CHRISTENE WHITE
Princeton,WV
Summary
Dynamic customer experience professional dedicated to fostering team collaboration and delivering exceptional results. Expertise in customer relationship management, conflict resolution, and leveraging data-driven insights to inform strategic decisions. Recognized for reliability and adaptability in fast-paced environments, consistently enhancing customer satisfaction while driving business growth. Committed to creating impactful experiences that align with organizational goals and elevate overall performance.
Overview
13
13
years of professional experience
Work History
Customer Experience Leader
EchoStar
Bluefield, WV
08.2024 - Current
- Led cross-functional initiatives to enhance project delivery and team collaboration. Oversaw project phases to ensure alignment with organizational objectives. Championed efforts to foster a culture of initiative and teamwork across departments.
- Directed site operations to address underperformance by aligning leadership and implementing strategic interventions. Championed initiatives that fostered team collaboration and improved overall site metrics. Oversaw the execution of targeted strategies to enhance site productivity and effectiveness.
- Facilitated leadership development through transparent coaching and a performance improvement plan (PIP) to achieve significant performance turnaround.
- Identified and elevated two internal agents to coaching positions to strengthen team capabilities and exceed performance benchmarks.
- Analyzed audit processes and executed corrective actions, resulting in a shift from failing scores to achieving perfect 100% compliance by year-end.
- Implemented strategic changes to foster a culture of engagement, resulting in the site achieving the highest employee engagement ranking in the business unit.
- Implemented strategies to enhance operational efficiency and foster talent development within Bluefield.
- Ensured high-performance standards at Bluefield through rigorous developmental oversight.
- Facilitated leadership growth for new manager, Melissa, by instilling a culture of urgency and accountability within the coaching staff.
- Implemented comprehensive coaching programs to enhance skills and performance, achieving recognition for the #1 ranked coach in CP department.
- Oversaw performance metrics, leading the department in achieving exceptional audit scores, calibration scores, and consistent leadership attendance.
- Drove 'boostscriber' objectives across all three sites by fostering direct agent engagement and establishing high-accountability expectations to enhance overall company performance.
- Implemented proven incentive strategies to foster motivation and drive success within the department.
- Assisted in the execution of the department mentor program launch, ensuring alignment with project objectives and support for leads.
Operations Manager
DISH
Bluefield, WV
02.2013 - 08.2024
- In 2024 reopened the Bluefield site as the primary leader. Hired new employees and launched Boost officially on site.
- Developed and maintained relationships with internal and external customers.
- Managed multiple skills such as CS, Tech, Sling and owned all operational functions for our International business unit.
- Analyzed and reported on key performance metrics to senior management.
- Devised processes to boost long-term business success and increase profit levels.
- Observed each employee’s individual strengths and initiated mentoring program to improve areas of weakness.
- Led hiring, onboarding and training of new hires to fulfill business requirements for our International team.
Education
Some College (No Degree) - Communications
Skills
- Superb Time Management Skills
- Complex Problems Analysis
- Strategic Partnership
- Leadership
- Sales
- Solution focused
- Strategic thinking
- Team management
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Reliability
- Teamwork skills
- Call center experience
- Adaptability
- Emotional intelligence
LANGUAGES
English
Timeline
Customer Experience Leader - EchoStar
08.2024 - Current
Operations Manager - DISH
02.2013 - 08.2024
Concord University - Some College (No Degree), Communications