Talk to sales Try for Free
Christopher Hill

Christopher Hill

Aviation Electronics Technician

Followers of Christopher Hill569 followers
location of Christopher HillSeattle, Washington, United States

Connect with Christopher Hill to Send Message

Connect

Connect with Christopher Hill to Send Message

Connect

  • Timeline

  • About me

    Customer-Focused Operations Manager with 20+ Years of Multi-Industry Leadership Experience

  • Education

    • Western Governors University

      -
      Bachelor of Science - BS Business Management

  • Experience

    • US Navy

      Aug 1990 - Apr 1996
      Aviation Electronics Technician

      Performed troubleshooting and repaired complex electronic systems, employing the latest test equipment and procedures.

    • Law Enforcement Associates

      Nov 2002 - Aug 2007
      Federal Sales Representative / Customer Service Manager

      Built a fully-fledged customer service department from the ground up and earned a nationwide reputation for efficiency and expertise in the law enforcement and military surveillance industries. Led a 25-person customer service team. Promoted to Federal Sales Representative in August 2005.

    • Blue Cross and Blue Shield of North Carolina

      Aug 2007 - now

      Lead a multilevel contact center across five sites in two countries, as well as remote workers across the U.S. Partner widely with leaders in all departments to execute change initiatives and maintain a high level of customer service. Key achievements:⇨ Increased first-call resolution from 85% to 95% (measured via post-call surveys)⇨ Improved inquiry timeliness score from 90% to 98% within 15 calendar days⇨ Mentored supervisors on best practices in hiring, staff development, workforce management, and various customer service issues Show less Consulted on workforce planning and forecasting projects for multidimensional customer service ecosystems with multiple locations, serving commercial, state and federal government, and corporate customers across the U.S. Key achievements:⇨ Developed and launched a concierge buy-up service that offered higher-touch service for members, guidance on cost-saving initiatives, and development opportunities for employees ⇨ Provided expert support for 50 performance guarantee groups, including financial analysis, forecasting, relationship management, operational projects, and staffing controls Show less

      • Senior Manager, Operations

        May 2016 - now

      • Manager, Service Operations

        Nov 2014 - May 2016

      • Operations Consultant & Workforce Management Forecasting Analyst

        Aug 2007 - Nov 2014

  • Licenses & Certifications

    • Diversity and Inclusion Training

      Blue Cross NC

    • Change Management

      Visier Inc.