Customer Service Care

CHRISTOPHER ROBERT RAY

**** ******** *****, *******, ** 23663

Ph# 757-***-**** email *********@*****.***

ABOUT ME

Sales and customer service manager with over 25 years of experience in areas of customer service, needs based selling, customer retention and revenue recovery. Contact center professional with experience in Quality Assurance and Team Floor assistance and management. Helped manage staff from as few as 5 to as many as 20.

EXPERIENCE

The Great Courses

13 years 6 months total

Customer Care Manager November 2018-June 2025 6 years 7 months Chantilly, VA. US

Provide support to the customer care operation team by giving world class customer service on each and every interaction from both The Great Courses and The Great Courses Plus platforms. Help remain as a constant figure in overcoming a very challenging time due to technological innovations in which clients need assistance and patience to meet and exceed their business needs. First Street

Sales Support Manager August 2018-February 2019 6 months Colonial Heights, VA

Provide support to clients in selling Zinger chair and Zinger chair accessories to those who were in need of walking and mobility assistance through sales based interviewing techniques via phone. Conducted one on one meetings with clients in person and performed demonstrations on how the product worked to ensure and guarantee high quality service satisfaction before purchase. Carrington Mortgage

Mortgage Specialist November 2017-August 2018 9 months Indianapolis, IN

Managed a large database of mortgage clients who were 120+ days past due on their mortgages and were either in short-sale or foreclosure status. Advised clients through constant follow up of various options that were open to saving their homes. Ran financial reports for loan modification agreements to be processed to create repayment schedules that greatly help families in need. The Great Courses

Customer Care Manager/Trainer/Coach October 2010-November 2017 7 years 1 month Chantilly, VA

Responsible for the knowledge of over 900 education courses to engage with clients in both customer service and sales interactions. Required to meet daily upsell metrics to stay on pace with the dynamic and growing CD, DVD and digital environments. Responsible for mentoring and training new hires through call evaluations and coaching in order to view both strengths and opportunities for success Bank of America

Consumer and Business Banking Specialist February 1997-October 2008 11 years 8 months Miami Lakes, FL & Tampa, FL

Formerly Nationsbank and Barnett Bank. World class customer service and sales specialist responsible for deepening the relationships of both consumer and business banking clients via checking, savings, CDs, loan and credit card accounts. Retained over 500+ customer clients from leaving the bank during 1 year retention pilot program. Help desk support as first point of contact for supervisory and irate customers who had needs that went beyond the general floor. Assisted as floor walker and coach to new hires the needed help in answering questions while on the nesting team. Ebsco Telemarketing

Sales Representative October 1993-February 1997 3 years 4 months Kent, OH

Contacted prospects and existing customers on magazine subscriptions as a means to create regular and repetitive customer base for the organization.

EDUCATION

Nova Southeastern University (MBA) January 2000-June 2003 Fort Lauderdale, FL Kent State University (BA Marketing) Sept 1993-June 1997 Kent, OH Walsh University Sept 1991-June 1993 North Canton, OH Walsh Jesuit High School Sept 1987-June 1991 Cuyahoga Falls, OH HONORS AND AWARDS

Educational

National Honors Society- Kent State University

Deans List 3.48 GPA- Walsh University 2nd Semester Freshman Year Employment

Perfect Attendance 2000-2006 Bank of America

1998 Top Retention Specialist of 10 associates for entire 1 year pilot program at Bank of America 1999 National Sales Award Winner for Bank of America for outstanding sales performance (1 selected to represent region of South Florida branch in National Recognition ceremony in Hollywood, CA) 2000 National Sales Award Runner Up

2022-2025 Top Sales Performer at The Great Courses as 1 of only 3 representatives who sold in excess of 100 sales on a monthly basis over 3 consecutive years. REFERENCES

Available Upon Request

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