Christopher Chance

Christopher Chance

Studies at:

The University of Texas at Arlington

Location in:

Dallas/Fort Worth Area, United States

Christopher Chance

Christophers connections

Currently

Studies at:
The University of Texas at Arlington
Location in:
Dallas/Fort Worth Area, United States

Bio

Commitment | Leadership | Integrity

● Dedicated customer/client service/customer support Director and manager with 10+ years of experience in multiple settings. Consistently achieves high customer satisfaction rankings, improvements to the bottom line and turnaround of under performing operations.
● Comprehensive leadership background in developing standards, training, fostering teamwork, managing processes, people management, project management, strategic planning, supervision, and emphasizing excellence.

Join or Login to view the full profile

Only members of BusinessBecause can view full member profiles. Joining only takes one minute and you can sign in with your LinkedIn account...

Create a profile...


Work

2014 – present

Delivery Executive

Pearson
  • Responsible for leading and overseeing the successful delivery of Pearson products, platforms, and services for all Pearson customers in the K-12 market in Upper Midwest including—but not limited to—personalized learning initiatives, digital and print curriculum adoptions, administrative system replacements, formative assessment solution implementations, Common Core readiness programs, change of instructional practice consulting, program and project management and governance, college and career readiness initiatives, custom technology solution design, system and network architecture consulting, and training and professional development programs.
2013
(Jan – Dec)

Director of Customer Care

Axis/SybronEndo
  • Managed team of 18 customer service professionals across multiple locations.
  • Spearheaded cross-functional initiative to achieve one-call one-response resolutions via multiple communications channels.
  • Achieved response improvements of 58% year over year.
  • Evaluated and assessed customer service structure across merging business lines.
  • Contributed to the project team in development of new field sales apps for iPad and iPhone.
2012 – 2013
(Apr – Jan)

Director of Partner Services

Agile Mind
  • Directed scheduling and logistics of seminars and conferences.
  • Ensured scheduling and delivery of consulting services for clients.
  • Managed and mentored customer support team and support managers.
  • Achieved 25% improvements in conference budgeting year over year.
  • Guided semi-annual product fulfillment with 96% on time deliveries.
2007 – 2012

Client Services Manager

Pearson eCollege
  • Managed team of 9 senior client services consultants (SaaS), with responsibilities for International Clients, Implementations and Large Client operational/technical support.
  • Supported educational partners that accounted for over $55 million in revenue.
  • Accountable for new client implementations and third party integrations.
  • Ensured that internal partners are delivering on contractual commitments and KPI's.
  • Worked to provide, with consultants, on-site bi-annual operational reviews with largest clients, delivering metrics and state of the relationship statistics.
  • Managed a regional staff of more than 120 test center administrators and 12 Test center managers at 21 locations including recruiting, training, motivating, coaching and mentoring.
  • Managed the performance of Bloomington and India Call Centers.
2006
(Mar – Sep)

Manager, Annuity Contact Center

The Hartford
  • Spearheaded planning and implementation of service solutions for the team and department.
  • Boosted coaching, training and staff development to achieve 32% increase in standards of service quality and processing quality for the Contact Center team.
2005
(Jan – Sep)

Finance Analyst

Kimberly-Clark
  • Compiled and analyzed financial data for various working groups within the Infant Care Division.
  • Analyzed and monitored operating statistics for operations group at Lakeview Diaper Plant.

Work

2014 – present

Delivery Executive

Pearson
  • Responsible for leading and overseeing the successful delivery of Pearson products, platforms, and services for all Pearson customers in the K-12 market in Upper Midwest including—but not limited to—personalized learning initiatives, digital and print curriculum adoptions, administrative system replacements, formative assessment solution implementations, Common Core readiness programs, change of instructional practice consulting, program and project management and governance, college and career readiness initiatives, custom technology solution design, system and network architecture consulting, and training and professional development programs.
2013
(Jan – Dec)

Director of Customer Care

Axis/SybronEndo
  • Managed team of 18 customer service professionals across multiple locations.
  • Spearheaded cross-functional initiative to achieve one-call one-response resolutions via multiple communications channels.
  • Achieved response improvements of 58% year over year.
  • Evaluated and assessed customer service structure across merging business lines.
  • Contributed to the project team in development of new field sales apps for iPad and iPhone.
2012 – 2013
(Apr – Jan)

Director of Partner Services

Agile Mind
  • Directed scheduling and logistics of seminars and conferences.
  • Ensured scheduling and delivery of consulting services for clients.
  • Managed and mentored customer support team and support managers.
  • Achieved 25% improvements in conference budgeting year over year.
  • Guided semi-annual product fulfillment with 96% on time deliveries.
2007 – 2012

Client Services Manager

Pearson eCollege
  • Managed team of 9 senior client services consultants (SaaS), with responsibilities for International Clients, Implementations and Large Client operational/technical support.
  • Supported educational partners that accounted for over $55 million in revenue.
  • Accountable for new client implementations and third party integrations.
  • Ensured that internal partners are delivering on contractual commitments and KPI's.
  • Worked to provide, with consultants, on-site bi-annual operational reviews with largest clients, delivering metrics and state of the relationship statistics.
  • Managed a regional staff of more than 120 test center administrators and 12 Test center managers at 21 locations including recruiting, training, motivating, coaching and mentoring.
  • Managed the performance of Bloomington and India Call Centers.
2006
(Mar – Sep)

Manager, Annuity Contact Center

The Hartford
  • Spearheaded planning and implementation of service solutions for the team and department.
  • Boosted coaching, training and staff development to achieve 32% increase in standards of service quality and processing quality for the Contact Center team.
2005
(Jan – Sep)

Finance Analyst

Kimberly-Clark
  • Compiled and analyzed financial data for various working groups within the Infant Care Division.
  • Analyzed and monitored operating statistics for operations group at Lakeview Diaper Plant.

Education

2013 – 2014

The University of Texas at Arlington

Executive Master of Business Administration (MBA)
2002 – 2004

Marian College of Fond du Lac

BBA

Additional Info

Website
www.axisdental.com