Christian Jensen

About Christian Jensen

EXECUTIVE SUMMARY:My customer service experience sits in retail organizations spanning stores, corporate and contact center roles.I\'m an innovative and enthusiastic global operations executive with expertise in leading large-scale initiatives across retail and financial services. I\'ve been recognized as a high performer, consistently delivering service excellence while balancing aggressive performance targets with high risk, control, and results across multibillion-dollar organizations. Ask my peers, I\'m known for collaborative, servant leadership grounded in humility and authenticity, with a proven ability to align critical business partners and IT teams to drive impactful, executable action plans. Highly adept in leveraging technology and AI to modernize contact center operations, enhance compliance, and elevate both customer and employee experience. LEADERSHIP IMPACT:• Enterprise Fungibility: Led enterprise-wide cross-skilling and workforce adaptability across 14 previously siloed partner operations, enabling agents to support multiple lines of business; routed complex calls directly to expert teams, delivering $3M in efficiency from this 18-month transformation• AI-Literacy: Partnered with IT and product teams to design and deploy AI-enabled agent desktops, driving operational adoption of agent-assist capabilities that improved productivity, call handling consistency, and overall servicing effectiveness• Strategic Leadership: Established a risk and control operating model across 100+ compliance topics by implementing structured weekly calls and a biweekly officer forum, enabling leadership to identify trends, reinforce policies, and proactively address training and operational gaps before escalations PROFESSIONAL COMPETENCIES:Strategic Execution | Digital Transformations | Operational Efficiencies | AI Literacy | Employee ExperienceQuality Assurance | Service Delivery | Talent Development | Customer Experience (CX)| Employee Engagement Capacity Planning | Strategic Partnerships | Risk Mitigation | Regulatory Compliance | Salesforce

Experience

1. Director Customer Service - Citi Retail Services

   Citi

   Jan 2020 — Present · Boise, TX, US

   Manage 1,700+ Citi U.S./Canada and outsourced agents across multiple sites; deliver high performance in leading $100M+ operational P&L while exceeding targets in risk and control, CX, and employee experience• Leverage and maximize evolving AI technology to accelerate ROI, driving IVR and agent-assist enhancements to improve efficiency, risk, and control soundness in partnership with IT across the desktop, online servicing, and Chatbot platforms• Cultivated relationships with three BPO partners across six locations in the Philippines and Central America, delivering 60% of voice servicing for the department; elevated performance management and launched AI pilots to improve call quality • Initiated pilots with peer organizations, including Collections, Credit and Customer Service• Spearheaded application of advanced technologies in call routing and analytics capabilities by site, partner, and call type, enabling leadership to analyze 100s of calls by theme to identify trends, inform training, drive policy improvements, and deliver financial efficiencies• Exceeded First Call Resolution (FCR) targets by launching a peer-coach model that leveraged top-performing Advocates to elevate team performance; this program also served as a leadership pipeline, resulting in three promotions to exempt supervisor roles• Consolidated complex call types, into specialized SME teams, reducing Average Handling Time (AHT) while uncovering and resolving regulatory, procedural, and technology gaps• Oversaw the servicing strategy for the rebranding of a 4M-account retail portfolio, exceeding SLA and retention targets through digital enhancements, optimized staffing models, targeted training, and innovative customer outreach initiatives• Serve as Site Head for the Boise location, overseeing 650+ employees and cultivating an employee-first culture; continually build a presence in the community through donations, charities, board leadership, and attending local events

Education

• The University of Texas at Arlington

  Bachelor of Arts (B.A.), Business Administration and Management

Skills

• Vendor Management
• Visual Merchandising
• Big Box
• P&L
• Management
• Team Building
• Store Management
• Merchandising
• Sales Operations
• Customer Retention
• Store Operations
• Customer Service
• Associate Development
• Loss Prevention
• Retail
• Account Management
• Change Management
• Succession Planning
• Recruiting
• Inventory Management
• Inventory Control
• Coaching
• Process Improvement
• Call Center
• Leadership
• Strategic Planning
• Employee Relations
• Call Centers
• Time Management
• People Development
• Conflict Resolution
• Shrinkage
• Operations Management
• Customer Experience
• Multi-Unit
• Team Leadership
• Driving Results
• Income Statement
• Forecasting
• Sales