Christopher Harmon

About Christopher Harmon

Results oriented and transformational Operations Manager with a proven ability to lead…

Experience

1. Central Technician Support Manager

   Mood Media

   Apr 2010 — Present · Fort Mill, SC, US

   Recruited to implement and lead new North American Technician Support Center to transform and create a new corporate single point of contact paradigm for field technicians to increase efficiencies, enhance their productivity, reduce cost, improve technician supplementary sales, manage service delivery networks, and provide client support and training.• Effectively assembled a team of subject matter experts from various disciplines throughout Muzak to create a unique centralized support center for Muzak and Independent Affiliate field technicians to provide technical assistance, service review, and technician sales support.• Developed process improvements throughout organization to allow Technician Support Center to play key role in raising technician’s billable add on sales 990% from over to over in annual sales in the departments first 18 months.• Organized support from department heads throughout Muzak to overcome departmental barriers to implement goal of consolidating technician support roles from 18 separate call centers into one central call center for field technicians.• Led implementation of portable technician tablet that allowed technicians to manage their schedules, search corporate inventories, order equipment, research technical drawings and specifications, program devices, and capture client signatures.• Successfully optimized call center to achieve company-wide recognition for the highest per team member call volume averaging over 70 calls daily with the lowest abandon rate of only 1.8%.• Engaged in project management role to launch the next generation of satellite receivers for Mood Media, writing all technical documentation, providing training throughout the company, and onboarding entire Independent Affiliate Network.

Education

• The University of Texas at Arlington

  Bachelor of Business Administration (BBA)

  1986 — 1992

Skills

• Scrum
• New Product Roll Out
• Crm
• Software Documentation
• Cost Control
• Budgets
• Process Improvement
• Call Centers
• Business Development
• Performance Improvement
• Team Management
• Sales Operations
• Control System Management
• Management
• Team Building
• Technical Writing
• Field Service Support
• Video
• Account Management
• Real-Time Control Systems
• Businsess Process Redesign
• Digital Media
• Change Management
• Technology Evaluation
• Networking
• Strategic Partnerships
• Metrics Development and Tracking
• Sales
• Talent Management
• Marketing
• Project Planning
• Streaming Media
• Post-Sales Support
• Project Management
• Digital Signage
• Integration
• Team Leadership
• Business Relationship Management
• Product Management
• Talent Development