Christina A. Email & Phone Number

San Antonio, Tx, Us

Dallas, Tx, Us

Assist in overseeing the governance and fiduciary responsibility to manage investments and funds in the best interest of all stakeholders. Assist the director in building a fiscal structure that will best promote the Trust’s investment goals: identifying tolerable risk, adhering to investment policies, satisfying the prudent-investor requirement of ongoing supervision, and performance tracking.

San Francisco, California, Us

Launch: Responsible for the design, development, implementation, deployment and management of a Fintech Customer Service Team, Training Program, and QA - supporting over 500 platforms, 7.8M users and $39B+ in funds processed.Wrote complete training program for agents, launched the San Antonio Branch online (Remote team) in addition to adding a Tech Support team to the structure, exceeding expectations of the company as well as the partner Bank.Performance Optimization: Effectively manage crisis situations.Identify and manage a list of issues from inception to resolution and root-cause analysis.Meet all KPIs.Build and enhance coaching rubrics.Partner with other groups to ensure that prioritized initiatives are well received and leveraged within the organization.Drive service strategy in partnership with all Synapse’s business line and product owners: develop, measure and optimize the performance of customer service program across both synchronous and asynchronous channels.Strategic Action: Manage critical customer support escalations and crisis situations.Effectively identify and manage a list of issues from inception to resolution and root-cause analysis.Collaborate closely with Synapse's compliance and engineering teams to ensure the customer's transition to scale is as seamless as possible.Oversee resolution to complex calls.Organizational Leadership: Effectively utilize system applications to achieve desired outcome.Drafting, implementing and executing policies and procedures to facilitate a quality customer service experience.Lead key strategic direction and objectives for Customer/Tech Support department, and driving the necessary changes for improvement of operational efficiency.Oversee impactful learning program development that translates business needs into individual skill.

Military Contract - first awarded position via SAIC and then with SpecPro Technical Services (Bristol Bay). "We apply innovation and vision with advanced Technological Solutions satisfying the needs of our government and clients." SpecPro Technical Services has the specialized management and technical experience needed to handle the management and technical support challenges of any size program. Our professional staff is a blend of scientists and business professionals that apply innovation and vision with advanced technologies to satisfy the needs of our government and industry partners."Active ClearanceTrains personnel by utilizing various forums, such as formal classroom training courses, course facilitation, on-line facilitation, and web based instruction. Prepares all training material, such as but not limited to course outlines, course manuals, background materials, workbooks, handouts, completion certificates, course assessment forms, and training aids. Maintains currency in the area of expertise and is expected to function as an expert in the specialty field (Medical Software). Prepare lesson plans and training manuals as necessary to provide the instruction needed. Distribute and inform users about new procedures and policies established to improve system efficiency. Troubleshoot system software problems and provide technical guidance to users in overcoming difficulties with software.Must also provide ad-hoc training to individuals and small groups on ICDB (Integrated Care Data Base) features and capabilities, as appropriate.Formulate proposals for training rollouts of newly deployed software. Travel required, security clearances as well.Tier II Support: Provide technical assistance to users worldwide by providing real time support via BMC Remedy IT Service Management Suite (A full set of IT service management applications that share a native, purpose-built architecture and used by MHS for all incident tickets).

Lead a team in the design, development, implementation, & evaluation of professional development courses, tools, & resources for all company associates.Expertise in planning and implementing performance solutions that increase top- and bottom-line profitability.• Strategic Action: Successfully manage local and remote Training Team that meet Pocket’s strategic business needs, and meet the learning needs of 2000 employees – on time and under budget. Created & implemented a Leadership Development Platform.• Change, Growth, and People Leadership: Developed assessment strategies that successfully impacted retail sales and call center staff and promoted acceptance and application of new behavioral change to increase sales and reduce customer complaints. Model attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.• Performance Optimization: Reduced Pocket’s training travel budget 20% over a 6-month period by building an online university with an open source platform and collaboratively developing tools used by all levels of staff to create and maintain the most cost- and instructionally-effective training methods.• Joint Ventures and Alliances: Integrate new systems and create training for joint ventures (Pocket Power, an Electric Company) and alliances (CellFix, Houdini Software, e-Securitel). Participate in all operational readiness tests from business rules to launch when implementing new processes, procedures, and products. • Collaboration: Consult with subject matter experts and internal partners to contribute to the design, development and maintenance of training programs.

Paris, Fr

Develop, train and execute training strategies and related sales programs. Direct staff towards achieving outstanding customer experience, sales and service center goals in a dynamic, high volume sales environment. Partner with company executive teams to design, develop, and execute the company’s training strategy, as well as establish and implement training department objectives, strategies, policies and processes that result in driving employee learning, development and productivity. Responsible for managing the training team, overseeing the planning and coordination of training initiatives and the facilitation of instructor-led training programs and events. Execute developmental planning for associate growth and succession planning. Provide solid leadership and demonstrates a high level of collaboration skills to deliver value-added growth for the business.

Ba, Mass Communication & Journalism

Mba, Human Resource Management

Education record