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Chris Smith

@chrissmith4

I transform contact center operations through workforce optimization, routing improvements, and technology-enabled performance gains.

United States

Message

What I'm looking for

I'm looking to lead contact center transformation, operational optimization, and technology-enabled service improvement. My experience spans multiple industries, and I bring that same customer-focused approach wherever there's an opportunity to modernize service operations.

I've led contact center transformation across SIAA Insurance, Epiq Insurance Agency, University Hospitals, and HealthSmart, improving operations, workforce performance, and customer outcomes. At SIAA, I consolidated remote agency teams into one virtual sales support department and led rollout of a Salesforce-based application.

Across insurance and healthcare environments, I've reduced operating expense by 13%, saved $500K annually by correcting call-routing errors, reduced abandoned calls by 77%, and increased sales conversion by 33%. I build scalable workflows using WFM, QA, routing, CRM, KPI analysis, vendor collaboration, and CCaaS platforms including Genesys, Calabrio, Verint, Five9, and Salesforce.

Experience

Work history, roles, and key accomplishments

Director, SIAA Sales Center

SIAA Insurance

Nov 2022 - Apr 2026 (3 years 5 months)

Led strategic oversight and daily operations for a newly formed virtual sales support organization, driving workflow optimization, technology-enabled process improvement, vendor collaboration, and KPI performance across a distributed environment.

Workflow Optimization KPI Management Vendor Management

Call Center Director

Epiq Insurance Agency

Aug 2020 - Sep 2021 (1 year 1 month)

Led strategy, projects, operations, and implementation of technology and process initiatives for an 80-FTE remote sales contact center in the insurance industry. Increased sales conversion rate by 33% through process redesign, performance management, and workflow optimization.

Process Redesign Performance Management Workflow Optimization Sales Conversion Remote Team Leadership Insurance Industry

Manager, Revenue Cycle Customer Service

University Hospitals

Feb 2016 - Aug 2020 (4 years 6 months)

Led enterprise customer service strategy, technology enhanced process improvement, KPI management, vendor oversight, and daily leadership of a 60+ FTE team supporting an estimated $800M system cash flow.

Performance Management Leadership Development vendor relationship management Process Optimization KPI development

Director of Customer Service Operations

Commerce Benefits Group

Jun 2008 - Feb 2016 (7 years 8 months)

Directed all aspects of department operations including vendor management, customer service policy, procedures, metrics, reporting, and client account management in a contact center environment.

Vendor Management Customer Service Policy Development Procedures Metrics Reporting Account Management Call Center Operations