Christopher Hunter Email & Phone Number

Columbus, Oh, Us

- Lead Customer Experience (CX) End-to-End team responsible for optimizing the customer's complete journey with Safelite and its clients via business process analytics and re-engineering, content strategy, rapid test and learn iteration, and focused change management- Encourage, empower, and support a high-performing team that delivers critical and responsive results to meet our business partners' needs- Directly manage cross-functional CX initiatives that positively impact essential quality metrics while maximizing profit potential for the organization- Advocate for the customer experience while participating in programs across the organization to ensure continuity of quality for the customers of Safelite and its clients- Partner with other functions to help them realize their strategic vision and goals while keeping the customer experience appropriately in focus

Columbus, Oh, Us

- Provided expertise and insight into customer-centric best practices while developing new front-end Salesforce Service Cloud (SFDC) experience- Managed refinement process for business transformation CX requirements- Established new processes to enable capabilities to improve business impacts through transformation- Responsible for delivering net new CX functionality and for the continuity of evergreen CX capabilities throughout transformation

Columbus, Oh, Us

- Led strategic initiatives to design processes and identify opportunities to optimize the customers' end-to-end journey to improve conversion, retention, and NPS metrics- Operated enterprise Lost Customer Conversion program to aggressively improve customer retention and recovery- Provided CX expertise to business partners to drive strategic initiatives, enhance products and services, and optimize operations to improve the customer experience, increase profitability, and maximize efficiency

Columbus, Oh, Us

- Flight center operations functional lead / product owner for business transformation activities- Led planning and execution initiatives for a large scale SaaS software transformation, specifically Salesforce Service and Sales Clouds for use in a dynamic operational environment- Provided business process and change management expertise to digital transformation programs to improve the customer experience, increase the company's technology capability and adoption, and deliver profitability to shareholders

Columbus, Oh, Us

- Led process optimization initiatives throughout the organization to drive operational excellence by improving aircraft availability and utilization, operational response time, accuracy, and likelihood to recommend quality scores- Developed processes with the business and IT to design and implement its strategic framework to enhance value to our customers- Facilitated enterprise change management analysis, design, and execution to ensure transformation and program success

Columbus, Oh, Us

- Facilitated business process re-engineering (BPR) workshops with operations, CX functions and partners, suppliers, and service vendors to improve critical operational metrics such as aircraft availability, utilization, and efficiency- Participated in building the company's Lean Six Sigma, project management, and consultative employee acumen through coaching and project leadership, as well as through Kaizen events

New York, Ny, Us

- Provided Lean/Six Sigma consultation specializing in business process improvement, re-engineering, and continuous improvement- Collaborated with senior leadership and subject matter experts to implement best-in-industry methodologies for maximizing cost reduction and revenue generation for Genpact's clients- Designed contact center, operational, workforce management and supplier management initiatives that lead to significant business process outsourcing (BPO) opportunities to provide staffing lift to a highly seasonal operation- Conducted process improvement and re-engineering initiatives leveraging data analytics to deliver 10-15% cost savings realization in contact center operations- Managed projects as a part of a PMO to deliver continuous improvement to the business

St. Louis, Mo, Us

- Managed +$1MM annualized cost reduction initiative by co-leading an analytics and content management team to improve member and client service via enhanced knowledge management systems resulting in a reduction in escalations and deviations in a contact center environment- Managed simultaneous integration projects following Medco/Express Scripts merger, including client data and feature-set migrations between legacy systems with a completion time less than 1 year- Managed development-to-production user acceptance testing (UAT) validating technical processes for company-wide call center and pharmacy front-end systems- Managed elicitation of requirements for various business functions; including pharmacy insurance open enrollment, end-user security and permissions to access critical information, creating and implementing variance controls to maximize efficiency/minimize security risk- Managed ad hoc issues and improvement opportunities through our run team support and reliability governance process with a >95% first time resolution rate- Managed support of front-end pharmacy, data entry, and customer service platforms, including proprietary and Remedy-based applications

St. Louis, Mo, Us

- Developed, piloted, and maintained a new knowledge management system based on the BMC Remedy KM tool for enterprise-wide implementation- Assisted various business functions on projects, financials, and operations

Cincinnati, Ohio, Us

Customer service, data entry, Rx counting and inventory/office management