Christi Blair
Austin
Summary
Dynamic and results-oriented leader with a strong foundation in customer service, business development, and operations within the technology and healthcare sectors. Proven track record in Fortune 500 companies and start-up environments, excelling in program and project management, process improvement, and relationship development. Expertise in managing business systems, business partner relationships, and team growth and training.
Overview
28
28
years of professional experience
Work History
AppleCare Business Development Project Manager
Apple, Inc
Austin, TX
02.2017 - Current
- Supported AppleCare Services (ACS) partners by implementing new programs and overseeing operational projects to enhance collaboration with internal and external stakeholders.
- Managed multi-million dollar ACS channel projects and programs, including Sprint/T-Mobile migration and T-Mobile service fee adjustments, to enhance operational efficiency.
- Designed and deployed custom solutions to fulfill partner needs, facilitating successful sales outcomes.
- Oversaw AC+ feature modifications affecting ACS channel partners.
- Managed complex partner onboarding processes for ACS in AMR region, ensuring seamless integration and support for large-scale carriers including T-Mobile and Rogers.
- Spearheaded expansion of ACS in Brazilian market, introducing first Apple-supported ADH coverage.
- Led the design and implementation of a conversion utility tool to streamline processing of extensive AppleCare contract conversions.
- Championed representation of ACBD ACS team in capital planning process to enhance operational effectiveness.
- Developed ACS reporting assets in partnership with AC Business Intelligence, providing critical KPI insights on contract enrollments, cancellation rates, claim rates, and auditing for diverse teams, including executive management.
Refunds Business Analyst
Apple, Inc
04.2015 - 02.2017
- Oversaw the issuance of $37 million in refunds annually, streamlining processes to enhance operational efficiency.
- Coordinated the workflow and responsibilities of 7 rotation advisors, achieving the processing of over 50,000 quality program refunds in a 4-month period.
- Engaged regional partners to assess customer outreach needs, effectively reducing aging volume by 82%.
Vendor Management Business Analyst
Apple, Inc
01.2014 - 04.2015
- Oversaw management of 260 vendor advisors across 3 global sites.
- Enhanced Service Order Management (SOM) processes for global lines of business to optimize efficiency and support operational growth in FY14.
- Reviewed vendor performance metrics to ensure compliance with established quality benchmarks and service timelines.
Repairs Business Analyst
Apple, Inc
07.2013 - 01.2014
- Oversaw annual processing of 1 million repair holds to ensure operational efficiency.
Customer Service Director
deCODE genetics
Chicago, IL
01.2007 - 01.2012
- Designed and implemented customer service strategies to enhance support for new division.
- Evaluated and refined physician/patient reports, focusing on layout, content accuracy, and design improvements.
- Oversaw operational improvements that successfully decreased service turnaround time from 8 weeks to 2 weeks.
Client Service Manager
Esoterix, Inc. (Laboratory Corporation of America)
Austin, TX
01.1998 - 01.2007
- Oversaw a team of 14 full-time employees while providing guidance to 6 additional staff members to enhance productivity.
- Directed operations across four business lines to enhance service delivery and operational effectiveness.
- Executed delivery of 300,000 patient reports annually, maintaining high standards of quality and compliance.
- Coordinated resources and communication for national sales team of 50 professionals to optimize sales efforts.
Education
Bachelor of Business Administration -
The University of Texas
Austin, TXSkills
- Project management
- Business process improvement
- Performance tracking and analysis
- Strategic competitive assessment
- Cross-functional coordination
- Training and development
- Client and team relationship management
Timeline
AppleCare Business Development Project Manager
Apple, Inc
02.2017 - Current
Refunds Business Analyst
Apple, Inc
04.2015 - 02.2017
Vendor Management Business Analyst
Apple, Inc
01.2014 - 04.2015
Repairs Business Analyst
Apple, Inc
07.2013 - 01.2014
Customer Service Director
deCODE genetics
01.2007 - 01.2012
Client Service Manager
Esoterix, Inc. (Laboratory Corporation of America)
01.1998 - 01.2007
Bachelor of Business Administration -
The University of Texas
Continuing Education
Center for Professional Education, The University of Texas
- Unlocking Your Leadership Skills through the Power of Emotional Intelligence – 3/2022
- Managing and Supervising People – 8/2021
- Delegation and Accountability – 6/2021
- Intro to Financial Management – 5/2021
- Data Visualizations for Business Professionals – 3/2021
- Effective Time Management and Life Leadership – 2/2021
The University of Texas, Texas Executive Education
- Virtual Leadership: Leading Dispersed Teams – 12/2015
St. Edward’s University Professional Education
- Certified Business Analysis Professional (CBAP) Boot Camp – 4/2014