Christopher Muniz Email & Phone Number

Florida, United States

Santa Monica, California, United States

Transformed service into a cost efficient and revenue positive operation that drove customer engagement and retention.Guided and redirected the organization to focus on cost management through digital automation, outsource consolidation and efficiency improvements. These reduced the cost to serve by more than 30%. Delivered multimillion dollar gains in net retained revenue by delivering major enhancements to returns, payment card retry and the dispute handling policies and processes.

Los Angeles, California

Implemented a customer-first culture across the business to drive record satisfaction scores.• Drove sales and satisfaction by leading voice of the customer feedback sessions with marketing, product development, tech, and supply chain-delivery teams to improve policy, process and product.• Improved satisfaction scores from 5.0 to 9.0 (out of 10) through intense customer needs and sentiment analysis followed by training, policy and process workflows improvement. • Earned News Week’s 2020 America's Top Customer Service Company Award in Health and Fitness.

Los Angeles, California

Launched and scaled service operations for a rapidly growing ecommerce customer base (B2C, B2B, SaaS).• Scaled from a few hundred to ~2,000 agents across multiple BPO contact centers. • Led change management efforts to establish a professional customer-centric culture driven by clear performance metrics, accountability and continuous improvement. • Defined the guiding principles of the service organization and the dozens of policies and processes that lay out how to deliver service for the various types of customers. • Reduced costs by 20% with robotic process automation to streamline transactional work

Greater New York City Area

Led the global Prepaid business through rapid product innovation and expansion. • Co ownership of P&L Accountability, financial targets and managing budgets. • Expanded the 24/7 live global support operations across dozens of countries by re organizing the eight global contact centers into regional language hubs. • Drove customer acquisition, engagement, and retention by guiding product development, risk and marketing teams through customer challenges with the product and solutions. • Reduced costs by 25% by consolidating Prepaid card manufacturing with the broader Amex function.

Greater New York City Area

Consulted on how to optimize customer experience, cost and revenue for all World Service operations. • Designed and drove complex RFPs to match the available BPO CCaaS offers and regional country analysis with the changing needs of the enterprise and Amex product owners. • Effectively presented complex sets of data and recommended actions to executive leaders • Launched and maintained exit-replacement strategies for all critical operations.

Greater New York City Area

Consulted on how to improve operational performance through rigorous progress reporting and data insights. • Created a consultative reporting governance program focused on the key performance indicators of 75 different vendor operations covering customer engagement, retention, sales, support, rewards, manufacturing and delivery. • Delivered detailed presentations on KPI and financial performance to senior leadership highlighting opportunities and the largest and quickest paths to drive improvement• Created a global center of excellence on scorecard analytics to support the needs of the growing servicing portfolio.

Houston, Texas Area

Led employee training and development programs and managed the daily operations of the NASA-Johnson Space Center(JSC) Visitors Center by organizing and leading a diverse workforce of more than 300 employees to ensure an exceptional experience for all 3,000+ daily visitors.

Master Of Business Administration (Mba), Global Management

Bachelor Of Arts (Ba), International Business