Degrees
Hi, I’m
Christina Derziotis
Coventry,RI
Life shrinks or expands in proportion to one’s courage.
AnaÏs Nin
Summary
Strong and collaborative leader and problem-solver with a fanatical devotion to lifelong learning and creating environments to do things differently. My passion is customer advocacy and experience and success. Dedicated to streamlining operations, supporting employees in renewing customer focus, decreasing costs, and promoting organizational efficiency. Skilled in adaptation and agility required to and enhance the organizational brand while exceeding goal expectations. I believe innovative thinking, collaboration and experimentation can positively influence outcomes for the customer, employee and business. I also believe that customer ascendancy begins with company dynamics. In particular, work-culture match, diversity and development opportunities, as well as individual intrinsic motivation and growth mindset on the part of the employees, who aim to create and sustain value on behalf of the customers.
Overview
2
21
Certifications
3
In Progress
20
Professional Experience
Work History
Advance America, RI
Divisional Director of Operations
11.2011 - 02.2022
Job overview
- Sought methods to improve current practices, processes and products by identifying problems and proposing solutions.
- Set expectations, developed plans and managed processes to measure, assess and improve quality of programs and compliance by measurable results.
- Coordinated efforts with corporate risk management and loss prevention regarding implementation of best practices.
- Experience with sensitive employee relations – built lasting relationships through empathy, guidance, consulting, and mutual respect.
- Interacted well with customers to cultivate and strengthen relationships using strong issue resolution and dynamic communication skills.
- Managed collections, sales, marketing, and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Identified and tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating marketing contracts for more advantageous terms.
Stop & Shop Supermarkets Co, RI
Customer Service Operations Manager
06.2001 - 11.2011
Job overview
- Ensuring each department is properly staffed and up to store standards with quality and quantity of merchandise
- Regular walk thru of departments ensuring daily/nightly tasks are completed effectively
- Immediate reaction to product recalls, customer complaint/praises, and store emergencies
- Use weekly projections to determine daily sales and payroll and distributing weekly hours to each department
- Maintain AML, Federal, State, OSHA, Food Safety and employee Union regulations
- Track, share and improve upon customer store promotion scores
- While simultaneously maintaining CSM functions including but not limited to:
- Store safety
- Customer service integrity
- Loss prevention (correct product deliveries, alarm perimeter, proper handling of perishable product, cash and inventory control)
- Conduct store opening and closing procedures
- Train, assist and evaluate new employees in customer service techniques and store procedures
Skills
- Change Leadership & Management
- Relentless Customer Focus
- Employee Empowerment & Autonomy- Creating Dissidents
- Evaluate People, Process, and Technology to Drive Change
- Business Leadership & Multi-unit Operations Management
- Business, Employee & Process Performance Improvement
- Recruiting and Onboarding
- Payroll Administration and Timekeeping
- P&L Administration
- Business Strategy & Growth Initiatives
- Market and Competitor Research
Certification
- Change Management, SNHU - 2022
- Strategic Analysis, SNHU - 2022
- Foundations of Leadership, NSLS - 2022
- Certified Teacher's Assistant, Coventry Public Schools - 2023
- Mortgage Origination License - 2023
Languages
sign language
Native or Bilingual
Timeline
Divisional Director of Operations
Advance America
11.2011 - 02.2022
Customer Service Operations Manager
Stop & Shop Supermarkets Co
06.2001 - 11.2011
Rhode Island College
Bachelor of Arts from Psychology
Southern New Hampshire University
MBA
Accomplishments
- Achieved 500% product sales increase YOY through divisional training, empowerment and competition.
- Used Microsoft Excel to develop, update and track individual store performances and metrics outside of Tableau and PowerBI.
- Collaborated with team of 40 in the development of Fuse.
- Achieved single digit bad debt % by introducing Fuse for collection tasks.
- Led and collaborated with team of 40 in the successful development and launch of Fuse - a highly disruptive and digital statewide initiative that changed significantly changed employee tasks and roles, customer expectations and employee/customer interactions with little turnover and financial loss during pandemic, while effectively keeping pulse scores high.
- Developed and initiated mentoring programs based on each employee's individual strengths to improve areas of opportunities.
- Created, spearheaded and/or oversaw numerous divisional special projects aimed at employee or business growth.
Availability
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Education
Rhode Island CollegeProvidence, RI
Bachelor of Arts from Psychology
Southern New Hampshire UniversityHooksett, NH
MBA
04.2023
University Overview
- Honor Roll 2022 & 2023
- 3.9 GPA
- National Society of Leadership & Success Member