Christina Perkins

About Christina Perkins

Over 20 years management experience Specialties: Training and Development…

Experience

1. Senior Manager, Customer Experience

   Performance Health

   Feb 2021 — Present

   Leads a team of one manager and four supervisors, overseeing 70 Customer Experience Representatives (CXRs) focused on front-line service and sales operations support. Holds FBI clearance for licensing and compliance with laws and regulations for VAWD accreditation to ship Rx medical devices and OTC drugs. Promoted one CSR to a Supervisor role and coordinated the promotion of 10 CSRs to Sales Operation Specialists. Creates an engaging environment where individuals can excel through encouragement and empowerment. Partners with commercial leaders of the North America Sales, eCommerce, and Retail businesses to drive the go-to-market strategy. Leverages digital capabilities to drive channel shift from manual channels to web. Provides input, leadership, and action in support of strategic projects that affect standard operating procedures of functional groups. Implemented solutions to problems and develops consistent, scalable, and sustainable corrective actions for functional groups. Monitors and enforces individual and group productivity and quality performance following established standards and expectations. Conducts performance evaluations and provides frequent, prompt feedback outside of formal evaluations and reviews. Ensures leaders and CXRs meet training requirements and effectively leverage skills acquired through training. Responsible for effective workforce management; evaluating and optimizing schedules to maximize efficiency and performance. Supports recruiting efforts, conducts interviews, and provides hiring recommendations for new team members. Performs other duties as assigned. Achieved \"Best in class\"30-second ASA (average speed of answer) target for eight consecutive months (May through December). Coordinated two platform integrations onto NetSuite, offering support to IT and managing through change management/

Education

• National Louis University

  B.A., Elementary Education, Psychology

  2000 — 2004

• John Hersey High School

  General

  1993 — 1997

• Kendall College

  Culinary Arts/Chef Training

  1997 — 2000

• Lake Forest Graduate School of Management

  Master of Business Administration (MBA), Organizational Behavior Studies

  2013 — 2016