Open to opportunities

Christina Perkins

@christinaperkins

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Senior Customer Experience Manager with a focus on team leadership.

Zimbabwe

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What I'm looking for

I seek a role that values leadership, innovation, and customer-centric strategies.

I am a dedicated Senior Customer Experience Manager with extensive experience in leading teams and enhancing customer service operations. Currently, I oversee a team of 70 Customer Experience Representatives at Performance Health-North America, where I have successfully implemented strategies that have achieved best-in-class performance metrics for eight consecutive months. My leadership style emphasizes empowerment and encouragement, fostering an environment where team members can excel.

Throughout my career, I have consistently driven operational improvements and developed effective training programs that align with business goals. My previous roles at Seda International Packaging Group and Madden Communications have equipped me with the skills to manage customer service teams effectively, streamline processes, and enhance customer satisfaction. I am passionate about leveraging digital capabilities to optimize service delivery and am committed to continuous improvement in all aspects of customer experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Manager

Current

Performance Health-North America

Feb 2021 - Present (4 years 6 months)

Headed a team of one manager and four supervisors, overseeing 70 Customer Experience Representatives (CXRs) focused on front-line service and sales operations support. Achieved Best in class 30-second ASA target for eight consecutive months (May through December). Coordinated two platform integrations onto NetSuite, offering support to IT and managing through change management.

Customer Experience Management Sales Operations NetSuite Change Management Workforce Management Training Development Recruiting Strategic Planning Digital Transformation

Head of Customer Service

Seda International Packaging Group-North America

Mar 2019 - Feb 2021 (1 year 11 months)

Managed the customer service team to support Seda’s business goals efficiently. Created standard operating procedures for quoting, purchase order review, order entry, and maintenance. Decreased slow-moving inventory (aged inventory 90 days and over) by 10% and improved customer service response time by 30%.

Customer service management Standard Operating Procedures SAP Sales Forecasting Inventory Management Process Improvement Team Leadership Customer Onboarding Training Programs Performance Metrics

Client Services Manager

Madden Communications

May 2017 - Mar 2019 (1 year 10 months)

Owned a team of fourteen call center specialists across customer service, project coordinator, and client service departments. Developed and improved processes and reporting, ensuring high-quality documentation, service calls, and communication. Hired, trained, and provided ongoing evaluation and feedback to the team, fostering career development.

Client Services Process Improvement Project Management Team Leadership Training Development Conflict Resolution Reporting Cross Functional Collaboration

Operations Manager II

Baxter Healthcare

Jan 2015 - Mar 2017 (2 years 2 months)

Led, trained, and managed a team of 5 Supervisors and thirty indirect call center specialists, overseeing day-to-day hospital-product call center operations. Directed multiple sales initiative programs, driving desired outcomes from beginning to end. Achieved call center financial objectives by estimating requirements, preparing an annual budget, and managing expenditures.

Operations Management Supply Chain Customer Service Sales Support Call Center Operations Budget Management Performance Management Team Leadership Strategic Planning Quality Assurance

Sales Support Supervisor

CDW

Jun 2012 - Jan 2015 (2 years 7 months)

Led a team of eighteen sales support coworkers across four locations, conducting interviews, hiring, training, and developing support professionals. Created, developed, implemented, and tracked departmental goals for all direct reports. Achieved a bi-annual customer satisfaction survey score of 4.81/5 and implemented specific operational process improvements.

Sales Support Team Leadership Training Development Goal Setting Customer Satisfaction Process Improvement Relationship Management Onboarding Performance Tracking Mentoring

Sales Director Assistant

CDW

Sep 2010 - Jun 2012 (1 year 9 months)

Supported one Vice President of sales, three sales Directors, and three Field Sales Managers. Prepared and analyzed sales data for management through Cognos ProClarity and Adhoc, providing reporting to capture Account Manager productivity. Functioned as a liaison between various departments to ensure task completion and led the Sales Operations Team Building Committee.

Proclarity Sales Support Data Analysis Reporting Cognos ProClarity Ad Hoc Reporting Liaison Task Management Team Building Sales Operations

Education

Degrees, certifications, and relevant coursework

Lake Forest Graduate School of Management

MBA, Organizational Leadership

2014 - 2016

Grade: 3.4 GPA

Activities and societies: M.B.A, Organizational Leadership-Change Management Certificate, Management Analytics Certificate

Completed a Master of Business Administration with a focus on Organizational Leadership and Change Management. Also obtained a Management Analytics Certificate.