Chris Drake
Client Services Manager at Experian
Based in Dallas-Fort Worth, United States
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Seniority
Manager
Department
Customer/Client Service
Location
Dallas-Fort Worth
Industry
Information Services
Company size
25K
Contact information
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c•••••••@experian.com
Phone
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Background
About Chris Drake
Call center leader with expertise in coaching and mentoring managers and supervisors in a 24x7 call center, improving employee engagement, driving first call resolution, social media customer service, work at home, root cause analysis, recruiting and hiring, sales and workforce management. • Delivered over in savings analyzing and negotiating adjustments and revising Methods and Procedures • Improved outsourced call center’s First Call Resolution (FCR) by 22% which drove a 7% improvement in enterprise-wide customer satisfaction • Achieved over 99% order accuracy without additional cost by utilizing formal quality process • Reduced call center agent attrition by 49% by improving Manager and Supervisor coaching • Supported call center in achieving J.D. Power & Associates certification on 1st attempt Specialties: Contact Center Management Mapping Customer Journey Lowering Customer Level of Effort Self Service Voice of the Customer (VOC) Social Media Customer Care Work at Home Omni Channel Quality Assurance Root Cause Analysis Coaching and Mentoring Outsourcing/BPO Sales Management Balanced Scorecard Process Improvement Start-up Operations Change Management Strategic Planning Content Development
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