Chris Drake
Client Services Manager at Experian
- Role
- Client Services Manager at Experian
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
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
Experience
Client Services Manager
Jul 2019 — Present · Allen, TX, US
Education
University of North Texas
Post Graduate Studies in Corporate Training
Texas A&M University
BS
1977 — 1981
Dallas Baptist University
Masters
2005 — 2008
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