Christopher Forsyth
Pittsburgh,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude. Dedicated to streamlining operations to improve colleague and customer experiences while promoting organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact colleague success.
Overview
10
10
years of professional experience
Work History
Contact Center Manager, Credit Card Advisory Team
Citizens
11.2018 - Current
- Oversee employee performance to foster accurate prioritization and achievement of productivity goals.
- Lead 16 supervisors in two locations.
- Promoted one call resolution and ownership by eliminating hand offs and empowering Advisory colleagues to maintain customer issues that require additional research for resolution.
- Monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed and implemented customer service escalation procedures tailored to the Advisory team.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues impacting the customer and colleague experience to senior management. Maintain strong open collaboration with risk, product and operations partners to ensure Advisory/Contact Center is prepared for initiatives and customer impacting projects.
- Tracked trends and suggested enhancements to both challenge and refine policies and procedures.
Contact Center Manager, ICR Research Team
Citizens
Pittsburgh, PA
03.2017 - 09.2018
- Developed and deployed new processes and procedures for the ICR Research team created as a result of a reorganization of the ICR escalation teams.
- Assign Customer Care cases evenly among research team members to ensure balanced workloads and timely resolution of customer escalations that require additional research.
- Collect and Identify escalation trends while collaborating with product partners for potential process and experience improvements.
- Coach and develop a team of 10-15 colleagues located in multiple sites. Ensure team members have access to resources that assisted with timely resolution of customer issues.
Contact Center Manager, ICR Team
Citizens
Pittsburgh, PA
02.2015 - 03.2017
- Effectively recruited and onboarded 10 internal new hires as a result of an expansion and creation of a new Immediate Customer Response Team.
- Managed a team of Contact Center Advocate, ensuring top-notch service delivery to customers.
- Coached and developed colleagues on the team to provide an exceptional customer experience while adhering to Bank policy and procedures.
Education
High School Diploma -
Fort Cherry High School
Mcdonald, PA05.1999
Timeline
Contact Center Manager, Credit Card Advisory Team
Citizens
11.2018 - Current
Contact Center Manager, ICR Research Team
Citizens
03.2017 - 09.2018
Contact Center Manager, ICR Team
Citizens
02.2015 - 03.2017
High School Diploma -
Fort Cherry High School
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