Cristopher Kuehl
VP, Consulting & Analytics
Colorado Springs,CO
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Multi-tasking Consultant well-known for successfully taking projects from beginning stages to completion. Polished and professional offering proficiency in Interaction Analytics and Advanced Analytics technologies. Commended for consistently meeting new technical challenges and finding solutions to satisfy customer needs.
Overview
18
18
years of professional experience
Work History
VP, CX Consulting & Analytics
Sitel
Colorado Springs, CO
12.2018 - Current
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation and data modeling.
- Tracked costs and expenses to compare with original budget and identify failure points.
- Developed comprehensive business cases to analyze costs, benefits, ROI and TCO of proposed solutions.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Developed virtual teams with focus on trust development and extreme programming.
- Saved more than $1 million by renegotiating AI outsourcing contract.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Provided outstanding service to clients to maintain and extend relationship for future business opportunities.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
Director
Charter Spectrum Communications
Colorado Springs, CO
01.2017 - 12.2018
- Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
- Developed and led Speech Analytics, Technical Administration, Data Visualization, and Gamification groups.
- Managed a visual analytics work stream responsible for SQL, SAS, R and Micro Strategy analytical processes.
- Responsible for Charters Enterprise Behavioral Quality solution driven by Nexidia Speech Analytics.
- Implemented new behavioral quality strategy and tactical planning targeting key metrics and ensured standardized measurement definitions.
- Behavioral Quality drove improvement in targeted metrics, including AHT, Transfer Rate, and FCR in pilot locations by 2-15%.
- Expanded team to support 88 call centers with an agent population of 33,0000.
- Implemented Nice Performance Manager allowing supervisors to use speech queries to target coaching and measure outcome metrics based on behaviors coached to.
- Partnered with Operational leadership, Client Success Managers and other key groups to drive acceptance of new program with key lines of business.
Sr. Manager, Customer Relations
Cabelas
Sidney, NE
01.2013 - 09.2017
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
- Managed budget and forecast for $27 million in cost, and $130 million in revenue annually.
- Developed and led Operations, WFM, Training, SOP, IT, and other support teams with unified vision and strategy.
- Managed an analytics team responsible for SQL and SAS analytical processes, Fraud analytics, and speech analytics using Verint.
- Responsible for Contact Center analytics to help drive Sales, reduce repeat contacts and increase customer satisfaction.
- Developed and implemented new reporting for key metrics and ensured standardized measurement definitions over five contact centers.
- Reduced Operations expenses by $280,000 in the first year, and $6.9 million career to date.
- Re-defined VOC questions to help improve actionable insight and modeling of customer behaviors and expectations.
- Used ACSI methodology as well as predictive modeling measure impacts.
- Led project to drive focus of five key metrics to increase frontline, back office and staffing effectiveness while reducing costs with no impact to customer satisfaction ratings.
- Led and managed outsourcing process, including but not limited to vendor selection, contract negotiation and day to day business operations.
Sr. Manager, Operations Management Desk
SYKES
Lakeland, FL
01.2005 - 10.2013
- Managed, team to maintain a Workforce database (eWFM 7.1 to 7.4) for a multi-site operation including 900+ Agents.
- Responsible for forecasting call volume, determining FTE (staffing requirements) and creating agent schedules for all departments within the center.
- Maintain the vacation allowance and approvals system utilizing a SQL database.
- Perform reporting tasks to determine various types of trending in the center including but not limited to Absenteeism, Time Off, Abandonment, etc.
- Create what-if scenarios to determine staffing needs based on requests from business needs and management requests.
- Create and maintain on-line MS Excel forms for use by Management and Agents.
- Developed action plans to reach and maintain all client requests and metrics based on SOW.
- Planned and implemented budget for all clients in my centers averaging $23 million yearly revenue.
- Month to month follow up for forecast accuracy driving gross profit dollars and SGA costs.
- Help decrease costs by implementing the “Pooling Principal” driving increase profitability amounting to 4% yearly profit or $230,000 gross profit.
- Increased GP on key client by 10% in a rolling yearly action plan.
Skills
Relationship building and retention
Performance metrics analysis
Budgeting /Financial Planning
Analysis & Evaluation
Client Relationships
Team Leadership & Development
Customer and employee rapport
Relationship building
Timeline
VP, CX Consulting & Analytics - Sitel
12.2018 - Current
Director - Charter Spectrum Communications
01.2017 - 12.2018
Sr. Manager, Customer Relations - Cabelas
01.2013 - 09.2017
Sr. Manager, Operations Management Desk - SYKES
01.2005 - 10.2013