Christopher Arndt

Background

About Christopher Arndt

I am a result-focused individual with 20+ years experience in Contact Center Management. My experience includes Operational and Program Management across a variety of industry verticals including Technology, Carrier Service, Healthcare, and Financial Services. My area of expertise includes short and long term program strategy, staffing management in a dynamic environment, financial focused results, tactical focus of customer key metrics (Customer Satisfaction, First Contact Resolution, Quality, Average Handle Time, Occupancy, Adherence, etc.), delivery of critical financial components (Absenteeism, Retention/Attrition). I have managed multiple lines of business at once with headcounts ranging from 30 to 150 associates. My program financial successes includes successfully delivering on P&L, for Revenue and Gross Margin, for +$16m programs. This has been accomplished by open communication with teams and peers, setting clear and compelling expectations that translate to revenue generating activities, proactively planning Staffing management, and open dialogue with client partners on recovery of lost revenue through uncontrollable means. I also have experience in assessing analytical results and creating presentations to demonstrate findings and actions to drive performance. This includes above average knowledge of Microsoft Excel, PowerPoint, and Word. Additionally, I've owned the process to present performance results to internal and external partners, which highlight the various results, impacts, and actions on the program.