Christen Waggoner
San Antonio
Summary
Resourceful vice president with several years of results-oriented experience in business intelligence and operations management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.
Overview
10
10
years of professional experience
Work History
VP of Customer Experience Operations
CPS Energy
San Antonio
03.2016 - Current
- Led strategic planning initiatives to enhance energy efficiency programs.
- Oversaw the implementation of renewable energy projects and initiatives.
- Collaborated with stakeholders to develop long-term sustainability goals.
- Advocated for community engagement in energy conservation efforts.
- Developed and executed strategic plans to support the vision of the organization.
- Analyzed market trends to identify opportunities for growth within existing markets or new ones.
- Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
- Ensured compliance with federal, state, and local laws related to employment practices.
- Directed market research and analysis to identify trends and inform business decisions.
- Guided change management initiatives to ensure smooth adoption of new business practices.
- Managed annual budgeting process, including forecasting and financial analysis to optimize resources.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
Director of Customer Service
CPS Energy
San Antonio
01.2020 - 12.2021
- Led customer service strategies to enhance customer satisfaction across multiple channels.
- Developed training programs for staff to improve product knowledge and service skills.
- Collaborated with cross-functional teams to streamline service processes and workflows.
- Analyzed customer feedback to identify trends and implement service improvements.
- Managed escalated customer issues, ensuring timely resolutions and effective communication.
- Established performance metrics to measure team effectiveness and service quality.
- Conducted regular coaching sessions to mentor staff in best practices and solutions.
- Oversaw daily operations of the customer service department, optimizing resource allocation.
- Re-designed quality program to accurately evaluate team performance and provide feedback.
- Monitored call center performance metrics such as average handle time, first-call resolution rate, and abandonment rate.
- Collaborated with other departments to ensure customer needs were met in a timely manner.
- Identified areas of process improvement by analyzing call volume patterns and staff utilization rates.
- Participated in industry events to promote products and services, build relationships with clients, and expand brand awareness.
- Reduced department labor costs by managing overtime and refining shift schedules.
Manager, Customer Contact Operations
CPS Energy
San Antonio
08.2017 - 01.2020
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Developed and implemented strategic plans for energy management initiatives.
- Coordinated project timelines and resources for infrastructure upgrades and maintenance.
- Managed stakeholder communications to ensure alignment on project goals and timelines.
- Analyzed operational data to identify areas for process improvement and innovation.
- Collaborated with external partners to support renewable energy projects and initiatives.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
Education
Some College (No Degree) - Advanced Management Program
Rice University
Houston, TXSome College (No Degree) - Human Resources Development
Our Lady of The Lake University
San Antonio, TXSkills
- Organizational Leadership
- Strategic Thinking
- Emotional Intelligence
- Communication & Collaboration
- Customer Experience & Insights
- Employee Development
- Values Culture
- Coaching & Feedback
- Change Management
Timeline
Director of Customer Service
CPS Energy
01.2020 - 12.2021
Manager, Customer Contact Operations
CPS Energy
08.2017 - 01.2020
VP of Customer Experience Operations
CPS Energy
03.2016 - Current
Some College (No Degree) - Advanced Management Program
Rice University
Some College (No Degree) - Human Resources Development
Our Lady of The Lake University