Summary
Overview
Work History
Education
Skills
Affiliations
Training
Timeline
Generic

Christopher D. Lewis

Tampa

Summary

Over 33 years of Contact Center management experience, 30 years within senior management role, and 15 years leading Workforce Management with experience forecasting and planning staffing needs, while developing and implementing successful UAT testing processes. Implemented strategies that increase revenue growth, customer loyalty (NPS/CSAT) and associate satisfaction within an Insurance Sales/ Service, Claims and Bank contact center environment. Managed financial service risk and compliance policies.

Overview

36
36
years of professional experience

Work History

Sr. Supervisor, Development Services

Hillsborough County
09.2023 - Current
  • Manage all call center and walk-in office metrics ensuring customer satisfaction and reporting performance.
  • Manage and support the full operational function of Development Service CRM system.
  • Ownership of strategic level initiatives from inception to implementation.
  • Collaborate with and influence business leaders and stakeholders to identify and implement future state of technology.

Director of Operations

Gray LLC
01.2021 - Current
  • Monitor and maintain compliance and risk policies.
  • Forecasted monthly budget and expense.

Project Manager IV

Centene Corporation
12.2022 - 04.2023
  • Developed, and own process to compile headcount data details for Claims Operations/Contact Centers.
  • Managed process to control request for position backfill and add-to-staff both internal and external.
  • Partner with Workforce Management and Finance to reconcile staffing budget details.
  • Lead research and recommendations for new tools and software to streamline the contact center staffing process.
  • Remote

Director-Contact Center Operations (Contact Centers, Workforce Management) Performance Analytic

The Auto Club Group
04.2011 - 01.2021
  • Led Contact Centers Management to ensure that the club mission and goals were achieved by creating and implementing Quality Management, Workforce Management (Forecasting/Planning), Performance Analytics, and Specialized contact center technology programs (UAT Testing), polices, and procedures.
  • Created processes that led to improvement in overall service levels, transaction efficiencies and cost management.
  • Defined objectives for contact centers systems for stakeholders NPS and CSAT.
  • Managed contact centers forecasting and planning variances for Insurance (Sales/Service) Membership (Sales/Service) Travel, Claims, and Banking Center.
  • Multi-site virtual teams – onsite and work at home.
  • Six direct managers’ report and 32 indirect.
  • Implemented strategic changes to IVR, ACD, CRM, and Customer Effort Score (CES)
  • Provided strategic direction, leadership, mentoring, training, and performance management to direct and indirect leadership teams.
  • Developed, implemented, and managed monthly and quarterly metrics for sales & service business partners.

Performance Director

One Touch Direct
06.2010 - 04.2011
  • Managed all aspects of the customer sales/services for the contact center. Served as project leader for customer care/services related projects.
  • Implemented strategic changes and UAT testing to IVR, ACD, and CRM.
  • Forecasted and analyzed data against budget figures on a daily, weekly and/or monthly basis.
  • Developed, directed and lead call center managers to achieve call center sales goals.
  • Reviewed Quality Assurance processes including real time monitoring of agents to track productivity, metrics, employee demeanor, technical accuracy, and conformity to company policies.

Manager, Quality Assurance Consultant

Walgreen’s Contact Center
12.2009 - 05.2010
  • Led the Quality Analysts unit that responded to and resolved quality issues within the pharmacy contact center. Conduct internal audits to assure that SOP’s, Policies, Procedures, and Quality Plans were adhered to.
  • Performed root causes analysis of identified quality issues to both resolve, issue and prevent future occurrences.
  • Participated in cross-functional supplier selection and approved process.
  • Created, edited, and/or reviewed written procedures outlining activities in a process or system.

