Chris Knop Email & Phone Number

Hong Kong Sar

Hong Kong, Hk

Leading Shangri-la Group's Corporate Reservations, OTA & B2B Data Distribution, Customer Engagement & Process Transformation contact centre operations.

Seattle, Wa, Us

Led global customer operations for B2B businesses at Expedia Group - ecosystem of travel suppliers that distribute on the Expedia Group platform, and partners powered with Expedia Group technology and inventory.Brought functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.•People leader of operations teams located in US, EMEA, APAC, LATAM (internal & vendor resources)•Contact centre voice, live and virtual agent chat, AI automated self-service in 20+ languages servicing hotels, vacation rentals (700K+ accommodations) flights (500+ airlines) car rentals, activities and loyalty •B2B & B2C customer service for 35K+ external partners powered by API, White Label Template and TAAP•Supported 5x global B2B revenue growth including 21Kx growth in China•Change management & transformation, workforce planning, P&L ownership, business continuity•Accountable for NPS, SLAs and cost per contact performance

Toronto, Ontario, Ca

Strategic advisor and implementation consultant for the Hong Kong contact centre. The operations handle Independent Financial Products, Wealth Management, Investment Linked Assurance Schemes, MPF, Group Life & Health and Insurance Agent Support.•Strategy and operations reviews across customer touchpoints providing comprehensive recommendations on:•Headcount, workforce planning, efficiency & productivity, regulatory requirements, reporting, training, quality assurance, technology and digital channels•Process reengineering & transformation•Project management

Wong Chuk Hang, Hong Kong, Hk

Corporate Social Responsibility & Sustainability advisor to the company's senior management team for this luxury fashion retailer.•CSR & Sustainability strategy and implementation •Framework based on ISO26000 •ESG reporting and associated cost reduction opportunities •Leveraging company core competencies to nurture emerging industry talent

Luxembourg City, Lu

Global strategy, implementation and leadership for the company’s sustainability and corporate social responsibility programme.•Framework based on ISO26000•Company annual report preparation for sustainability section •Over USD$12 Million in identified sustainability cost savings around energy and travel •Identified marketing, branding and revenue opportunities from sustainability programme

Hk

Provided professional advisory and consulting services to top tier hotel and hospitality clients: Melco-Crown Entertainment - City of Dreams integrated resort comprised of Crown Towers, Hard Rock Hotel, Grand Hyatt (2270 rooms total); Galaxy Entertainment Group; Starworld.•Project and vendor management remit for pre/post opening business systems implementation •Systems included: Cisco network, call manager, UCCX contact centre system, IP telephony, IPTV hotel room and digital signage installation, Oracle Micros Opera systems •Integrated contact centre strategy and consulting support •KPIs, quality systems and reporting tools implementation

Hong Kong, Hk

Led global customer service for Shangri-La contact centres, driving operations excellence for the group.•Accountable for teams handling global contact centres servicing 36 countries; central reservations operations of 2 Hong Kong hotels & 3 Singapore hotels; central reservations system database integrity•Established the Kuala Lumpur contact centre, scoped China contact centre operations, consolidated global offices and implemented Oracle Micros Opera CRS•Winner of multiple contact centre awards for centres in Hong Kong and Malaysia•P&L accountability•People leadership, project management, operations transformation and service metrics•Introduced key initiatives as Major Facilitator - ESG & CSR

Basking Ridge, Nj, Us

•Customer service & call centre management, APAC region•Managed and hosted audio, net and video conferencing services

Mascot, Nsw, Au

•Customer service and call centre operations •Team management and quality control•Workforce management and resource planning•IT business systems UAT and project management•Site fault co-ordinator•Contact centre setup support

•International travel consultant•GDS Galileo•International and domestic fares and ticketing I&II- All aspects of small business management

Exercising Leadership: Foundational Principles

Education record

Travel & Tourism Management, Tourism And Travel Services Management