CHRIS MITCHELL Algonquin, IL 60102

LinkedIn Profile: https://www.linkedin.com/in/chrismitchellus 847.732.7564 ♦ chrismitchqc@comcast.net

CUSTOMER EXPERIENCE LEADER

Dedicated and resourceful Customer Experience and Operations Leader with a diverse background recognized as an improvement champion with success in capturing superior levels of organizational performance using quantitative business analysis and by aligning business processes and policies, infrastructure designs, and systems to business strategies within diverse customer care platforms.

Core Competencies Include:• Quantitative Data & Business Analysis • Team Leadership / Training • Root Cause Analysis• Project Management • Key Metric Determination & Management • Basic Accounting/QuickBooks• Contact Center Operations • Relationship Management • Continuous Improvement• Net Promoter System • Microsoft Office plus Advanced Excel • SaaS

CA RE ER H IST OR Y

Sabbatical to complete Bachelor of Science Degree after Intuit layoff STUDENT at Regis University (2014 – 2015)Completed Bachelor of Science Business Administration Degree with Magna Cum Laude honors

Intuit (Pay Cycle) (Company closed site in 2014) – SaaS technology, Arlington Heights, IL 2007 – 2014SENIOR BUSINESS ANALYST 2014Online platform subject matter expert supporting QuickBooks Online and Intuit Online payroll products.

Reduced customer effort and QuickBooks Online banking transaction contact volume by 30% through root cause analysis and improvements to error messaging, self-help at point of need, and customer self-service.

Developed the Executive Customer Care business review dashboard and brought data based rigor into business insights, providing senior leadership with an understanding of current status, trends, and action items to improve results.

Optimized customer care resources, product function and customer experience by structuring and analyzing data for insights.

Solved customer issues with the migration to the new QuickBooks Online proactively through collaborative analysis with the customer insights team.

Identified and implemented improvements by consulting with key stakeholders, tracking and measuring experiments, and evaluating effectiveness of improvement initiatives.

Aligned and improved Voice of the Customer (VOC) collection methodology across the Small Business Group through a cross-functional task force using benchmarking and industry best practices.

Improved and aligned outsourced vendor performance and practices through comparative analysis and consulting with vendor managers.

SENIOR CUSTOMER CARE AND ACCOUNTANT RELATIONSHIP MANAGER 2010-2014In high volume multi-channel contact center, managed leaders and extended organization across multiple locations and varied support methods including remote employees supporting SaaS products QuickBooks and Online Payroll. Responsible for fostering relationships with key accountant customer base.

Reduced turnaround time for customers from 48 hours to 2-4 hours by analyzing the root cause of delays and reassigning back-office processes to the frontline employees.

Established a “Run the Business” Ops mechanism resulting in improved understanding of customer experience and real-time delivery of information to frontline agents, and customers.

Proposed, designed, and implemented ticketing/case documentation improvements including workflow support, resulting in enhanced contact categorization, workflow efficiency and accuracy, and improved customer support response times

Analyzed VOC data using closed loop techniques and provided reporting and insights to executives, management, and product teams supporting better business decisions.

Drove delivery of improved and consistent support for accountants across Intuit through the evaluation of accountant service delivery across Intuit products and as a consultant for the payroll teams transforming accountant support.

Directed the improvement of the customer experience through a system transitions resulting in drastic reduction of customer pain and contacts compared with prior transitions.

2C H R I S M I T C H E L L

Represented customer care in the accountant product lifecycle including participation in product roadmap and steering committee strategy.

Engaged in deep dive analysis of contact drivers resulting in improved employee training, customer communication, and product function.

Managed critical escalation function for accountants across Small Business Group products.

CUSTOMER CARE AND ACCOUNTANT RELATIONSHIP MANAGER 2007–2010In high volume multi-channel contact center, managed team across multiple locations supporting Intuit/PayCycle SaaS payroll offerings.

Improved Transactional Net Promotor from 36 to 72 over 16 months with 22 pt. increase in first two months and reduced detractors calling out support by 55% with trained dedicated support, closed loop system for VOC and Net Promoter, and cross functional collaboration identifying and removing obstacles to satisfaction.

Transformed end-to-end experience of the customer with focus on support, remediation, product roadmap, customer profile, and process improvement across all functions.

Developed a business case for and designed the new support strategy around customer experience improvement initiatives

Established and maintained key relationships with top accountants. Instituted rigorous VOC analysis and reporting up and out for Intuit online payroll and Bank of America partners

improving visibility and transparency of support results.

Ouray Sportswear – custom screen print and embroidered apparel, Denver, CO 2000-2007 QUALITY ANALYST 2006-2007Effectively transitioned the quality focus to support the development of Ouray’s leading edge program to embed quality concepts, tools and techniques, fostering the establishment of a quality oriented culture. Identified and defined customer quality expectations, guiding planning and assessments, and driving continuous improvement initiatives based on trends and root cause analysis. Accelerated staff development through training, mentoring and coaching.

Captured significant gains in customer satisfaction by orchestrating a project in 30 days to strengthen staff/customer communication throughout order lifecycle.

