Christopher Robin Sison

• Coach advocates to improve performance in any KPI aligned with the measurement of the program’s success (Achieve KPIs).
• Develop CORE advocates to improve their leadership skills.
• Conduct, prepare, and manage all client-requested weekly meetings, which include, but are not limited to, the following:

-Community Member Anecdotes

-LOB-specific Walkthrough

• Manage the CORE advocates’ queues to ensure that the team meets the company’s standards and assigned SLAs.
• Assist CORE advocates who will be assigned to creating weekly reports to ensure that the reports meet the company standards and SLA.
• Coach and clear all coaching logs to prevent further infractions.
• Manage group chats effectively and professionally, answering questions when able.
• Conduct team meetings to cascade any company or client updates effectively and professionally, gauging understanding and gaining commitment from his or her team prior to moving on.
• Execute employee-written notices and upload forms appropriately.
• Coordinate activities to decrease time to proficiency that include but are not limited to:

-Refresher trainings

-Shadow Sessions

-Lessonlys

• Analyze reports to manage performance and communicate goal adherence to employees.
• Develop educational job aides to assist in the development of their team.

• Maintain up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
• Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods.
• Boosted customer retention rates through timely escalation and resolution of high-priority cases.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Participated in on-call rotations, ensuring continuous availability of Tier 3 support for urgent cases outside regular business hours.