Chris W.

Experience

• 

  GoDaddy

  Apr 2014 - now

  Oversee all aspects of operations in call center, messaging, and SMS environment, including developing and optimizing internal policies, resolving customer issues and complaints, and maintaining effective communication among staff and leadership. Manage teams of 30–50 at locations across US and India. Participate in budgeting for new-team development and overall cost reductions per head hired. Plan and implement strategies to better support customers.• Delivered significant cost reduction, increased profits, and retained customers while maintaining stellar customer experience by working with international vendor teams. • Maintained company-leading annual average of 90 or higher transactional NPS following creation of first asynchronous support channel to contain complex customer issues that required more than one contact to resolve; solution was launched in US and later deployed globally.• Successfully scaled first SMS channel for customers directed at support, scaling from several hundred weekly customers to several thousand; efforts resulted in being nominated for 2 Stevie Awards and taking second place for one nomination.• Moved thousands of customers from transactional NPS score of 0–6 to 90–100 following deployment of first directive that focused on customers who identified themselves as detractors and worked with group to repair relationship through multichannel outreach.• Alleviated customers’ concerns about not receiving US-based support by creating training process for India-based customer teams to speak “American” English via text. Show less Supervised more than 20 guides working across 5 specialty areas to ensure strong, positive team culture. Tracked and provided ongoing training and coaching for all metrics and KPIs, including call volume tracking, customer engagement, NPS, and CSS. Provided technical guidance across departments and teams to complete projects and improve customer care through voice and messaging support.• Positioned several guides to be promoted into engineering roles via development of career-building safari program.• Delivered 9.6 average CSS and 71 average NPS YOY via creation of training focused on customer experience and having quality conversations rather than merely meeting targets.• Enhanced customer experience in high-value segments through development of policies and trainings targeted at this demographic.• Boosted customer engagement by optimizing first SMS team to work only with detractors via SMS, which resulted in Stevie Award nomination for team’s success creating positive customer engagement. Show less

  • Manager of Operations

    Jan 2020 - now

  • Hosting Partner Advance Care Supervisor

    Jan 2018 - Jan 2020

  • Hosting Support Supervisor

    Mar 2016 - Jan 2018

  • Hosting Support Coach

    Apr 2014 - Mar 2016