Christopher Borner has over 15 years of experience in senior level sales, customer service, and operations management for call centers. He has a track record of improving metrics like workforce adherence, attendance, and production. Borner is skilled in using tools like Excel, PowerPoint, and Word to analyze data, make decisions, and present results. He has experience managing over 150 frontline agents and support staff. Borner's background includes positions with companies like Medco Medical Supply, IRT Interactive Response Technologies, Reliant Energy, All Texan Facility Services, The New Release/NCR Call Center, and Time Warner Inc.

1. Christopher Borner
14507 Kings Head Drive  Houston, TX 77044
Home (281) 225-0145 Cell (832) 967-8805
cborner@entouch.net
About Me: A well-rounded senior level sales and customer operations expert who is able to make profit and loss business
decisions, design workable and sustainable business solutions to keep customers and employees happy while producing
profitability.
• Contact Call Center Workforce Management Systems and Tools - Knowledge and experience in call center
related and business tools such as Avaya CentreVu queue management, E-Talk, NICE, and IEX/Totalview Work
Force Management/Scheduling, Pipkins WFM/Scheduling software, 8 x 8 Telephony switch software.
• Contact Call Center Reports Analysis & Project Management – Exceptional experience in excel building
Performance Dashboards, Agent Report cards, Attendance and staff forecast modeling, Production floor agent
adherence reports and Supervisor team accountability reports of agent productivity goals. Recognized for ability to
maintain control of several projects without losing focus or deadlines. An experienced manager in leading new
projects and business initiatives to success while maintaining project SLA’s.
• Decision-making – Strong use of data mining to supply data driven decisions. Extensive use of Excel, Powerpoint,
and Word in presenting tangible results. Capable of solving problems with sound professional judgment, creative
and flexible thinking. Strong analytical skills.
• Contact Call Center Leadership - Over Fifteen years hands on management experience leading or accountable for
sales, service and technical operations in a customer centric environment. Known as a creative, yet practical leader
able to translate the vision and execute task leading to the achievement of business objectives and client satisfaction.
• Planning – Contact Center and Call Center Operation Implementation strategies. Skilled in charting the course to
effectively gain results leading to the achievement of business objectives. Consistently demonstrated success in the
areas of business planning, forecasting, implementation of call center operations and performance agendas.
Employment History
Texas Health and Wellness Medical Transportation Services Owner 2013-Present
• Successful customer service training implementation. Reports analysis on profit/loss report management, staff
planning, and candidate customer service testing and coaching.
• Successfully manage and coordinate customer client accounts. Proactively provide competent leadership decisions
ensuring all metric goals are accomplished.
• Resolve customer client escalated issues and provide annual Client Account Performance Reports.
Medco Medical Supply Operations Supervisor 2012-2013
• Improved Workforce adherence performance, Attendance, and Production Floor Process management
• Successfully improved and managed the compliance of all Medicaid medical documentation to ensure timely and
accurate processing of all patient/physician related workflow processes.
• Ensure compliance to state Medicaid and federal regulations as it relates to paperwork procedures.
• Responsible for Annual Department and Personnel Performance Reviews.
• Created QA performance standards for reporting mechanisms and successfully managed metric goals and
objectives.
IRT – Interactive Response Technologies Contact Call Centers- AT&T Commercial & Residential Services
Sr. Operations Manager 2011 – 2012
• I successfully manage Vendor sales and metric account performance for a fortune 500 client. My responsibilities
include developing the leadership team to drive account sales objectives. I was responsible for over 121 frontline
staff, 8 full time supervisors, 3QA coordinators, and several account support teams.
 I was responsible for day to day staff planning, the execution of Center performance and sales strategy.
• In charge of profit and loss business decisions and fiscal compliance for core operations, including staff planning.
C Borner – Call Center Operations Page 1

