Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Passions
Timeline
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CHRISTOPHER CHAMBERS

Marietta,USA

Summary

Experienced Contact Center and Customer Success Leader with over 17 years of experience in leading Contact Center, Call Center, and Customer Success operations. Expertise in CRM, Salesforce, workforce management, and strategic planning. Key achievements include revolutionizing patient care by reducing staff attrition by 53% and achieving a 5% abandon rate, scaling contact center operations from 25 to 1200 FTEs, and implementing CRM systems to drive a 3% increase in productivity and an 88% connect rate. Seeking a leadership position at a company where I can utilize my Contact Center and Customer Success skills to support operational excellence and enhance customer satisfaction.

Overview

17
17
years of professional experience

Work History

Director of Contact Center Operations

Aylo Health
Atlanta, GA
04.2022 - Current
  • Lead strategy sessions and workshops for the Contact Center and Patient Care Services.
  • Optimize workflows and systems for improved call quality and patient care.
  • Expanding the contact center team and developing key operational efficiencies, aligning with the mission to create a seamless patient experience.
  • Manage a team of 4 direct reports, 80 Patient Reps, and 36 Clinical Coordinators.
  • Spearhead training programs, achieving internal and external performance targets by compiling call data, and leading service level improvement efforts.
  • Implemented the IVA system and developed the agent knowledge base article and training portal, boosting operational efficiency, including self-service initiatives.
  • Decrease attrition by 53% and meet the industry standard abandonment rate of 5% through staff engagement and operational improvements, through customer journey mapping.
  • Guide strategic planning, growth projections, and budget development, scaling the contact center from 25 to 130 FTEs, and launching a successful work-from-home program.
  • Implemented workforce management systems, developed a training team, and optimized agent call scripts, reducing wait times, and improving call quality.
  • Define and monitor monthly, quarterly, and annual performance goals to ensure CX initiatives, and interface with C-level executives to present successful outcomes.
  • Maintained a high level of communication with customers through various channels such as phone, email, chat.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Implemented quality assurance measures such as monitoring calls or interactions with customers in order to ensure compliance with company standards.

Vice President of Customer Success

Summit Health
Manhattan, NY
12.2019 - 03.2022
  • Company Overview: VP of Customer Success, Care Management, and Call Center Operations at Summit Health, 'City MD,' in Manhattan, NY.
  • Managed 7 direct reports, 120 patient advocates, 48 nurse care managers, and 22 referral coordinators.
  • Hired, developed, mentored, and led a customer contact center handling up to 15,000 customer inquiries per week across voice calls, chat, and emails, and maintained an over 88% connect rate to meet organizational SLAs.
  • Spearheaded operations while increasing productivity and revenue by 30%, in addition to expanding services to meet organizational needs and growth.
  • Established departmental OKRs, metrics, and training and development to drive accountability.
  • Launched QA and WFM programs.
  • Implemented CRM Salesforce to help drive efficiency, resolution rate, and enhanced customer experience.
  • Launched a remote program to meet growth needs as a productivity and retention driver.
  • Promoted and improved customer experience, tracked customer satisfaction and process improvement, policies and procedures, and automated customer solutions to drive customer loyalty and retention.
  • VP of Customer Success, Care Management, and Call Center Operations at Summit Health, 'City MD,' in Manhattan, NY.
  • Developed and executed strategic plans to support the vision of the organization.
  • Advised senior executives on approaches for resolving complex issues impacting operations.
  • Hired, trained, and mentored staff members to maximize productivity.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.

Director of Patient Access Center

Northwell Health
Melville, NY
01.2014 - 11.2019
  • Led a multi-site contact center environment for Patient Access Services, Revenue Cycle, and Workforce Management.
  • Managed various communication channels, achieved high conversion rates, and low error rates.
  • Improved SLA, ABR, and quality scores across operations.
  • Managed 10 direct reports, 1,000 FTEs across 2 contact centers in different geographical locations, and 300 BPO agents.
  • Directed multi-site contact center environment for Patient Access Services, Revenue Cycle, and Workforce Management.
  • Managed over 350,000 monthly inbound calls, 112,000 outbound calls, 20,000 emails, and 15,000 chats, with a scheduling error rate below 3% and a conversion rate of 70%.
  • Maintained an SLA of 85%, a 3.5% ABR, and a quality score of 92% while planning daily operational strategies, including call routing, team workflows, and promotional initiatives.
  • Established and measured voice of customer goals, and monitored company performance relative to goals on a weekly and monthly basis.
  • Improve employee engagement survey results by 40%, and increase the participation rate by 55% from the previous year through the implementation of mentorship programs geared towards the professional development of staff, and changing the workplace culture to empower employees with decision-making.
  • Prepared presentations for board meetings summarizing key developments within the company.

Sr. Manager

Trump Organization
New Rochelle, NY
04.2008 - 01.2014
  • Company Overview: Sr
  • Manager, Trump Organization in New Rochelle, NY
  • Guided day-to-day activities involving over 200 residents, subcontractors and property managers
  • Managed over 80 daily work requests, Avg 50 new work orders while coordinating logistics to verify over 300 deliveries
  • Trained, coached and mentored over 30 staff members, while consistently meeting the needs of residents while building a culture of trust
  • Revamped 100% CRM updates and backups, report generation and troubleshooting requisition which improved customer experience by 28%
  • Sr
  • Manager, Trump Organization in New Rochelle, NY

Education

M.B.A - Management

Hofstra University
Hempstead, NY
01.2017

BBA - Information Technology

Monroe College
New Rochelle, NY
01.2013

Skills

  • CRM
  • Customer journey mapping
  • IVR
  • Quality Assurance
  • Call routing
  • Salesforce
  • Strategic Planning
  • System Integration
  • Tool / Technology
  • Communication Analytics
  • Leadership
  • Vendor Management
  • Workforce Management
  • Contact Center
  • Customer satisfaction
  • Customer experience
  • Omni-channel
  • Microsoft Office
  • Customer Relationship Management
  • Call center technology
  • Coaching and mentoring

Accomplishments

  • Revolutionized Patient Care by reducing attrition by 53%.
  • Scaled contact center operations from 25 to 130 FTEs.
  • Enhanced Customer Service with a 30% productivity increase.

Languages

English, Native

Passions

Leadership & Development

Timeline

Director of Contact Center Operations

Aylo Health
04.2022 - Current

Vice President of Customer Success

Summit Health
12.2019 - 03.2022

Director of Patient Access Center

Northwell Health
01.2014 - 11.2019

Sr. Manager

Trump Organization
04.2008 - 01.2014

M.B.A - Management

Hofstra University

BBA - Information Technology

Monroe College

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