Managed a cross-functional team that improved timeliness and accuracy of ERP system updates, product quality, and time to market in 30 days.

Tackled the company’s top priority opportunity to reduce production expenditures. Pinpointed/resolved root cause issues and reduced production expenditures, decreasing expenses from 3.9% to 1.9% in three months and capturing $154K in additional revenues.

Brought quality management rigor to Ouray by participating on a three-member team that established customer and staff satisfaction, process maturity, sales/margin, credit/return, defect and order/reorder lead time baselines and quarterly improvement milestones.

Enabled operational agility and precise workflow planning capabilities by designing and disseminating daily operational reports that tracked work quality levels to managers.

CUSTOMER SERVICE MANAGER 2004-2006Promoted to direct all aspects of Ouray’s customer service organization, selecting and developing a 13-member team challenged with customer care, licensing, credit/return processing, order and art administration and sales rep relationships and communications.

Transformed overall operational performance/productivity by participating on a team to design and implement a Microsoft Dynamics AX ERP system, cutting labor expenses by 15%, reducing time to market from three weeks to one.

Tightened customer complaint, product return, and account credit management activities. Shortened the duration of end-to-end processes from two weeks to two days.

Drove customer/sales satisfaction and employee proficiency levels by proposing recommendations, garnering executive approval and orchestrating a centralization project to combine collegiate and resort retail customer service divisions.

Analyzed ERP project requirements and functional designs, tested units, developed and documented processes, designed training curriculum and change management plan and rolled out a multiplicity of business suites while simultaneously managing customer service initiatives and staff.

Improved customer and sales rep communications by preparing forecast and exceptions reports. Managed cross-functional projects and wrote processes to improve the quality of order entry and to smooth order

lifecycle operations.

3C H R I S M I T C H E L L

COLLEGIATE DIVISION MANAGER 2002-2004Hired to design and implement customer service programs and operational infrastructure to meet company’s collegiate division goals. Established infrastructure and managed team of 4 customer support staff and 20 sales reps. Directed problem resolution, license management, Quality Assurance, art administration, and order life cycle management. Ensured impeccable accuracy of licensor administration, advances, and royalty forms.

Fueled company’s accelerated growth and enabled generation of $25M, a 539% increase, in additional revenues over 4 years, expanding collegiate market from 4.1% to 28% of Ouray’s total annual sales.

Expanded licensing portfolio from 2 to 215 by developing strategy and finding, cultivating, and sustaining strategic partnerships with network of licensors and buyers within tight-knit industry.

Designed policies and procedures that streamlined workflows and ensured brand integrity. Formulated license administration, customer service, and operational processes.

PR IOR CA RE ER H IST OR YAccounting Audit Supervisor, EchoStar Communications, Littleton, CO 2000-2002

Established 14 operational audit programs to tighten department procedures Decreased order entry error rates from 16% to 1%. Sharpened customer satisfaction trend/prioritization analysis by deploying procedural and systemic

enhancements that included streamlining customer satisfaction codes from 47 to 16. Shrank cost of quality expenditures by 53% for 7-million customers by orchestrating initiative with call

center directors to lessen customer account adjustments resulting from errors.

FirstBank, N.A., Lakewood,, CO 1992-2000Mortgage Servicing Supervisor 1998-2000Mortgage Underwriting/Process Supervisor 1996-1998Mortgage Quality Control Supervisor 1992-1996

Enabled 26-point increase of servicing department’s internal audit score by designing internal quality and compliance controls, including RESPA’s new accounting/escrow analysis requirements

Elevated organizational performance, boosting productivity and slashing expenditures up to 50%: devised process improvements, contributed to successful mortgage servicing software upgrade, and restructured department that reduced total staff from 11 to 7 personnel

Executed bulk sale of 2,300 internally serviced mortgage loans to an external servicing company Acted as liaison between IT and mortgage servicing department to determine requirements, test, and implement

new mortgage servicing software in place of Oracle. Piloted the FNMA Desktop Underwriting program Created Quality Assurance Manual documenting processes used compliance and quality assurance.

ED UC A TIO N A ND PR OF ESS ION A L DEV EL OP MEN T

Bachelor of Science Degree - Business Administration, Regis Univ., Denver, COCoursework - Mathematics and Statistics, Northern Illinois University, DeKalb, IL

Certification: Fundamentals of Payroll; Team Women Unlimited, Inc.Training: Introduction to Quality Management Program (American Society for Quality); Measuring Process and

Organizational Performance; Facilitation Skills for Continued Quality Improvement; Introduction to Change Management; Making Quality a Key Manager of the Customer Experience; The 12 Voices of the Customer: Uncovering, Translating and Delivering What Customers Want; Measuring Satisfaction With and Without Surveys

Seminars: Customer 1st Campaign: From Frontline Ideas to Improved Service; The Significant Seven Key Processes That Each Service Organization Should Master; Tying it All Together: VOC Segmentation and Innovation Strategy; Establishing Relationships to Provide Quality Service

AF FI LIA TIO NSAmerican Society for Quality - Service Quality Division; American Management Association