Sales/Service Contact Ctr Business Support Mgr. (AVP)

Bank of America Inc.
11.1998 - 12.2008
  • Provided regional leadership and assumed end-to-end accountability for driving Corporate Workplace operational processes, procedures, policies, process mapping using superior project management, and six sigma principles. Responsible for identifying at-risk projects and developing and implementing risk mitigation and control plans.
  • Identified risks to which the firm is exposed, implemented measures to prevent, eliminate or mitigate losses, and monitor outcome/risk level of all product areas of operation.
  • As Business Support Manager, was responsible for staffing and budgeting. Analyzes present state, develops alternative future state approaches, and facilitated implementation. Collaborated extensively with clients and sales officers to provide technological requirements and monitored development to provide input to the client servicing tactical and strategic plans.
  • Advised and served as Subject Matter Expert (SME) for enterprise – wide workforce planning activities; assesses workforce plans ensuring practical business alignment.
  • Spearheaded workforce planning initiatives including critical role and resource capability identification, environmental scanning gap analysis, risk mitigation, and action planning.

Sm. Business Contact Ctr Manager (AVP)

Bank of America Inc.
03.1990 - 01.1998
  • Responsible for performance reviews to assess strengths, and development needs providing feedback and opportunities for growth. Coached, trained, and developed associates, and lead the contact center quality initiatives. Conducted staffing as well as associate training and development.
  • Managed a team of 20-25 Deposit Sales Leaders responsible for directing the overall business process of Sales, including the day-to-day operation of the process. Performed gap analysis between actual performance and the sales plans to close gaps within each region, market, as well as for each sales leader.
  • Reviewed and process various reports related to risk control. Made decisions regarding data, or transactions on customer accounts, escalating exceptions as appropriate. Tracked, reports and resolved cash shortages.
  • Managed call center support operations and directed day to day activities of the call center. Ensured scheduling and forecasting were completed in a timely manner and schedules were communicated to associates.
  • Responsible for driving incremental revenue growth, and establishing polices, and procedures and monitor for compliance.
  • Managed escalated calls, research and resolved complex client issues, analyzes data, identified trends, set priorities, and provided feedback and recommendations to senior management.
  • Supported the management of financial services risk and the banks compliance policies.

Education

Bachelor of Arts - Business Administration And Management

American Banking Institute
Tampa, FL
06-1994

No Degree - Business Administration

Bethune-Cookman College
Daytona Beach, FL

High School Diploma -

C Leon King High School
Tampa, FL
06-1986

Skills

  • Innovation skills
  • Data analysis
  • Staff oversight
  • Employee supervision
  • Process monitoring and improvement
  • Staff development
  • Process improvement
  • Workflow management
  • Schedule management

Affiliations

International F&AM. Masons, Inc.

Training

  • Six Sigma Champions /Greenbelt/DFSS (Certified) / Blackbelt Trained
  • PureConnect IC Phone / Genesys Software / Cisco Phone Software
  • Virtual call routing system User acceptance testing
  • IEX and Call Forecasting /Planning (Certified)
  • Managing Performance Variation (MPV) (Certified) /AchieveGlobal (Trained & Certified Sales Coach)

Timeline

Sr. Supervisor, Development Services

Hillsborough County
09.2023 - Current

Project Manager IV

Centene Corporation
12.2022 - 04.2023

Director of Operations

Gray LLC
01.2021 - Current

Director-Contact Center Operations (Contact Centers, Workforce Management) Performance Analytic

The Auto Club Group
04.2011 - 01.2021

Performance Director

One Touch Direct
06.2010 - 04.2011

Manager, Quality Assurance Consultant

Walgreen’s Contact Center
12.2009 - 05.2010

Sales/Service Contact Ctr Business Support Mgr. (AVP)

Bank of America Inc.
11.1998 - 12.2008

Sm. Business Contact Ctr Manager (AVP)

Bank of America Inc.
03.1990 - 01.1998

Bachelor of Arts - Business Administration And Management

American Banking Institute

No Degree - Business Administration

Bethune-Cookman College

High School Diploma -

C Leon King High School

Similar Profiles

CREATE PROFILE