CHRISTOPHER SURGES

Operations & Knowledge Management

PROFILE

Tenured Operations Management executive with over 25 years of experience. Expertise in multiple areas including financial technology, contact center, knowledge management, public speaking, sales, and vendor/client management

CONTACT

PHONE:

414-***-****

EMAIL:

adldkm@r.postjobfree.com

HOBBIES

Educating & Developing

Travel

Cooking

Milwaukee Bucks basketball

EDUCATION

University Wisconsin - Milwaukee

1992

BA Finance & Mathematics

WORK EXPERIENCE

US Bank Global Fund Services – SVP Global Strategy Manager

11/1/2018–5/1/2019

Lead senior level team in researching financial technology opportunities to optimize their use within the global business.

Led Project Management of:

Robotic Automation

Blockchain for Transfer Agency

Artificial Intelligence

Optical Character Recognition

Electronic payment advancement

Workforce Intelligence

Electronic Signature

Speech Analytics

US Bancorp Fund Services – SVP Contact Center Operations Manager

2012 - 2019

Led award winning Contact Center operations team of 100 servicing over 200 Mutual Fund Companies and their shareholders.

Awards & Accolades:

National Quality Review – Best in Class – 2013 – 2019

Categories:

Quality of Service

Accuracy

Professionalism

NICE Global Enterprises – Best Customer Experience – 2017 – 2019

ICMI – Best Overall Small Contact Center – 2018

Best in industry – 2014 – 2019

Average Speed of Answer

Service Level

Abandoned Rate

Employee Retention

Resource & Technology Advancement:

Only Third-Party Service provider ISO 9001:2008 and ISO 9001:2018 Certified.

Developed strategic tiered development program for employee advancement.

Implemented first online chat program for external clients in industry.

Created robotic automation to vastly improve efficiency and reduce risk.

Implemented workforce management technology to reduce scheduling expenses and improve employee work/life balance.

Created dedicated call review team to improve overall customer servicing and allow for customized coaching.

Developed first remote agent program within US Bank.

US Bancorp Fund Services – SVP Sales Reporting Technology Manager & Chief Knowledge Officer

2008 – 2019

Led sales and support team for sales reporting technology offering to clients and assumed Management representative role for ISO 9001 knowledge management certification process.

Sales & Support:

Partnered with vendor to rebrand and sell a Sales Reporting/CRM solution to US Bank Fund Services clients.

Managed vendor and dedicated technology support staff.

Chief Knowledge Officer:

Senior Management representative of the creation and implementation of a knowledge management system used by all staff.

First in industry to successfully certify to ISO 9001:2008 quality management program.

Continued certification to ISO 9001 annual audits from 2008 – 2019.

Certified ISO Director by TUV in 2017.

Keynote & session speaker on knowledge management and contact center operations at conferences:

NICE

ICMI

Contact Center World

Contact Center Executive

US Bancorp Fund Services

SKILLS SUMMARY

Leadership

Operations Management

Strategic Planning

Decision Making

Communication

Quality & Knowledge Management

Risk & Change Management

Innovation

Resource Management

Project Management

Vendor & Client Management

Budget Analysis

Customer Service

Contact this candidate