Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Naylor

Columbia,SC

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office and personnel management, performance management, project management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Overview

22
22
years of professional experience

Work History

Operations Coordinator

Teleperformance USA
02.2023 - 01.2024
  • Spearheaded the ramp of a 2 new vertical insides Teleperformance dealing with a large investment and trading company and tax prep assistance with 7 different lines of business
  • Used data analytics to build new key performance metric plans and understand the client needs
  • Building/Managing KPI reports and updates for both internal and external updates on performance and trends
  • Developed and implemented leadership fundamental training for the entire support staff including team leaders and customer experience managers to drive overall performance with customer and client satisfaction.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Director of Customer Experience and Site Leader

Teleperformance USA
09.2021 - 02.2023
  • Overseeing operations and client relations for the domestic AT&T account during its ramp and steady state ensuring key performance metrics centered around customer service, customer retention, and sales targets were maintained
  • Ramping of 3 physical sites along with work from home staff.
  • Conducted regular training sessions to enhance employees' knowledge on product offerings and services.
  • During this time, I was also working from the Columbia, SC site physically overseeing the general site needs and staff from 2 other accounts who were working from the inside the site.
  • Set up metrics for tracking progress against goals set out for enhancing the overall user journey.
  • Created, maintained and monitored service level agreements for customers.

Director of Customer Experience

Teleperformance USA
Remote
03.2021 - 09.2021
  • Overseeing operations during an account acquisition for a major Automotive company based in Detroit, MI
  • Formulated policies and procedures for creating an exceptional customer experience across all channels.
  • Developed and implemented customer-centric strategies to improve customer experience.
  • Realigned business needs for Teleperformance inside of a new vertical being the automotive industry
  • As we took over the contract, we assessed current staff from the previous vender and onboarded them as Teleperformance employees while building new process improvements and leadership fundament training to improve key performance metrics and overall efficiency of the previous staff.

Operations Manager

Teleperformance USA
Remote
06.2019 - 03.2021
  • Overseeing operations for a major insurance client with 2 lines of business inside the Columbia, SC site
  • Implemented new leadership foundations training leading to improved KPI performance and client relationship resulting in additional headcount growth and sustainment and extension of the contract with the client.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.

Operations Manager

Teleperformance USA
Columbia, SC
06.2010 - 06.2021
  • Relocated to Columbia, SC to take over operations on the AT&T Domestic DirecTV, Mobility, Streaming, pilot programs, and Customer Loyalty groups
  • During this time frame developing team leaders and managers to reach top of the scorecards in performance which lead to being awarded pilot programs such as New Customer Welcome Team and the new AT&T TV service during its trial stage before national launch
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.

Operations Manager

Teleperformance
Albany, GA
06.2002 - 06.2010
  • Started out handling inbound calls as a CSR in Albany, GA doing Tech Support for BellSouth, then moved to every position within a call center, including training, work force management, HR, recruiting, and call center manager.

Education

Teleperformance University
01.2010

Darton College

Skills

  • Multitasking skills, ability to facilitate meetings and conversations with both internal staff and external client
  • Complete understanding of call center logistics with 21 years’ experience in all aspects of call centers from operations and training, to recruiting and HR
  • 18 years’ experience as a call center/operations manager with headcount exceeding 1000
  • Ability to motivate teams and ID roadblocks and formulate solutions
  • Ability to analyze performance trends, data, and uncover root cause of gaps in people processes, finical, and KPI performance
  • Budgeting and Cost Control Strategies
  • Experience working with on site and remote clients and operations
  • Yellow Belt Lean Six Sigma Certified

Timeline

Operations Coordinator

Teleperformance USA
02.2023 - 01.2024

Director of Customer Experience and Site Leader

Teleperformance USA
09.2021 - 02.2023

Director of Customer Experience

Teleperformance USA
03.2021 - 09.2021

Operations Manager

Teleperformance USA
06.2019 - 03.2021

Operations Manager

Teleperformance USA
06.2010 - 06.2021

Operations Manager

Teleperformance
06.2002 - 06.2010

Teleperformance University

Darton College

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Christopher Naylor