Quality Assurance Customer Service

CHRISTOPHER WILSON

**** ******* ** **********, ** 15218

Email **********@*****.***

(Home) 412-***-****

(Cell) 412-***-****

Summary

Dynamic professional with extensive experience successfully managing operations, quality assurance, Customer Service, and

Sales. Exceptional record of reducing cost, increasing revenue, and improving quality and productivity while simultaneously

reducing client losses and employee turnover. Able to provide the strategic vision and leadership necessary to guide

organization to achieve market dominance. Additional areas of expertise include:

P&L Management Operational Execution / Productivity Budgeting & Planning

Process Improvement Vendor Contract Negotiations Employee Development

Quality Assurance Dispatch Operations Installation

Sub Contractor Development Fleet Management Call Center Operations

Inventory Management Team Building & Leadership Customer Service

PROFESSIONAL EXPERIENCE

2012 – PRESENT

VECTOR SECURITY PITTSBURGH PA

OPERATIONS MANAGER

Oversee operations division supporting western PA, OH, MD,and WV markets. Manage installation and service staff, project

managers, warehouse, and sub partners. Oversee project activities from conceptualization to execution including technical

specifications, staged inspections, progress monitoring, site management and workload assignment. Responsible for achieving

budgeted commercial and residential, customer care, and quality assurance goals.

Notable Accomplishments:

Improved efficiency and profitability – Developed successful workforce scheduling process by utilizing software tools

to maximize overall installation and service performance.

Total Revenue – Increased operational margins 6% by maximizing field performance and reducing unnecessary

inventory cost. Expanded business development opportunities up selling extended warranties and services.

Standardized training and quality assurance- Personally designed standardized new hire training platform for

installation and service technicians. Implemented quality assurance initiates aimed at increasing employee and sub

contractor performance.

Developed inventory management methods and procedures– Created standardized inventory management procedures

that reduced inventory shrinkage by 12%.

2009 – 2012

COVERALL NORTH AMERICA PITTSBURGH PA

REGIONAL DIRECTOR

Oversee dissemination of information pertaining to the franchise documents and sale of franchises. Developing long and short

range plans for the operation of the region. Provide timely budget forecasts regarding but not limited to business levels,

financial requirements, personnel needs, organizational plans and facility requirements needed to support the region and thei r

projected effect on investment and earnings. Establish performance standards for each departmental area within the region,

evaluate performance of department needs against the established standards and work with them in improving and maintaining

these standards. See that office relations are maintained in a fair and consistent manner and in accordance with corporate

policies and objectives.

Notable Accomplishments:

Sales Growth – Play key role in increasing franchise owner sales from 10% to 60% through effective s ales, marketing,

and operations management strategies. .

Total Revenue – Able to increase gross profit margins 17% through root cause analysis and process management

initiatives. EBIDTA results have exceeded corporate average by 4%.

Performance Improvement – Improved onsite customer starts from 54% to 97% by implementing project planning

system based on teamwork, quality, and customer satisfaction

CHRISTOPHER WILSON Page 2 of 3

ECHOSTAR COMMUNICATIONS (DISH NETWORK) PITTSBURGH PA 2007 – 2009

REGIONAL DISPATCH MANAGER

Responsible for overseeing the Northeast, Midwest, and Southeast Regions. Managed and organized schedu ling and routing

over 10,000 jobs per day. Directs P&L, reporting, and calendar management responsibilities for all areas associated with the

region. Worked closed with Subcontractors, RSP clients, retailers, sales, and specialized commercial accounts. Oversee hiring,

training, employee development, Quality assurance, and scheduling. Exceeded company’s profitability and operational goal

goals and surpassed customer service levels by successfully managing the scheduling, routing, and calendar management tas k

improving customer experience. Managed a staff of 930 including hiring, developing, coaching, counseling, appraising and

rewarding as well as providing educational and experiential growth opportunities.

Notable Accomplishments:

Developed new quality assurance program improving overall dispatching and routing results.

