Christopher Teresi

Experience

• 

  Xerox

  Mar 1990 - Mar 2001

  • Led internal services staff providing business operations support to 600-person facility.• Supervised all aspects of facility operations including security and vendor relations.• Documented and streamlined processes reducing operating costs and improving customer satisfaction.• Recognized with Customer First Award. • Led implementation of new enterprise wide ACD system.• Developed and systemically created call flows to support multiple diverse business units.• Designed reporting package detailing agent and operational performance.• Established operational recommendations for business unit leaders based on ACD data.• Recognized with Xerox Achievement Award. • Supervised daily operations in the Customer Care contact center.• Produced daily phone schedule based on forecast data and daily resource availability.• Used real time data to continuously balance phone call and written inquiry resources.• Recognized with Outstanding Cooperation Award. Supported multiple customer service functions including collection of past due accounts, customer billing and adjustments, written inquiry resolution, and call center support. Interfaced with multiple organizational levels to resolve customer inquiries and disputes

  • Facility Services Manager-Midwest Customer Administration Center

    Feb 2000 - Mar 2001

  • Telecom Analyst/Technical Specialist-Midwest Customer Administration Center

    Feb 1998 - Feb 2000

  • Customer Service Team Lead-Customer Care Center

    Jul 1995 - Feb 1998

  • Customer Service Representative-Midwest Customer Administration Center

    Mar 1990 - Jul 1995
• 

  Navistar Inc

  Apr 2001 - now

  • Created the Part Repair Advocate team minimizing customer downtime through parts expediting and proactive dealer stocking initiatives.• Created all standard operating procedures, reporting, and operational metrics.• Collaborated with parts supply chain to push repair parts to key dealers.• Achieved 8% "dealer repair fill rate" improvement for key customers.• Shared business processes with Carlisle Group for inclusion in Automotive Parts and Service Benchmarking Survey.• Lewis B. Campbell Quality Award finalist team member. Show less

  • Sr. Manager, Contact Center Operations

    Sept 2021 - now

  • Parts Program Manager-Uptime Command Center

    Nov 2017 - Aug 2021

  • Parts Operations Manager-Blue Diamond Parts, LLC

    Dec 2015 - Oct 2017

  • Group Manager, Parts Support-Customer Support Center

    Dec 2014 - Nov 2015

  • Product Support Manager-Customer Support Center

    Jan 2012 - Nov 2014

  • Global Order Fulfillment Manager-Global Parts Operations

    Jun 2009 - Jan 2012

  • Customer Service Manager-Midwest/National Parts Distribution Center

    Feb 2006 - May 2009

  • Service Advisor Team Leader-Empoyee/Retiree Information Center

    Apr 2001 - Jan 2006