Christine Farrell

About Christine Farrell

Dynamic and results-driven operations leader with over a decade ofexperience transforming call center performance and customer experience atscale. I lead with a strategic mindset and a deep commitment to elevatingboth the employee and customer journey—driving measurable outcomes across24/7 global support, CRM implementation, escalation management, and customersatisfaction.Currently serving as Global Customer Support Manager at Service Express, Isuccessfully transitioned our support center to 24/7 operations, launched aninteractive remote training program, and introduced process innovations thatreduced engineer overtime by $300K and boosted callback efficiency by 30%.My leadership has directly contributed to industry-leading metrics: 99%Speed to Answer under 8 seconds and 95% First ContactResolution—underscoring my focus on proactive problem-solving and the Voiceof the Customer.I’ve earned consistent recognition as a Top 5% Leader in Employee Engagementwith a <1% turnover rate by building cultures of accountability, coaching,and upward mobility. Prior to this, I helped design Stryker Medical’s CRMknowledge management strategy and built a regional call center model atBorgess Medical Center serving over 500K patients.I specialize in blending people, process, and technology to deliverscalable, cost-effective support models—and I’m passionate about empoweringteams to exceed expectations while strengthening customer loyalty.

Experience

1. Global Customer Support Manager

   Service Express

   Nov 2017 — Present · Grand Rapids, MI, US

   In this role, I lead global initiatives to boost operations, elevateemployee satisfaction, and roll out new CRM systems. I implement customersupport strategies that align with business goals, driving satisfaction andretention. I also manage escalation protocols to ensure quick resolution ofcritical issues and clear communication with both customers and internalteams.• Transitioned call center to 24/7 operations within six months to enhanceglobal support.• Launched remote interactive training program, increasing team skills,competency, and productivity by 45%.• Increased callback efficiency by 30%, reducing engineer overtime by$300K, and boosting employee engagement by designing and implementingdelayed paging program.• Surpassed industry benchmarks with 99% Speed to Answer under 8 secondsand 95% First Contact Resolution by prioritizing Voice of Customer acrossomni-channel support.• Earned top 5% leader ranking in employee engagement for five consecutiveyears by maintaining a <1% turnover rate while mentoring team members towardinternal promotions.

Education

• Spring Arbor University

  Bachelor's of Science

  1998

• Spring Arbor University

  Master of Business Administration (MBA)

  2013 — 2014

Skills

• Clinical Research
• Managed Care
• Program Development
• Bls
• Hospitals
• Healthcare Information Technology
• Ems Management
• Healthcare Management
• Leadership
• Acls
• Operations Management
• Emergency Medicine
• Customer Service
• Emergency Management
• Patient Safety
• Marketing
• Nursing
• Cpr Certified
• Public Speaking
• Pals
• Medicine
• Hipaa
• Healthcare
• Emergency Services
• Hospital Incident Command