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Christine Deruiter

@christinederuiter

Message

I lead large customer support operations that improve service, workforce performance, and customer experience.

United States

Message

What I'm looking for

I'm looking to lead scalable customer support or contact center operations where I can improve service levels, workforce performance, customer experience, leader capability, and digital self-service through disciplined operational execution.

I've led customer service and contact center operations at a large U.S. bank, managing approximately eight managers and a 200-person organization across service, quality, productivity, customer experience, risk, and employee performance. I use KPI, SLA, workforce, and customer-feedback trends to turn performance gaps into accountable action plans.

Across larger service and escalations operations, I've improved schedule adherence by 15%, reduced overtime by 20%, cut escalations by 40%, and increased first-contact resolution by 18%. I've also shifted more than 30% of assisted-service volume to self-service while maintaining customer experience and risk controls.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Leadership

Current

Large U.S. Bank

Leads a ~200-person customer service organization with eight direct reports, setting expectations across service, quality, productivity, and risk. Reduced manager-intervention incidents by 35% and shifted 30%+ of assisted-service volume to self-service.

Call Center Operations Omnichannel Customer Support SLA Governance NPS CSAT FCR Workforce Management Capacity Planning Quality monitoring Root Cause Analysis Escalation Management Coaching Leader Development Digital Self Service Executive Reporting Risk And Compliance

Customer Service Associate Manager

Large U.S. Bank

Led frontline service performance across customer experience, coaching, and quality, improving NPS by 14 points and CSAT by 11%. Reduced error rates by 28% and improved QA performance by 19%.

Customer Experience Coaching Quality Assurance NPS CSAT Error Reduction Performance Management

Customer Service Associate Manager 3

Large U.S. Bank

Supported a 400+ employee customer service operation, translating executive priorities into measurable plans. Improved schedule adherence by 15%, reduced overtime by 20%, and cut escalations by 40%.

Workforce Management Performance Management Coaching Service Recovery Root Cause Analysis Hiring Onboarding Escalation Management First Contact Resolutions

Research Manager

Large U.S. Bank

Led operations supporting 500+ escalated customer complaints monthly, using trend analysis and root-cause actions to reduce repeat complaints by 32% and strengthen service recovery.

Complaint Management Root Cause Analysis Trend Analysis Service Recovery Cross Functional Collaboration Risk Management