Christopher Horn

• Customer and Vendor Relations: Effectively managed relationships with a diverse group of vendors, customers, and subcontractors to ensure seamless communication, timely project delivery, and mutual satisfaction.
• Customer Service Guidelines: Developed and implemented comprehensive customer service policies and procedures to standardize and enhance the customer experience across all touchpoints.
• Training and Development: Designed and delivered training programs for customer service staff, equipping them with the skills and knowledge necessary to provide exceptional service and resolve issues efficiently.
• Customer Retention: Spearheaded initiatives that resulted in improved customer retention rates by fostering trust, addressing concerns proactively, and ensuring a high level of client satisfaction.
• Issue Resolution: Led efforts to resolve complex customer and vendor disputes, maintaining professionalism and achieving outcomes that aligned with company goals.
• Process Improvement: Identified areas for improvement within customer service workflows and implemented solutions that increased efficiency and reduced response times.
• Cross-Functional Collaboration: Partnered with internal departments, including operations and sales, to align customer service efforts with organizational objectives.

Key Achievements:

• Increased customer retention by over 20%
• Reduced customer complaints by streamlining communication channels and enhancing support processes.
• Recognized as employee of the year (2022).