Christopher Hills Email and Phone Number
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Enthusiastic, forward-thinking manager, enjoys coordinating team work while identifying each members' strengths and opportunities to better support the business. I love a challenge and learning new skills. My specialities include customer experience, operations, workforce management, and crisis management. I am also an expert in aviation, and weather. I am adept at identifying the needs of my customers and stakeholders and delivering a quality product. I am passionate about my work, which comes across in everything I do, from the TV/Radio interviews for the company to my day-to-day interactions.My primary focus has always been the customer, and ensuring they have the best experience. This includes keeping them informed of anything that may affect their travel, and making sure they are the first to know. I am adept at identifying events that will affect travel, alerting customers, and coordinating the company's response to the events.
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Senior Customer Experience And Operations ManagerExpedia Group Jun 2017 - PresentSeattle, Wa, UsCustomer Experience focused while managing a team who's remit covers the operations of all contact centers supporting multiple white-label travel sites for financial institution partners in two countries.Excels in problem-solving while minding the business and account relationship between a large financial institutions and Expedia Group; leading the complex launch of a new contact center to support an existing partner.Develops and implements process and procedures to enhance efficiencies and customer experience; recent effort increased NPS 17 points for one partner.Use data analysis to drive improvements to KPIs across multiple partners; drove a 51 point SLA increase in 2022.Leads cross-team collaborations with various group across Expedia and externally with partners including business operations, workforce, training, finance, product, and tech.Expert communicator; creates and modifies presentations to partners and executives that distill complex ideas and data to an easily-consumable format.Successfully led multiple operations and product teams through migration of a white-label travel site to a new platform. First migration of this size ever at Expedia. Continue to support subsequent partner launches.As the Crisis Focal for Expedia Partner Solutions, I built out comprehensive playbook for crisis and dilemma events taking into account each partner’s specific requirements.Inclusion and Diversity - Serving as Global Communications Chair for Veterans at Expedia and Their Allies (VETS); created and led rebranding for the group to increase awareness and inclusion.
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Senior Manager Global Crisis Management TeamExpedia Group Jan 2016 - Jun 2017Seattle, Wa, UsManages a team of Crisis Management experts based around the globe. We monitor the world for events which may affect our customers and/or company, then organize and coordinate a response. Events include, but are not limited to, security situations, natural disasters, strikes, aviation incidents, invasions, and airline cessations. Coordination occurs with various stakeholders internally and externally, including workforce management, operations, corporate, and air and lodging groups. We also share information and make recommendations that may impact the business and customer experience.
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Manager Gce Command CenterOrbitz Worldwide Feb 2013 - Dec 2015Manages two teams:- Air traffic analysts - in charge of all outbound, event-driven, customer communication. Monitor weather and air traffic system in US/Canada and provides customers with delay information before airlines post delays. Monitors various news outlets for events, worldwide (hurricanes/blizzards/invasions/political unrest/strikes/etc), that may affect customers' travel. Creates alerts, pulls customer lists, coordinates company response with various entities. - Realtime analysts - in charge of monitoring all agents in all call centers for Orbitz Worldwide. Main functions: coordinates and adjusts agent skilling, monitors agent adherence, provides reporting.-Makes staffing adjustments based on our weather and event forecasts. Weather is the biggest driver for calls to call centers.Performed numerous TV and radio interviews on the subject of weather and its affect on air travel. Provided the voice talent for multiple IVR recordings used throughout Orbitz Worldwide
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Manager Orbitz Care CenterOrbitz Worldwide May 2010 - Feb 2013Managed two teams-Air traffic analysts - in charge of all outbound, event-driven, customer communication. Monitor weather and air traffic system in US/Canada and provides customers with delay information before airlines post delays. Monitors various news outlets for events, worldwide (hurricanes/blizzards/invasions/political unrest/strikes/etc), that may affect customers' travel. Creates alerts, pulls customer lists, coordinates company response with various entities. -Care Specialists - in charge of contacting all Orbitz Worldwide customers who were booked on a canceled flight, and proactively rebooking them on another flight.Performed numerous TV and radio interviews on the subject of weather and its affect on air travel.
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Air Traffic Analyst/Team LeadOrbitz Worldwide Mar 2003 - May 2010Team lead for Air traffic analysts - in charge of all outbound, event-driven, customer communication. Monitor weather and air traffic system in US/Canada and provides customers with delay information before airlines post delays. Monitors various news outlets for events, worldwide (hurricanes/blizzards/invasions/political unrest/strikes/etc), that may affect customers' travel. Creates alerts, pulls customer lists, coordinates company response with various entities. Performed numerous interviews on TV and radio discussing weather and effects on air travel.
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Air Traffic ControllerU.S. Army Aviation Feb 2001 - Mar 2003
Christopher Hills Skills
Christopher Hills Education Details
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Embry-Riddle Aeronautical UniversityGeneral
Frequently Asked Questions about Christopher Hills
What company does Christopher Hills work for?
Christopher Hills works for Expedia Group
What is Christopher Hills's role at the current company?
Christopher Hills's current role is Senior Manager Customer Experience and Operations at Expedia, Inc..
What is Christopher Hills's email address?
Christopher Hills's email address is ch****@****itz.com
What is Christopher Hills's direct phone number?
Christopher Hills's direct phone number is (425) 679*****
What schools did Christopher Hills attend?
Christopher Hills attended Embry-Riddle Aeronautical University.
What are some of Christopher Hills's interests?
Christopher Hills has interest in Social Services, Children, Education, Environment, Science And Technology, Animal Welfare, Arts And Culture, Health.
What skills is Christopher Hills known for?
Christopher Hills has skills like E Commerce, Call Centers, Analytics, Strategic Partnerships, Customer Experience, Management, Product Management, Weather/air Traffic Expert, Leadership, Team Leadership, Vendor Management, Crisis Management.
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