Chris Clark: CLIENT SERVICES MANAGER in Puyallup, WA

• Helped improve the client experience process from implementation to customer service by initiating a transition call to new clients. • Strengthened internal communication and improved client service team performance by bringing in different departments to review company processes and procedures. • Led the largest team (9) in the organization in addition to helping 6 direct reports earn internal promotions during the last 3 years. • Implemented a ticketing system that helped improve client communication by accelerating response times while adding visibility to KPI's. • Identified an opportunity to develop and support CSR team while retaining top performers by creating a CSR Support Lead position. Proposal to the C- Suite was approved and position was created and filled.

• Led National Accounts Customer Service team with 25 direct reports, including 4 team leads. • Created and managed service center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries, order fulfillment, problem resolution and customer retention. • Defined expectations for service teams regarding service level goals, individual and team performance goals, quality assurance targets and productivity levels. • Built strong relationships to support branches and internal business partners. Worked closely with these teams to evaluate changes in business processes and implement appropriate action plans.

• Mentored and helped develop student-athlete performance on a year-round basis. • Increased participation levels by more than 75% by teaching fundamentals and creating a competitive environment during training sessions. • Helped the varsity football team improve from a 3-6 record to a 7-4 record and a playoff appearance in 2 years.

Coached a team of 20 direct reports who consistently exceeded company performance metrics for call quality and calls per hour worked. • Served as a subject matter expert for new colleagues and provided regular support by meeting daily to review team performance and discussing opportunities to improve. • Helped develop the Health Coach of the Month award to recognize top performers. • Created a proposal and received approval to add a Health Coach Lead position to help improve team performance while building a pipeline to develop future managers. • Recognized for the Excellence in Optimizing Support Award for creating a positive member experience and supporting the entire organization with optimizing support.

• Initially provided support to 100+ members participating in the QuitNet tobacco cessation program. • Coached members through individualized steps to assist with quitting tobacco use. Consistently led the team in calls per paid hour, call quality rating and other KPI's. • Accepted a promotion from telephonic health coach to Senior Onsite Health Coach at Eli Lilly. Solely responsible for building the onsite health coaching program from the ground up by providing lunch and learns, walking events and making appearances at key events to promote the program. • Served as the lone health coach for 3 different corporate locations, providing individualized coaching to over 200 high risk individuals.