Christina Sadler

About Christina Sadler

I am a senior executive specializing in contact center operations, global enablement, and AI-driven customer experience. With over 15 years of leadership across fintech, SaaS, healthcare, and consumer services, I have built and scaled teams, systems, and strategies that boost performance, lower costs, and improve customer engagement.Currently, I oversee a $1.2M enablement portfolio and a global team of more than 60 professionals supporting over 200 clients in onboarding, AI training, knowledge management, and post-sale operations. I have designed and implemented impactful programs like PartnerHero Academy, which reduced credit losses by 30%, and AI Optimization Pods, which increased containment by 54% and decreased escalations by 22%. My expertise lies in enhancing contact center performance through workforce optimization, quality assurance, routing logic, KPI creation, and cross-functional collaboration. My leadership has helped expand into LATAM, enabled over $100M in cost savings, and led to measurable improvements in retention, agent productivity, and customer satisfaction.I have received multiple APEX Training Awards, serve on nonprofit and advisory boards, and lead with empathy, operational discipline, and a focus on scalable results. If you\'re looking to grow customer operations, transform CX, or implement AI-human support systems, let’s connect. c••••••••@gmail.com

Experience

1. Director of Training, Knowledge Management & Ai Enablement

   Crescendo

   Jul 2023 — Present · Gastonia, NC, US

   I lead Crescendo’s global AI training and knowledge strategy within a thriving $180M+ operations business unit, owning a $1.63M portfolio and guiding a 60-person team across onboarding, instructional design, and post-launch AI support. My work centers on operational readiness, AI optimization, and scalable enablement systems for 200+ SaaS, fintech, and health-tech client programs worldwide.Career Highlights AI Optimization Leadership: Architect post-deployment systems that boost AI containment by 54.3% and cut escalations by 22%. Partnered with Solidroad on simulation initiatives and led internal AI Optimization Pods to enhance model performance. Global Enablement Strategy: Designed standardized onboarding and knowledge infrastructure across 200+ programs, driving 30% credit-loss reduction and shortening ramp-up timelines. Cross-Functional Collaboration: Bridge Product, Engineering, and Client Services to align training with skills-centric workforce strategies, maintain governance, and protect brand voice across all partner-facing content. Thought Leadership: Featured guest on CXEffect podcast (2024) alongside Solidroad AI’s CEO, sharing best practices in AI-enabled hiring, onboarding, and workforce performance. Team Development: Lead and coach a global team spanning LATAM, NA, EMEA, and APAC. Developed coaching frameworks and launched “Build YOUR Brand”, an enterprise-wide mentorship program adopted company-wide. DEI & Innovation Impact: Embedded DEI principles into enablement systems and earned back-to-back APEX Training Awards (2023, 2024) for excellence in scalable learning design.Harnessing AI and innovative learning to empower teams, accelerate change, and elevate customer experiences. Open to connecting with leaders exploring AI-driven enablement, workforce transformation, or CX innovation.

Education

• University of North Carolina at Greensboro

  Bachelor’s Degree, Retailing and Retail Operations

  2004 — 2008