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Chris Dunning

Chris Dunning

Leader driven by employee/customer satisfaction.

Customer Service / Support

Midtown Toronto, Toronto
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About Chris Dunning:

I bring a comprehensive skill set that will be valuable to Hello Fresh. From a Contact Center perspective, I see things as an end-to-end process; from recruitment to training to onboarding to servicing customers. When done right, it’s a system where the first step is as critical as the next in order to maximize results. Providing Contact Centre agents, and those who manage them with all the tools necessary to be successful is what leads to overall cohesion, job satisfaction, agent and customer brand advocacy and in turn, legendary customer experiences.

Experience

Arise Virtual Solutions 

December 2012 – Present

 

VP & GM Strategic Account Management, March 2020 – Present

VP, December 2017 – March 2020

Director, December 2014 – December 2017

Senior Client Results Manager, December 2012 – December 2014

  • After 7 years at different levels in Customer Success, driving KPIs and building client relationships, promoted to VP & GM in March of 2020
  • Strategic Account Management role drives account growth through triaging between the client and the customer success teams
  • Work with Customer Success to drive all client metrics, with an emphasis on the Customer Experience in order to earn additional lines of business 
  • With the assistance and determination of over 5,000 multi-channeled contact centre agents, focus is on oversight of Customer Experience (NPS/CSAT), Sales (enhance/develop/performance manage), Revenue/Margin Attainment, Operations (AHT), Workforce Management (recruiting/capacity) and Training Development (key to agent confidence and overall success)
  • 2021 client relationship mapping green across the board, and revenues +$7M ahead of plan
  • Awarded 2021 Top Performance award by my largest client
  • Within the last 4 years I have worked with 7 employees to help lead them to promotions 

Education

  • 1998 – 2006: Ryerson University, Business Degree
  • 2004 – 2006: Ryerson University, Telecommunications
  • 2001 – Present: Steve Riddell Global Performance, Paul McCabe Effective Selling, Call Centre Next Generation, Leadership Essentials, Correcting Performance Problems, Competency Management, Attendance Management, Navigating Change; IP Data; Enabling IP Migration; IP Telephony – How it can apply to your organization's needs; Target Account Selling; Voice and Data Training Workshop, Diversity Training, Business Writing, Critical Thinking Skills, Financial Statements, Leading Teams, Shaping the Direction of Customer Service, Time Management, Challenger Sales Methodology

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