CHRISTOPHER BOURG
Layton,Utah
Summary
Experienced in enhancing team productivity and operational efficiency, Excel in conflict resolution, and creating positive work environments through effective communication, empathy, mediation, and problem-solving. Expertise extends to business analysis, data-driven decision-making, and building strong relationships across organizational levels. Demonstrate patience and strategic decision-making in conflict resolution while staying focused on achieving business objectives. Currently advancing in Business Intelligence and Analytic Management, eager to apply meticulous attention to detail and diverse skill set to drive business success. As a detail-oriented team player with strong organizational skills, thrive in managing multiple projects simultaneously with a high level of accuracy. Actively seeking a full-time position that offers professional challenges and allows me to utilize my interpersonal, time management, and problem-solving abilities effectively.
Overview
18
18
years of professional experience
Work History
Customer Care Supervisor
Golden Customer Care
10.2023 - 03.2024
- Managed daily operations of a Customer Support team, consistent of up to 13 customer service representatives. Implementing streamlined KPI tracking using new Excel templates to enhance data accuracy. Identified and addressed inefficiencies to boost team productivity, resulting in a 20% increase in customer satisfaction surveys. Analyzed call trends, conducted regular reviews of customer service interactions, and facilitated coaching meetings. Fostered positive relationships with management, HR, and customers, elevating team morale and motivation through recognition of individual achievements and a supportive work environment. Established clear performance expectations, improving staff accountability and service consistency. Maintained up-to-date knowledge of industry best practices, integrating them into team processes. Conducted regular performance evaluations and implemented corrective action plans as needed to drive continuous improvement.
Sales Support Supervisor
Global Payments Integrated
01.2023 - 08.2023
- Managed a team of sales support professionals, consistently meeting or exceeding departmental performance metrics. Analyzed sales data to identify trends and make recommendations for improvements in both strategy and execution. Championed the adoption of CRM software within the sales support team, significantly improving data accuracy and accessibility for all team members. Achieved business needs by maintaining team productivity. Mentored employees for career progression, ensuring adherence to company policies and timely submission of time sheets to payroll. Implemented streamlined procedures that enhanced efficiency, benefiting the company, customers, and employees alike. Conducted regular performance reviews for sales support staff, identifying areas for improvement and implementing appropriate action plans. Served as a liaison between the sales team and other departments, facilitating smooth communication and collaboration on cross-functional projects. Implemented effective training programs for new hires, ensuring seamless integration into the sales support team.
Client Care Supervisor
Global Payments Integrated
01.2021 - 01.2023
- Led and supervised a customer service department comprising up to 18 team members. Developed training materials to ensure consistent service quality across the Client Care team. Analyzed performance metrics, identifying areas for improvement and implementing targeted strategies. Implemented new procedures for efficient client care, resulting in improved customer loyalty. Facilitated the professional development of employees, guiding them toward advancement opportunities. Enforced company policies and managed the timely submission of employee time sheets to payroll. During escalation calls, effectively communicated various company services' features, advantages, and disadvantages to enhance customer retention, employing de-escalation techniques. Enhanced client satisfaction by promptly addressing concerns and providing effective solutions. Successfully maintained compliance with all industry regulations and internal policies while handling sensitive client information with utmost discretion. Collaborated on cross-functional projects aimed at enhancing the overall customer journey from start to finish. Facilitated regular team meetings to discuss performance goals, progress updates, and ongoing challenges. Mentored junior staff members, fostering professional growth and boosting team productivity.
Senior Benefits Consultant
GoHealth
09.2020 - 01.2021
- Guided Medicare recipients in making crucial decisions related to their insurance plans, ensuring alignment between their medical needs and the available products and services
- Educated customers on insurance/Medicare information, facilitating informed decisions that best suited their insurance needs.
Area Foreman - Production/Manufacturing
Cornerstone Building Brands
06.2019 - 06.2020
- Managed a diverse team of 23 employees within a fast-paced manufacturing environment, fostering a culture of collaboration and accountability to achieve production targets while maintaining high-quality standards
- Implemented comprehensive safety protocols and conducted regular training sessions to ensure adherence to occupational health and safety regulations, resulting in a significant reduction in workplace incidents
- Provided ongoing mentorship and coaching to team members, identifying individual strengths and areas for development to foster career growth and enhance overall team performance
- Facilitated seamless payroll processes by overseeing accurate timesheet submissions and collaborating closely with the payroll department to resolve any discrepancies or issues promptly, ensuring employee satisfaction and adherence to payroll deadlines.
Petty Officer
United States Navy
07.2006 - 01.2017
Education
Bachelors in Business Intelligence and Analytics -
DeVry
05.2025
High School Diploma -
Brazoswood High School
Clute, TX01.2006
Skills
- Python Coding Abilities
- Microsoft Office
- Google Suite
- Data Modeling
- Project Management
- Problem-Solving
- Attention to Detail
- Time Management
- Employee Management
- Account Management
- Coaching
- Mentoring
- Forecasting
- Employee Payroll
- Empathy
- Mediation
Timeline
Customer Care Supervisor
Golden Customer Care
10.2023 - 03.2024
Sales Support Supervisor
Global Payments Integrated
01.2023 - 08.2023
Client Care Supervisor
Global Payments Integrated
01.2021 - 01.2023
Senior Benefits Consultant
GoHealth
09.2020 - 01.2021
Area Foreman - Production/Manufacturing
Cornerstone Building Brands
06.2019 - 06.2020
Petty Officer
United States Navy
07.2006 - 01.2017
Bachelors in Business Intelligence and Analytics -
DeVry
High School Diploma -
Brazoswood High School
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