Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Morris

Oak Ridge,TN

Summary

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.

Overview

14
14
years of professional experience

Work History

Customer Care Manager

Radius
08.2023 - Current
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Section Manager

Avant
08.2018 - 08.2023
  • Identified section KPIs and created measurement mechanism to track operations efficiency.
  • Conducted annual employee performance reviews to recognize achievements and identify areas needing improvement.
  • Executed quality assurance audits and addressed non-complying issues to improve section performance.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.

Coach

Sitel
01.2015 - 07.2018


  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.



Department Manager

Walmart
05.2010 - 05.2015
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.


Education

High School Diploma -

Oakdale High School
Oakdale, TN
05.2009

Skills

  • Quality Assurance
  • Data Analysis
  • Motivational Leadership
  • Employee Coaching and Mentoring
  • Escalation Management
  • Scheduling and Coordinating

Timeline

Customer Care Manager

Radius
08.2023 - Current

Section Manager

Avant
08.2018 - 08.2023

Coach

Sitel
01.2015 - 07.2018

Department Manager

Walmart
05.2010 - 05.2015

High School Diploma -

Oakdale High School

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Christopher Morris