Chris Henderson

  • Anaheim US-CA
Chris Henderson

Summary

Experienced, focused Customer Service Manager for over fifteen years in the Internet and video game technology industry working with start-ups, transitioning acquisitions and merging business models. Goal oriented and driven by new opportunities, innovation and dedicated to building customer loyalty. I am an innovator of Customer Service Operations & Contact Channels to maximize the level of customer satisfaction and drive revenue.

Risk Management Technique Pioneer: In the industry of no card present merchandising, I have pioneered methods of mitigating Risk in eCommerce.

Core Competencies

Customer Experience Solutions Technology & Operations | Support Software Acquisition and Administration | Team Building Leadership | Cost & Budget Management | eCommerce Strategic Alignment of Support | Technical Documentation & Content Administration | PC Computer Hardware | Product QA | Contract & Vendor Relationship Management | Risk Mitigation and Innovation | Customer Data Analysis & Security

Selected Achievements

  • 2010 Customer Support Software - Best Use Award by Parature, Inc.
  • Improved the rating from Buyers on Resellerratings.com from score 6.49 to score 9.11 in 4 months.
  • Generated revenue on the Direct2Drive Support Site through merchandising and promotions that paid for the Support Software across 11 properties at IGN Entertainment, Inc.
  • Reduced the Email Response time for Support from 7 days to under 24 hours at IGN Entertainment, Inc. for subscribers and over 21M unique visitors per month, and a 2 hour response time for Digital Buyers.
  • Lowered the Charge Back rate from over 5% to under 0.5% at IGN.
  • Supercuts store under my management was cited as #1 Supercuts store in the Southwest Region of the US; through increased product sales from $300 to $10,000 per month.

Work History

Work History
Apr 2013 - Present

Customer Service Director

AnyMeeting, Inc.

At AnyMeeting our goal is to provide Small Business Owners with web conferencing service to fit their needs and their budget along with world class support.

My role as Customer Service Director is to create an optimal customer experience by hiring individuals with the commitment to our customers that match their commitment to growing their business. Customer Service has to care about each customer and their success.

To meet these goals, I have transformed our support using more than 15 years experience in Customer Service and eCommerce to make positive change:

• Hiring technical experts with people skills for full circle communication
• Bringing on vendors for support software that make sense. ie... Desk.com, Snapengage and
NiceReply
• Expand our service from Email only to also include Live Chat and Phone support
• Introduce automation for instant answers with nanoRep digital agent
• Rewriting all support material to suit our customer's needs
• Creating policies to protect customer privacy and account security
• Writing training documentation
• Create a Quality Assurance program to ensure our team is learning and growing
• Collaborating with the executive team and bringing the voice of the customer to the forefront
• Working with engineering and development to create a more positive customer experience
• Developing marketing strategies with the marketing team to increase retention and value

Positive results:

• Email response times are under 2 hours
• Live chat response time under 30 seconds
• 8% of customers choose phone due to quick resolution from our agents in live chat
• Customer Support Satisfaction rating of 9.91 out of 10
• 120% reduction in technical contacts by providing instant answers with a digital agent

May 2011 - Apr 2013

Senior Manager, Technical Support & Risk Management

GameFly, Inc.

In May 2011 I began the transition for GameFly, Inc. to bring new services to their members as they acquired the Direct2Drive Digital Retail service from IGN Entertainment, Inc.  My role as a leader of the Direct2Drive Support Team at IGN Entertainment, Inc. was to ensure customer satisfaction and work as a consultant to assist GameFly, Inc. in any way possible to bring the highest level of service to the GameFly Customer . I lead risk management methods and technology, and other areas that drive sales and power back end systems at GameFly.  My contributions to date are:

Transition Direct2Drive.com/UK/EU Property from IGN to GameFly

  • Retrain the CS Team to assist Direct2Drive customers transition to new site & service
  • Collaborate with Digital Operations for product ingestion & transition from Direct2Drive to GameFly
  • Integration of Tech Support Team with GameFly Call Center
  • Create a Tiered Support System to enhance customer support across multiple services and channels
  • Work with Internal Teams to transition, train and acquire support options that align with change
  • QA Customer Experience & PC Lab for testing product and services

