Chris Wright

Experience

• 

  DISH Network

  Dec 2001 - now

  My team manages the vendor relationships for six external contact centers across Asia and Central America, partnering with three vendors. We provide the tools, resources, and support needed to deliver world-class customer experiences. Our focus is on increasing competency and improving communication through data-driven insights, identifying opportunities, and implementing effective resolutions. We place a strong emphasis on optimizing processes—not just directing what to do, but clarifying how to do it. This approach drives measurable results. We foster a collaborative environment across our vendor locations, ensuring the implementation of best practices and operational efficiency.I led a project based team focused on field strategy and delivery across several lines of business within our customer experience organization. We provided insights to help stakeholders make informed decisions and maintained a consistent focus on enhancing processes. Annually, we partnered to deliver on a customer experience incentive spanning our corporate and field teams. We analyzed field wages, and offered recommendations for employee hiring and retention. We led efforts to implement market rate adjustments in three on site locations. In collaboration with our reporting teams, we provided our field teams with all the data needed to execute on performance appraisals for agents, coaches, and managers. I worked cross-functionally to define and implement wireless agent metrics and weights across various agent groups. Show less I led the Dish University business unit. We were responsible for onboarding all frontline employees within the Dish PayTV customer experience organization. My team and I partnered closely with human resources, talent acquisition, training, field leadership and senior leadership to deliver the best possible experience to our new employees. During their time in University, we helped our newest team members apply what they learned in the classroom and build the foundational skills needed to be successful throughout their careers. Customer experience is a top priority at Dish and as such, this was a focus of the development we provided from day one. All of which was done 100% virtually. Being responsible for University affords me countless opportunities to problem solve and innovate. I used feedback and data to help us be more strategic about the way we do things. Show less

  • Senior Business Operations Manager

    Oct 2022 - now

  • Customer Experience Leader/Site Leader

    Dec 2001 - Dec 2022
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  NRV Gateway Realty

  Mar 2004 - now

  Real Estate Salesperson

  I'm an active, licensed real estate agent in the state of Virginia.