Chris Crumbley

Experience

• 

  AT&T

  Aug 2009 - Mar 2016

  • Conduct weekly audits for skills and behaviors coached and developed via remote call monitoring, reviewing quality team’s observations, customer experience surveys, and notations on orders placed, attaining a mid-year result in 2015 of 106% in both WTR and NRS attainment.• Gather and analyze data and reporting for skill gap assumption, validation and create monthly individual development plans to improve strategic sales metrics and a mid-year result in Wireless Gross Adds attainment of 120%.• Communicate and partner with key contacts in other departments to improve and streamline processes, procedures, and systems for the organization.• Birmingham call center’s key contact with our Risk Assessment department and develop processes with Risk Assessment to help lower risk and churn and improve center performance, resulting in a 6 percent decrease in Buyer’s Remorse in 3 months.• Recruited and developed team members through the Manager in 60 and Management Development Programs leading to four individuals being promoted into Telesales Managers in under 2 years of mentorship.• Partner with Business Analyst and Quality Assurance Manager to oversee tracking of Acceleration Huddles around self-designed “Your Money Matters” leader board. Saw improvement in utilization of tool and participation in huddles with all Sales Managers over 6 months• Improve communication and teamwork by creating and moderating a Birmingham Chat Room to share best practices, tell success stories, and post job aids which resulted in an eight month improvement for the Birmingham center’s conversion rate improving from an average of 21.5% to 24.9% in eight months.• Host calibration sessions with other team managers to cross pollinate best practices and skills resulting in improvements in Net Rep Satisfaction in both teams.• Create and implement local incentives to exceed forecasted sales targets at a center level. Show less • Partnered with trainers and managers to train and develop new-hire employees. This group ended up becoming my team as an Acting Manager and was one of the top performing teams in September and October.• Focused on LEAP tactics to skill up outliers and improve performance.• Selected out of the 4 MI60s and 2 Acting Managers for the position of Team Manager to help one of our bottom performing teams turn their performance around. Within two months, we made considerable improvements in ACE, as well as improved our conversion rate coming from the bottom performing team to meeting all sales and customer experience targets.• Selected from Manager in 60 Program to lead new hire team as the Acting Manager to develop our bottom performing team of new hires and within two months we became a top 3 performing team month over month.• As Acting Manager of the new-hire team, identified key strategic behaviors and developed plans for each employee, resulting in our success as a top ranked team in Birmingham.• Exceeded sales targets by demonstrating behaviors from the sales process and Ranked #2 in Birmingham DMDR in 2011. • Utilized by team managers to host team meetings, and share best practices in group huddles.• Zero Quality Alert Flags from the Quality Team in 3 years as a Telesales Representative. Show less

  • Telesales Manager

    Sept 2012 - Mar 2016

  • Telesales Representative

    Aug 2009 - Aug 2012
• 

  DIRECTV

  Apr 2021 - now

  Sr. Program Project Manager

  • Analyze a variety of performance reporting to identify potential operational processes, skills, product knowledge, and learning gaps that may lead to decreased performance.• Partner with and collaborate with site leadership to help validate behaviors and processes that impact performance.• Develop curriculum to skill up site leadership on leadership skills and product knowledge, and remove operational barriers inhibiting success.• Conduct and facilitate key learning sessions through a variety of methods such as on site consulting, teleconference remote learning sessions, web conferences, and creating and distributing training curriculum and resources.• Follow up key learnings through facilitating and participating in weekly calibration sessions, review site performance reporting, and collaborating with site leadership on enforcing follow up plan. Show less