Digital Support Content Management

  • Transferred Support data from Parature to RightNow Technologies
  • Develop strategy for Technical Support at GameFly to align with new Products & Services
  • Transferred service & realigned content of Virtuoz virtual agent
  • Assist in the development of training & documentation for call center contacts in Technical Support

Loss Prevention/Risk Management

  • Designed System to manage internet fraud with GameFly
  • Fraud prevention system management
  • Analyze data to maximize revenue w/risk prevention in both digital and physical goods
  • Recommendations for back end changes to increase effectiveness of prevention

Relationships-Maintain communication and align with departments at GameFly

  • Product management - Support strategy collaboration
  • Digital Operations - Product QA and Customer Experience reporting
  • Content Acquisition – Provide information to CA on Customer Experience and Product
  • Publishers - support contacts, fraud key returns, product launches, fraud consulting
  • Engineering – improve fraud prevention systems and automation, champion CS back end system changes for Team efficiency or customer experience improvements
  • Web Team -Customer Experience enhancements on GameFly web sites
  • Executive Team-Report on Risk, costs and make recommendations to enhance customer experience and reduce loss prevention across digital and physical purchasing

Reporting - Use of Excel, Visio, and PowerPoint to provide data and reports to stakeholders

Apr 2002 - May 2011

Senior Manager, Customer Service

IGN Entertainment, Inc.

At IGN Entertainment, Inc. I led the integration and enhancement efforts of the Customer Service Operations, developing coordinated systems such as linking CRM Software, building 11 support sites, and providing exceptional service to global customers across the IGN Network. Emphasizing the customer as King, my team demonstrated a response time of less than 2 hours and achieved an online rating of 5 out of 5 stars. With the movement into digital retail in 2004, I pioneered Risk Management- developed collaborative vendor relationships and worked with the internal engineers to innovate our systems, leading to effective loss prevention and positive returns.  Primary responsibilities include:

Customer Service Operations

  • Training and development of Customer Support team for Subscription and Retail businesses
  • On boarding of tools and Vendors to improve service
  • Multichannel Customer Support implementation
  • Implemented 11 Branded Support Sites for IGN Properties including content per product
  • Partnering & Content Management of Virtuoz virtual agent for 24/7 World Wide support

Community/Feedback/Social Ratings

  • Implement & Monitor Facebook Customer Service through Parature application
  • Monitor IGN Community for Customer Experience
  • Manage online rating sites ie... Resellerratings.com, TrustPilot to ensure a 5 star rating

Loss Prevention/Risk Management

  • Designed System to manage internet fraud for digital goods
  • Acquired third party services to achieve goals in risk mitigation
  • Further details provided above under GameFly, Inc.

Relationships-Maintain communication and align with departments at IGN

  • Third party vendors – negotiate contracts; manage systems, training employees in using the systems.
  • Manage BBB Rating & Responses
  • Additional relationships as noted above under GameFly, Inc.

Payment Processing

  • Manage relationships with vendors, negotiate fees, review contracts with Legal
  • Administer accounts on PayPal, ClickandBuy and Paymentech
  • Charge back management

Reporting - Use of Excel, Visio, and PowerPoint to provide data and reports to stakeholders

Nov 1997 - Jul 2002

Techwriter

GameSpy Industries, Inc

Provided Community management, forum administration support and wrote a weekly Tech Column for Quake video game players.

Jul 2000 - Apr 2002

Customer Service

GameSpy Industries, Inc.

Customer Support and Product QA for multiple products developed by this leader of Online Multiplayer Matchmaking.

Apr 1985 - Dec 1998

Store Manager/Stylist

Supercuts

Store manager for the #1 Supercuts in the Region.  17 stylists and 5 receptionists on my staff delivered the very best service in the industry.

Education & Training

Education

Richard's Beauty College - License in Cosmetology

1983-1984

Saddleback College - concentration in Psychology

1985-1987

Business and Professional Training

Training: Completed numerous courses and seminars:

·          Dealing with Difficult People

·          Communication Skills for Women

·          Managing Multiple Priorities, Projects and Deadlines

·          Team-Building, Mentoring, and Coaching Skills for Managers & Supervisors

·          E-mail and Business Writing

Member: Parature, Inc. Customer Advisory Council

Member: Merchant Risk Council