Christopher A. Gargaro

Experience

• 

  Illumifin

  Sept 2005 - Sept 2017

  Operations Manager - Call Center & Policyowner Services

  Led cross-functional contact center and team of leaders for dynamic customer service center for insurance carriers.• Implemented artificial intelligence system which decreased volume by 9% in first year• Created career progression path which caused over 20 to be promoted internally in first four years of existence• Reduced SLA penalties by over 80% in four years • Shortened resolution time on customer complaints by 22% year over year

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  Self Esteem Brands, LLC

  Nov 2016 - Dec 2021

  Senior Director

  Led team that provided IT, security products and installation to 4,000 Anytime Fitness franchise operations worldwide.• Set and managed operational budget of $20M+• Reduced franchisee cost of entry by 17% with no reduction to internal margins• Sourced third-party retail installers for organization using current market conditions & tracked via CRM system• Implemented control program which reduced returned product by 16% in first year post-implementation• Improved company Net Promoter Score from -8 to 70+ in first 12 months maintained for three years• Reduced average customer wait by 3+ minutes and customer complaints by 27%• Reduced franchise owner cost of entry by 15% and enhanced brand marketing, awareness and sales• Increased first call resolution by over 30% in first 18 months Show less

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  FMP, Inc.

  Feb 2022 - now

  Senior Account Manager

  Oversee implementation and enhancement of full-scale IWMS SaaS and service options for accounts in public, higher education and government sectors.• Write and negotiate new contracts, renewals and enhancements• Developed 3- and 5-year IWMS roadmaps for clients to provide aggressive ROI• Advise and educate partners on mix of options that will reduce expense and enhance overall Facilities process• Respond to open RFP requests for both government and private sector entities for contracts over $1M Show less