Open to opportunities

Christy Duffy

@christyduffy

I lead global customer operations, transforming service delivery, customer experience, and financial performance at scale.

United States

Message

What I'm looking for

I'm looking to lead global customer operations and experience transformation, building scalable service models that improve customer outcomes, workforce performance, and financial results.

At InTouchCX, I lead 500+ FTE across six countries and four global regions, owning $20M+ in P&L while directing customer experience, service delivery, workforce strategy, quality, training, and technology enablement.

I've improved CSAT by 15%, reduced AHT by 10%, and lowered attrition by 10% through service-model redesign, workforce optimization, KPI frameworks, and leadership development. Earlier, I led multi-site operations, sales, retention, and training teams across the United States and Philippines.

Experience

Work history, roles, and key accomplishments

Current

Global Senior Director of Operations

Current

InTouchCX

Jan 2018 - Present (8 years 8 months)

Lead global customer operations across six countries with P&L ownership of $20M+ and 500+ FTE. Delivered +15% CSAT, 10% AHT reduction, and 10% attrition reduction through transformation initiatives.

Customer Operations P&L management Workforce Strategy Quality and Training Process Optimization Change Management Leadership Development Salesforce Zendesk Oracle Genesys NICE

Senior Operations Manager / Director

InTouchCX

Jan 2014 - Dec 2018 (4 years 11 months)

Led multi-site operations across the US and Philippines, improving service levels and operational efficiency through process optimization and KPI management.

Operations Management KPI Management Capacity Planning Workforce Planning Leadership Coaching Process Optimization

Operations Manager

InTouchCX

Jan 2008 - Dec 2013 (5 years 11 months)

Managed multi-site operational performance with accountability for customer KPIs, SLA attainment, productivity, and quality.

Operations Management SLA Attainment Quality Assurance Performance Management Root Cause Analysis

Operations Manager / Sales Manager / Trainer

Protocol Global Solutions (Alorica)

Jan 2003 - Dec 2008 (5 years 11 months)

Led sales and retention operations focused on revenue growth and quota attainment. Designed and delivered training programs to improve speed to proficiency and sales effectiveness.

Sales Management Retention Training Root Cause Analysis Coaching