Christopher Davis
Akron,Ohio
Summary
Accomplished Manager with a robust track record at Signet Jewelers Inc., focusing on operational efficiency and notable cost savings. Demonstrated expertise in project management and conflict resolution, successfully reducing escalated case age by 60%. Proficient in cross-functional team management and Salesforce, driving strategic planning and achieving company objectives through effective team leadership. Committed to continuous improvement and excellence in operational processes.
Overview
21
21
years of professional experience
Work History
Manager Ecommerce Escalations
Signet Jewelers Inc
Akron, Ohio
01.2023 - Current
- Optimized efficiency in resolving cases.
- Reduced average escalated case age by 60% during non-peak periods.
- Streamlined workflows to enhance efficiency and maintain timely completion of seasonal tasks.
- Created solution to resolve STS orders pending over 10 days, resulting in savings of $154,503.
- Achieved cost savings of $33,429.20 by securing DOM permissions.
- Accomplished level three cross training, increasing operational flexibility with assignments.
- Optimized data entry procedures for LPIR and IAR, achieving a minimum savings of 10 minutes per entry.
- Developed and implemented strategic plans to achieve company objectives.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Manager Contact Center
Signet Jewelers Inc
Akron, Ohio
02.2021 - 01.2023
- Enhanced productivity through the development of optimized workflows in Teams and Salesforce.
- Analyzed chat interactions for quality and efficiency.
- Launched internal chat system to enhance agent assistance.
- Deployed C3 platform enhancing communication for field partners.
- Designed comprehensive dashboards for C3 chat.
- Developed streamlined escalation process for manual check and inventory code requests.
Supervisor Credit Operations Business Support Services – Senior Staffing Specialist
Signet Jewelers Inc
Akron, Ohio
08.2016 - 01.2021
- Oversaw development, facilitation, and tracking of IDP for assistant Supervisor.
- Facilitated regular discussions with Assistant Supervisor each week.
- Delivered comprehensive training sessions across all recovery tiers and Customer Care.
- Offered real-time feedback to optimize team effectiveness.
- Created and conducted instructional programs to enhance talent.
- Enhanced training materials to stay aligned with evolving compliance requirements.
- Contributed to launching and training new Customer Care Outsourcer.
- Facilitated productive conversations in consistent weekly interactions with outsourcers.
- Boosted productivity through resolution of workforce challenges.
- Managed recruitment processes through strategic candidate sourcing.
- Coordinated the integration of recruits with Workday tools.
- Led onboarding sessions for newly hired team members.
- Performed recurring assessments of staff allocation and documented results systematically.
- Facilitated regular meetings with Outsourcer to evaluate workforce capacity and progress toward objectives.
- Led on-site training at outsourced partner locations.
- Set specific goals for projects to measure progress and evaluate end results.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
Supervisor Customer Care
Sterling Jewelers Inc
Akron, Ohio
01.2007 - 01.2016
- Supervised floor operations team.
- Coached and trained assistant supervisors to effectively manage high call volumes.
- Created digital training resources tailored for Customer Care staff skill enhancement.
- Implemented effective online training solution for off-site personnel.
- Launched successful program enabling employees to operate efficiently from home.
- Contributed to successful implementation of chat features through rigorous testing and troubleshooting.
- Engineered databases optimizing E-Commerce problem tracking.
- Developed databases to monitor changes in floor management.
- Conducted assessments to determine the quality of proposed software updates.
- Contributed to the successful rollout of Kay.com and Jared.com mobile apps.
- Facilitated training by traveling to outsource team locations.
Credit Trainer
Sterling Jewelers Inc.
Akron, Ohio
01.2004 - 01.2007
- Developed training programs for onboarding team members.
- Delivered comprehensive training across all three Credit Departments.
- Delivered comprehensive post-training feedback to enhance ongoing performance.
- Delivered personalized instruction to teams of diverse sizes, from two up to 25 team members.
- Delivered tailored coaching sessions to individuals and groups.
- Explained goals and expectations required of trainees.
- Evaluated modes of training delivery to optimize training effectiveness.
Authorizations/Recovery/Customer Care
Signet Jewelers Inc.
Akron, OH
11.2003 - 09.2004
- Approved credit applications following updated lending guidelines.
- Managed collection efforts on monthly portfolio totaling $400,000.
- Maintained balance in service decisions to secure $850 million receivable assets.
Skills
- Conflict resolution
- Performance management
- Documentation and reporting
- Complex Problem-solving
- Project management
- Salesforce management
- Competitor research
- Networking strategies
- Disciplinary techniques
- Cross-functional team management
- Expectation setting
- Employee onboarding
- Vendor management
Accomplishments Awards
- Received the Commitment to Excellence award in 2013
- Served on the Diversity Leadership team
Summary Of Experience
- 17 years of leadership experience
- Recruiting, Staffing, and Onboarding
- Training design and facilitation
- Floor Operations Management
- Coaching and Development
- Project Management
- Change Management
- Technology Integrations
- Develop and maintain relationships with Outsourcer partners
Timeline
Manager Ecommerce Escalations
Signet Jewelers Inc
01.2023 - Current
Manager Contact Center
Signet Jewelers Inc
02.2021 - 01.2023
Supervisor Credit Operations Business Support Services – Senior Staffing Specialist
Signet Jewelers Inc
08.2016 - 01.2021
Supervisor Customer Care
Sterling Jewelers Inc
01.2007 - 01.2016
Credit Trainer
Sterling Jewelers Inc.
01.2004 - 01.2007
Authorizations/Recovery/Customer Care
Signet Jewelers Inc.
11.2003 - 09.2004
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