Christopher Hills Email & Phone Number

Seattle, Wa, Us

Customer 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.

Seattle, Wa, Us

Manages 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.

Manages 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

Managed 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.

Team 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.