Director

KRIS R. MOORE

Dallas/Fort Worth, TX **************@*****.*** 214-***-****

Global Customer & Operations Support Executive

Profile

Energetic, driven, growth-focused leader offering comprehensive experience in diverse industries. Expertise in improving operational efficiencies, while interfacing with multiple functions throughout large-scale and complex organizations, with a strong proficiency in developing highly effective teams.

Portfolio

Six Sigma Black Belt ASQ Certified Business Analytics Project Management

Operations Contact Centers Lean Process Improvement

Business Development P&L Management Training & Development Client Management/Relation

Multi-Site Management Vendor Management Customer Service Change Management

BPO Management Logistics SAAS CRM

PMO Management Onshore/Offshore IT Executive Management

KPI Management Contract negotiations Telecommunications RFP/SOW Development

Professional Experience

T-Force – Dallas, TX 2018 - 2020

TFI International, a North American leader in the transportation and logistics industry.

Director, National Support Team

Leader of the sales support, business development and customer support functions for the entire organization while overseeing client relationships, internal relationships and account operations.

Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; ensuring business user requirements are met or exceeded; establishing technical, production, productivity, quality, and customer-service standards.

Centralized 46 regional customer support teams into 2 National Contact Centers, developed and implemented policies, processes and operating procedures resulting in KPI improvements:

75% increase in First Call Resolution

90% reduction in Average Speed of Answer

68% reduction in Abandoned Calls

Maintain and improve operations by monitoring system performance; identifying and resolving root cause problems; ensuring adequacy of action plans; completing system audits and analyses; and managing system and continuous quality and efficiency improvement programs.

Reduced Freight level variances by 30% corporate wide.

Accomplish human resource objectives by overseeing recruiting, orienting, and training employees; managing employee performance in a way that is linked to business objectives; planning and reviewing compensation strategy; and establishing a talent development strategy and plan.

Meet financial objectives by estimating requirements; preparing an annual budget (including annual branch service chargebacks); scheduling expenditures; analyzing variances; initiating corrective actions.

Streamlined customer escalation process that accelerated response times by 10%.

Initiated team building activities; improved employee morale rating by 15% through EAS.

VXI Global Solutions – Dallas, TX 2015 - 2018

Providing business process and innovative technology outsourcing services for global companies.

Global Director of Client Services and Operations

Managed global outsourcing customer support operations, vendor client relations, service delivery, business development, contract negotiations and PMO for onshore/offshore initiatives.

Launched multiple AT&T/Direct TV global call centers of 350+ agents, exceeding timeline by 7 months.

Senior level positions across a diverse set of disciplines including tech support, customer service, sales, accounts receivable, inbound/outbound loyalty and new customer provisioning.

Fully responsible for operational delivery and KPI attainment for assigned clients.

Grounded expert with proven achievements analyzing operations, creating viable action plans and controlling cost through skilled resource utilization.

Successful recovery of lost accounts through process improvements, including training, quality, Client relations and WFM.

Ensure performance by collecting, analyzing, and summarizing current performance / quality data trends to standards established in Service Level Agreements (SLAs); developing medium- and long-term roadmaps for performance and quality improvement.

Sprint Corporation – Irving, TX 1988- 2014

A telecommunications company that provides wireless services and internet services.

Senior Regional Manager

Directed large national teams in lifecycle management and network technical support for an expansive account base of wireless and wireline Fortune 500 companies.

Directly managed customer-facing Implementation Managers, Implementation Specialists, Engineers, and Service Managers; also oversaw cross-functional staff such as human resources, legal, quality assurance, technical support, customer service, training, and sales personnel.

Owned accountability for project definition and execution, including all aspects of planning, risk assessment, delivery, change management, and issue resolution.

Led organization/development of a nationwide after-hours team inclusive of methods and procedures.

Managed a mission critical communication tower project for a $27M contract.

Built a new nationwide revenue recovery team that brought in $32M+ within one year of launch.

Initiated efficiency processes/procedures that reduced Verizon’s escalations 76% and expedites 41%.

Consolidated all SBC affiliates into one group and maintained $35M revenue per month for this customer, with highest score card ever given to Sprint by an RBOC.

Developed and produced M & Ps for OCN order implementations.

Created a SWAT TEAM for large complex projects and introduced process control changes that raised revenues $3M-$5M per month, exceeding corporate targets.

Drove creation of web access for RBOC, which reduced internal calls 48% and customer calls 72% while facilitating a $17M per month revenue increase.

Received Distinguished Achievement Award, Quest outstanding Performance Award, multiple quarterly Excellence awards, and Teamwork Award.

Senior Network Service Manager (1995-1998)

Led a diverse, cross-functional team in designing, engineering, and implementing network solutions for large corporate clients; simultaneously functioned as primary point-of-contact and advocate for the customer, working to resolve critical issues through corrective actions and root cause resolution.

Reduced Internet congestion 80% for a key strategic customer: Savvis.

Lowered Wholesale MTTR (Mean Time to Repair) 30% and cut Blockbuster MTTR 22%.

Drafted a business case and gained approval for a Network Service Manager’s Conference that resulted in high levels of collaboration and the creation of a standard Network Handbook.

Directed development of Sprint’s Managed Network Services centralized team to introduce new processes and procedural controls that reduced failure rate from 27% to 12% within six months.

Recovered SBC and Mary Kay Cosmetics accounts through strong customer relations and support.

Received Ambassadors award and 1st Quarter Excellence Award.

Additional Work History Available Upon Request

Education & Certifications

Certified Six Sigma Black Belt ASQ Certified Manager

Proficient in Project Management & Business Analytics Techniques/Methodologies

Completed training in Managing Process Improvements, Strategic Consulting, Coaching, Developing Leaders, Problem Solving, Leading Teams, Tactical Leadership, Improving Operations & Team Productivity,

Business Financials, Conflict Management, BAP (Business Analytics), and Expanding the Business

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