2. Christopher Borner
14507 Kings Head Drive  Houston, TX 77044
Home (281) 225-0145 Cell (832) 967-8805
cborner@entouch.net
Reliant Energy/AT&T Commercial & Residential Contact Call Centers - S4 Communications
Sr. Operations Sales Manager 2010 – 2011
• Led Reliant Energy account performance to top revenue in sales among third party vendor support. Managed
supervisory staff and frontline agents to daily account goals and objectives.
• Managed Reliant Energy from 4/01/2010 – February 2011. (Vendor Contract and business assignment ended.)
• Successfully managed and led account performance for over 150 frontline staff, supervisors and support teams to
gain consistency and stability in executing service goals to exceed customer and client expectations for a Fortune
500 retail energy client and a Fortune 100 telecommunication client.
 Hands on leader responsible for day to day planning and execution for staffing, performance and operational
strategy to administer contact center’s sales performance by reviewing, analyzing and guiding all sales and
telemarketing performance, sales dashboard, regional trends and analytics, sales /contacts per hour as well as market
and customer segmentation, account penetration, territory performance and service P&L.
• In charge of profit and loss business decisions and fiscal compliance for core operations, including staff planning,
call forecasting, budgeting, cost management, technology and new service initiatives .
All Texan Facility Services Operations Manager 2009 – 2010
• Primarily focused on new business development and building client relationships to add strategic value through
effective service operations and staff management.
• Hired, trained and managed workforce to execute consistent performance processes and improve service operations.
• Drove customer satisfaction to exceed revenue objectives by ensuring customer facing activities and client
requirements were delivered with excellence on every contact.
The New Release/NCR Call Center, Sr. Operations Manager/Account Support 2007 – 2009
• Achieved measurable improvement in SLA performance by effectively implementing a service recovery plan and
process changes resulting in a 22% improvement in overall service level.
• Administered performance management by conducting a daily review and analysis of attendance, statistical call
data, and performance reports to identify improvement opportunities and provided effective feedback, coaching,
training, professional development, and/or corrective action plans.
• Solely responsible for the design, development and execution of a customer service coaching program and
escalation paths designed to improve call quality and provide a more unified standards of service delivery across all
business units.
Time Warner Inc. Technical Support Supervisor 2003-2006
• Modeled training for leadership teams to manage employee performance through coaching and development.
• Created and implemented operational processes to efficiently operate the Technical Customer Service department.
• Successfully trained newly hired employees to become acclimated to highly stressful and demanding call center
environments through creating a “Transition Team” process.
Convergys Customer Contact Call Center Customer Service Help Desk Supervisor 1999-2003
C Borner – Call Center Operations Page 2

3. Christopher Borner
14507 Kings Head Drive  Houston, TX 77044
Home (281) 225-0145 Cell (832) 967-8805
cborner@entouch.net
• Selected as a key management member to develop new operating models, create business rules sets, revise training
guidelines, and gain measurable improvements in employee accuracy and efficiencies resulting in reduced annual
and operating labor cost.
• Solely responsible for the conception, design and implementation of A.I.S.A. (ADSL Integrated Simulated Agent),
an account management tool created as a TSR/CSR agent interface and Technical Knowledge Base used as a daily
employee reference.
• The deployment of A.S.I.A. produced a 27% savings in labor cost and gained improvement in efficiencies by
reducing required FTE head count and managing department shrinkage hours.
• Established consistent real-time customer service support for all Convergys SBC-DSL call centers.
Accomplishments
• Convergys Inc. - “Manager of the Quarter”
• Convergys Inc. - Corporate “Trail Blazer Award” for planning, creation and implementation of A.I.S.A
• NCR/The New Release - Key player in the successful transition and relocation of call center and technical
operations to a third party outsourced vendor environment.
• TVMAX- Contracted to coordinated all program set up, including IT, workforce management, telecom, reporting,
training, floor operations, hiring and quality measurements to within the ninety day goal to relocate call center
operations from Minnesota to Houston
• ThinOps/S4 Communications - Successfully turned around sales performance to consistent results on the Reliant
Residential Acquisition and Business Retention accounts.
Education
Texas Southern University
Kingwood College
C Borner – Call Center Operations Page 3