Christopher Muniz Email and Phone Number
I bring extensive senior management experience leading strategy development and global operations for top brands. In each of my roles I have provided bold leadership that is supported by analytical data-driven decisions, which has earned significant wins in operational efficiency, customer experience and revenue/profit optimization. My experience includes creative problem solving, leading diverse global teams, and executing on operational strategies across functional areas like product, marketing, technology, and legal. I have achieved multimillion dollar revenue gains, award winning improvements in customer satisfaction, and transformed operations into efficient environments that help the company grow. I have a Bachelor of Arts in International Studies and Business Administration from the University of St. Thomas and an MBA in Global Management and International Business Development from Thunderbird School of Global Management. I am constantly exploring the landscape for "what's next?" and maintain an intense curiosity for how things work.Global Leadership, Global Team Management, Contact Center Operations, IVR, Telephony Tech, CRM, Customer Support, Customer Service Operations, Customer Experience (CX), SaaS, B2C and B2B ecommerce, Customer Satisfaction, Technical Support, Escalations, Analytical Skills, Data Driven, Operational Excellence, Digital Automation, Experience Design, Enterprise Services, Strategy Development, Stakeholder Management, Performance (KPIs) Management, Process Improvement, Project Management, Change Management, Business Process Outsourcing (BPO), RFP, Vendor Management, Risk Management, Fraud Management, Innovation, Policy and Process Development, Creative Problem-Solving, Engagement, Budget Management, Net Revenue Retention, Cost Reduction, Team Development and Coaching
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Vice President Of Customer ServiceThe Ironman GroupFlorida, United States
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Group Vice President Of Service Delivery And Network SupportBeachbody Jun 2020 - PresentSanta Monica, California, United StatesTransformed 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. -
Vp Of Service Delivery And Network SupportBeachbody Sep 2017 - Jun 2020Los Angeles, CaliforniaImplemented 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.
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Executive Director Of Partner Management And Financial OperationsBeachbody May 2015 - Sep 2017Los Angeles, CaliforniaLaunched 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
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Director Of Global Consumer Servicing & IvrAmerican Express Feb 2013 - May 2015Greater New York City AreaLed 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. -
Sr. Manager Of Strategic SourcingAmerican Express Apr 2011 - Feb 2013Greater New York City AreaConsulted 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.
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Sr. Manager- Strategic Reporting And AnalyticsAmerican Express Jul 2008 - Mar 2011Greater New York City AreaConsulted 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.
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Operations Training Supervisor And Duty ManagerSpace Center Houston Aug 2004 - Aug 2006Houston, Texas AreaLed 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.
Christopher Muniz Education Details
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Global Management -
International Business
Frequently Asked Questions about Christopher Muniz
What company does Christopher Muniz work for?
Christopher Muniz works for The Ironman Group
What is Christopher Muniz's role at the current company?
Christopher Muniz's current role is Vice President of Customer Service.
What schools did Christopher Muniz attend?
Christopher Muniz attended Thunderbird School Of Global Management, University Of St. Thomas (Tx).
Not the Christopher Muniz you were looking for?
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Christopher Muniz
Boston, Ma1medtronic.com -
4vacasa.com, novelcoworking.com, superdry.com, skinlaundry.com -
Christopher Muniz
Self-Motived Professional With Expertise In Analyzing Financial Information On Both Domestic And International Markets.New York, Ny1citigroup.com -
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