Established new hire on line training tool. Developed national employee recognition program aimed at increasing

employee productivity. Successfully reduced field OT cost while incr easing productivity.

Established on boarding process for new supervisors and managers. Established new routing process for commercial

techs and subcontractors increasing overall daily production and year end results. Developed national scorecard

measuring both field and dispatching results. Effectively mentored management staff to successfully utilize leadership

skills more productively.

ECHOSTAR COMMUNICATIONS (DISH NETWORK) PITTSBURGH PA 2003 – 2007

REGIONAL OPERATIONS MANAGER

Responsible for overseeing residential and commercial installation within the Northeast region. Directs P&L respo nsibilities

for all areas associated with the region. Responsible for achieving regional sales, operations and installation goals. Partic ipates

in development of fiscal budgets. Manages and develops new business opportunities and strategies. Work collabora tively with

Regional Service Providers and subcontractors. Oversees hiring, training and recruiting needs. Provides daily leadership to

employees within the region including sales, dispatching, commercial teams, and installation business units. Responsible for

developing and executing advertising and promotions for retailers. Responsible for achieving regional installation goals and

ensuring 100% customer/consumer satisfaction.

Notable Accomplishments:

Facilitated management team in the development of customer care key performance objective efficiencies, retention

performance, and development and growth plans.

Reduced inventory management cost by 8% while improving overall productivity.

Played key role in standardizing regional dispatch and service tech training.

Successfully lead team through standardize quality assurance and regional safety initiatives.

CHRISTOPHER WILSON Page 3 of 3

ECHOSTAR COMMUNICATIONS (DISH NETWORK) PITTSBURGH PA 2002 – 2003

GENERAL MANAGER

Responsible for the administration, operations and installation activities of assigned offices within the Western Pa and West

Virginia region. Directs P&L responsibilities for the office, responsible for achieving regional installation goals, participates in

development of fiscal budgets, manages and develops new business opportunities and strategies, oversees hiring, training and

recruiting needs, provides daily leadership to employees within the department. Responsible for promoting installation services

directly to retailers and consumers, complies with management reporting and communications as requested. Travels to meet

with prospective clients, customers, and local service centers and attend company meetings, as required. Responsible for

achieving regional installation goals

Notable Accomplishments:

Established local communication processes eliminating communication barriers impacting both field support and

dispatch department. Developed and implemented local employee recognition program aimed at increasing employee

productivity. Actively involved in building a centralized dispatching team to support the region.

Successfully increased employee morale which played an essential role in union decertification.

Effectively increased overall daily production and year end productivity results. Increased year to date safety

scorecard results. Effectively mentored management staff to successful ly utilize leadership skills more productively.

Recipient of Distinguished Service award.

ADELPHIA COMMUNICATIONS PITTSBURGH PA 1996-2002

REGIONAL CALL CENTER MANAGER

Responsible for managing fast pace customer care & dispatch center of 600 employees; handling an average of 800,000 calls

per month. Implemented sales and support processes that increased revenues and cash flow. Responsible for staffing,

forecasting, reports analysis, sales performance, product service support, budgeting, and employee development.

Notable Accomplishments:

Implemented training and mentoring programs, reducing employee turnover rate from 12% to 2% within two years.

Increased overall customer satisfaction by implementing new procedures for timely delivery. Worked collaboratively

with corporate marketing staff with development of incentive programs. Created performance management programs

that develops and rewards employees based upon commitment and performance. Includes leadership concepts such as

“role model” that aids in the development of every employee on the team. Instituted quality assurance procedures

resulting in increase in overall customer care.

Headed up successful project to reduce unnecessary truck roles by 60%. Instrumental in developing call center

policies/processes for attendance, representative performance standards, and emergency back up plan for all

technology systems. Utilized project management techniques to implement technology infrastructure inc luding

telephone systems, help desk support, IEX forecasting workforce management software, E -business, and voice

networks.

EDUCATION

Carlow University, Pittsburgh PA

Masters Degree – Training & development

West Chester University, West Chester PA

Bachelor of Science – Business Administration

Minor – Criminal Law

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