Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Christopher Waddell

Christopher Waddell

Meridian,MS

Summary

Dynamic professional with extensive experience at IQOR, excelling in training and mentoring while enhancing customer service standards. Proven track record in staff management and complex problem-solving, leading to improved team productivity and reduced turnover. Committed to fostering a collaborative environment that drives employee motivation and operational excellence.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Interim Supervisor

IQOR
06.2024 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.

Support Coach

IQOR
01.2023 - Current
  • Analyzed metrics and trends to identify areas for improvement in the support process, leading to continuous enhancements in service delivery standards.
  • Leveraged insights from customer feedback surveys to drive targeted improvements in the support experience offered by our team members.
  • Created a comprehensive troubleshooting guide that streamlined diagnostic procedures while boosting first-contact resolution rates.
  • Improved customer satisfaction by providing timely and efficient support for technical issues.
  • Conducted regular performance reviews to help team members set goals and improve their skill sets.
  • Streamlined support processes for quicker issue resolution and increased productivity.
  • Contributed to departmental initiatives aimed at increasing employee engagement and morale across the organization.
  • Championed a culture of continuous learning and improvement within the team, resulting in consistently high-performance metrics.
  • Facilitated open communication within the team, fostering a collaborative environment that led to improved problem solving capabilities.
  • Mentored junior team members, contributing to their professional growth and ability to handle complex cases independently over time.
  • Enhanced team performance by coaching colleagues on best practices in customer service.

Shift Manager

McDonald's Restaurant
10.2005 - 04.2019
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

CSR

IQOR
04.2019 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Education

N/A - General Studies

Meridian Community College
Meridian, MS

GED -

Meridian High School
Meridian, MS
03.1995

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Employee motivation
  • Decision-making
  • Complex Problem-solving
  • Inventory control
  • Staff development
  • Strategic planning
  • Team building
  • Staff discipline

Accomplishments

Graduated the Scholars program at IQOR . Serv safe certification completed while working at McDonald's also graduated Basic shift management training and Advanced shift management training

Certification

Serve safe and CPR

Timeline

Interim Supervisor

IQOR
06.2024 - Current

Support Coach

IQOR
01.2023 - Current

CSR

IQOR
04.2019 - Current

Shift Manager

McDonald's Restaurant
10.2005 - 04.2019

N/A - General Studies

Meridian Community College

GED -

Meridian High School

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Christopher Waddell