Background Summary
Christopher Kelm has been working in the call center and customer
service environment for over eleven years. Call Center Manager
and Customer Service Manager with extensive experience
in billing, sales, customer retention, operations, labor cost management
of medium and high-tech customer contact centers.
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CERTIFICATIONS/STUDIES
Knock Your Socks of Service -
Course - 2003
How To Be A Great Call Center
Representative - Course - 2003
Dale Carnegie – 11/2002
Leadership for Managers
Training
- Create a vision - a common ground
- Develop strategies that make things happen
- Take intelligent risks
- Influence people to follow you
- Gain cooperation at every level
- Lead a winning team, department or
organization
- Empower others to deliver results
- Recognize individual and team success
- Define performance standard and hold people
accountable
- Master the 8-step planning process
- Align performance goals with strategy
PQM – 08/1994
Process Productivity and
Quality Management
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Benchmarking for best
practices
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Call Center: The Road to
Service Excellence
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Customer Relationship
Management
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Handling Customer
Complaint Effectively
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Improving Skills for
Service Excellence
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Managing Customer
Experience
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Managing Service
Excellence
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