and optimization of existing processes.
- Reduced operational costs with the implementation of Lean Six Sigma methodologies.
- Improved customer satisfaction rates, addressing pain points in service delivery processes.
- Collaborated with cross-functional teams to develop and implement best practices for process improvement initiatives.
- Developed comprehensive process maps to provide clarity on current state operations and identify areas for improvement.
- Trained staff on process improvement techniques, fostering a culture of continuous improvement within the organization.
- Championed change management efforts, driving organizational buy-in for newly implemented processes and systems.
Technical Support Area Manager
Dell Computer Corporation
12.2000 - 02.2014
- Responsible for entire queue of 145 agents / across 3 sites
- Led queue to highest overall performance to date (93% customer satisfaction)
- Handle high level customer escalations
- 14 direct reports / 5 managers / 9 support
- Developed productivity reporting for daily use
- Attend weekly cross-site meetings with Sr
- Leadership
- Manage Service Level for multi-site queue
- Responsible for all performance aspects of the queue (customer sat, productivity, warranty cost).
Technical Support Manager
Dell Computer Corporation
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Developed comprehensive training programs to continuously upskill the technical support team.
Production Control Manager – 2nd shift
Dell Computer Corporation
- Improved production efficiency by streamlining processes and implementing new systems.
- Reduced lead times for product delivery through effective scheduling and resource allocation.
- Managed inventory levels to ensure optimal stock availability and minimized carrying costs.
- Collaborated with cross-functional teams to resolve production bottlenecks, enhancing overall workflow.
Operations Manager II
Dell Computer Corporation
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Operations Manager I
Dell Computer Corporation
Operations Supervisor
Dell Computer Corporation
Education
Bachelors Degree in Business Management & Human Relations -
Trevecca-Nazarene University
Nashville, Tennessee01.2024
High School Diploma -
Mount Juliet High School
Mount Juliet, Tennessee05.1992
Skills
- Budget Oversight
- Strategic Planning
- Data Analytics
- Talent Development
- Reporting Oversight
- Resource Allocation
- Organizational Improvement
- Operations Planning
- Documentation and Reporting
- Cross-Functional Communication
- Troubleshooting and Problem Resolution
- Training and Development
- Team Leadership
- Performance Management
- Conflict Resolution
- Quality Assurance
- Policy Implementation
- Financial Analysis
- Budgeting and Forecasting
- Customer Relationship Management
- Cross-functional Team Coordination
- Operations Management
- Organizational Development
- Change Management
- Employee Development
- Customer Service
- Employee Coaching and Mentoring
- Hiring and Training
- Goal Setting
- Performance Evaluations
- Performance Reviewing
- Scheduling and Coordinating
- Interpersonal Relations
Activities
- Who’s Who Among American College Students Nominee
- Awarded FY03 Customer Experience Gold Award-Dell
- Awarded FY04 Customer Experience Gold Award – Dell
- American Society of Quality Control Member (ASQC)
- Customer Appreciation Award-Campbell Hausfeld
- Perfect Attendance Award-Campbell Hausfeld
- President Vocational Industrial Clubs of America (VICA)
- Cooperative Education Student of the Year
- State Public Speaking Finalist
References
References available upon request
Timeline
Senior Director of Customer Support
Medhost
02.2014 - Current
Technical Support Area Manager
Dell Computer Corporation
12.2000 - 02.2014
Director of Customer Support
MEDHOST
Senior Manager of Customer Support
MEDHOST
Hardware Manager
MEDHOST
Process Improvement Manager
MEDHOST
Technical Support Manager
Dell Computer Corporation
Production Control Manager – 2nd shift
Dell Computer Corporation
Operations Manager II
Dell Computer Corporation
Operations Manager I
Dell Computer Corporation
Operations Supervisor
Dell Computer Corporation
Bachelors Degree in Business Management & Human Relations -
Trevecca-Nazarene University
High School Diploma -
Mount Juliet High School
Similar Profiles
Todd BrownTodd Brown
Director of Financial Product Management at MEDHOSTDirector of Financial Product Management at MEDHOST
Kyle CannonKyle Cannon
Contract Build Specialist, Automation Lead at MEDHOSTContract Build Specialist, Automation Lead at MEDHOST
Angela SteelyAngela Steely
Accounts Receivable Team Leader at MEDHOSTAccounts Receivable Team Leader at MEDHOST
Lamika ScottLamika Scott
Merchandiser at PL MarketingMerchandiser at PL Marketing
Alyssa TippettAlyssa Tippett
Purchasing Agent at D.R. HortonPurchasing Agent at D.R. Horton