Christy Giganti Email and Phone Number

* Collaborated with colleagues to redesign a Nutrien Financial process which saves time and streamlines user experience. Completed process mapping, documented decisions, and wrote requirements.* Managed requirements and designed testing for agile delivery of new website capabilities for Nutrien Financial.

• Headed $4M 1.5-year program with 5 project managers to upgrade 5 Aspect dialer and workforce management (WFM) systems for 20 countries supporting 2,000+ Collections, Sales, and Fraud agents handling 200+ million calls per year. Completed by the vendor’s end-of-service-life date with no operational impacts. Removed budgetary and bureaucratic roadblocks by leveraging my network and escalating when appropriate.• Led collaboration with vendor and internal colleagues to develop a new… Show more • Headed $4M 1.5-year program with 5 project managers to upgrade 5 Aspect dialer and workforce management (WFM) systems for 20 countries supporting 2,000+ Collections, Sales, and Fraud agents handling 200+ million calls per year. Completed by the vendor’s end-of-service-life date with no operational impacts. Removed budgetary and bureaucratic roadblocks by leveraging my network and escalating when appropriate.• Led collaboration with vendor and internal colleagues to develop a new on-premise Genesys dialer solution incorporating ~750 requirements gathered from 18 countries. Negotiated Minimum Viable Product (MVP) scope and relative priority of requirements submitted by competing stakeholders.• Guided deployment of US Collections back-end and front-end systems upgrade, delivering improved user experience, automation, stricter regulatory compliance, and modernized infrastructure. Mediated discussions between IT and business partners to ensure local goals were balanced with global priorities and timelines. Observed and consulted front-line employees to ensure accurate understanding of user experience. • Established product backlog management processes for both US and global Collections, including JIRA Kanban boards, resulting in clearer communication between IT and business stakeholders. Coached colleagues on agile methodologies including user story writing and backlog maintenance.• Managed development of Qlik Sense and SAS Visual Analytics reporting capabilities for 16 countries. Established clear communication of team bandwidth and priorities.• Served as interim senior manager of Global Service Center Contact Management Operations which administers inbound, outbound, and WFM management for Asia, Europe, Middle East, and North America.• Administered global $5-10M annual Collections budget for 150+ projects spanning 25 countries, including executive reporting and cost tracking.• Co-chaired onsite health checks in Argentina, Malaysia, Mexico, and the US. Show less

Drove process improvements in customer contact strategies with emphasis on efficiency gains, delinquency reduction, and minimizing reputational risk.• Championed efficient customer journeys through data analysis, call monitoring, and direct user feedback resulting in automation, systems integrations, and simpler workflows.• Assessed local market needs, capabilities, and benefit opportunities through a combination of onsite visits and remote collaboration, achieving staffing demand… Show more Drove process improvements in customer contact strategies with emphasis on efficiency gains, delinquency reduction, and minimizing reputational risk.• Championed efficient customer journeys through data analysis, call monitoring, and direct user feedback resulting in automation, systems integrations, and simpler workflows.• Assessed local market needs, capabilities, and benefit opportunities through a combination of onsite visits and remote collaboration, achieving staffing demand reduction of up to 10%, as well as improved risk management.• Authored global manual for dialer management including establishment of Key Performance Indicators (KPIs).• Created Collections, Fraud, and Sales contact center reporting requirements. Show less

Managed call center analysts who administered outbound and inbound call activity.• Executed dozens of specialized campaigns for over 1 million delinquent accounts across 7 domestic and international contact centers on 20 Davox Unison dialers.• Trained employees in dialer administration, the first offshoring of its kind in the bank. Established and monitored service level agreements (SLAs). The team has since grown to 60+ staff supporting 15 countries.

Administered ~100 agents on a Melita Conversations dialer.

Motivated team of credit card collectors to meet financial targets and service levels using the Center for Business Solutions (CBS) call model.

Collected on first-party credit cards on inbound and outbound calls for overlimit through pre-chargeoff accounts. Researched and resolved customer issues including payment research, complaints, and disputes.

Coached DirecTV technical support representatives and handled escalated calls. Wrote equipment reference guide and composed call scripting.