Christopher Smith
New York,NY
Summary
Results-driven HR technology professional with L3 troubleshooting expertise and people management experience, seeking a formal leadership role. Skilled in resolving complex cross-system issues and enhancing team performance while facilitating collaboration among Engineering, Product, and Customer Care. Demonstrated ability to establish processes and scale support in new markets.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Leapsome
New York, New York
04.2023 - Current
- Became the first US-based care team member; as a result, was responsible for establishing US-based processes and ensuring that a new branch of Customer Success in the US was a success.
- Maintained a 97%+ CSAT as an individual contributor.
- Owned processes such as our onboarding webinars, upskilling sessions, and coached team members during onboarding and beyond to establish long-term success.
- Improved significant pain points, such as establishing 'expected product knowledge' resources, took full ownership of the product expert team, and regularly hosted learning deep dives.
- Regularly coach and support the US/EMEA care team to maintain and exceed our targeted KPIs.
Customer Experience, Team Lead
DraftKings
Remote, NJ
02.2023 - 03.2023
- Managed 8 Customer Experience team members for DraftKings Casino and Sportsbook in New Jersey
- Contributed towards strategic initiatives by increasing customer satisfaction, streamlining workflows and analyzing real-time data
- Coached team members in techniques necessary to complete job tasks and focused heavily in professional development
- Provided technical support for customers as well as liaising between different departments as point of contact.
- Facilitated regular team meetings to enhance communication and collaboration.
Manager, Cash Offer Program
Better.com
New York, NY
03.2022 - 11.2022
- Managed team of 12, effectively overseeing the Cash Offer Program, an offering that allowed customers to purchase homes using Better.com's capital. Focused on improving workflows, improving cross-functional/internal & external stakeholder relations and improving customer satisfaction scores.
- Achieved high Net Promoter Score by resolving escalations and responding to customers within an established SLA- Ensured high quality responses and conversations.
- Responsible for training all incoming classes of new program related associates, team leads and individual contributors.
- Collaborated cross-functionally with the Director of Agent Operations, Head of Customer Success and the Mortgage team to create a seamless ecosystem with Better's variety of offerings.
Lead Transaction Coordinator
Better.com
New York, NY
02.2020 - 03.2022
- Grew a team of two transaction coordinators into 140+ during the initial creation of the Better Real Estate brokerage at Better.com. Increased business 200% year over year.
- Hired, trained and managed the transaction coordination team to ensure legal documentation drafting accuracy, upkeep of implemented SLA time and agent/customer satisfaction.
- Worked cross-functionally with internal stakeholders such as the Better Mortgage division, settlement services and homeowner's insurance to improve processes.
- Created a Standard Operating Procedure for the 'Agent Support' team.
- Spearheaded Better Real Estate's Listing program by establishing workflows, training associates and strategizing on listing related initiatives.
Education
Bachelor of Science - Business Administration- Real Estate Concentration
Montclair State University
Montclair, NJ06.2018
Skills
- Team leadership
- Escalation management
- Customer relationship management
- Technical troubleshooting
- Performance coaching
- Team building
- Change management
Certification
Persuasion & Influence in Leadership - Harvard Business School - 2024
Timeline
Customer Care Representative
Leapsome
04.2023 - Current
Customer Experience, Team Lead
DraftKings
02.2023 - 03.2023
Manager, Cash Offer Program
Better.com
03.2022 - 11.2022
Lead Transaction Coordinator
Better.com
02.2020 - 03.2022
Bachelor of Science - Business Administration- Real Estate Concentration
Montclair State University