Christina Massey Olson

• Supervised, assisted and coached other operations managers.
• Motivated team members and devised strategies to improve workflow.
• Established short- and long-term company goals, policies and procedures, monitoring progress and results.
• Designed and analyzed internal reporting systems and procedures for company.
• Provided strategic recommendations to supervisors and managers regarding new or modified company practices.
• Designed and implemented hiring and training practices for personnel. Both on and off shore
• Mitigated business risks by working closely with staff members and assessing performance.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Prepared staff work schedules and assigned team members to specific duties.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
• Implemented successful business strategies to increase revenue and target new markets.
• Merger and Acquisitions integrations and onboarding

• Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
• Assessed, optimized and elevated operations to target current and expected demands.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Implemented process improvements based on identification of productivity or quality issues.
• Evaluated and processed shift reports to assess metrics and make proactive adjustments to future plans.
• Delivered positive customer experiences by implementing effective quality assurance practices.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics to implement improvements.
• Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Conducted performance reviews providing coaching and feedback to benefit both company and employee.

• Manage the day to day operations of the BOS Team which includes two supervisors, an analyst and 16 Business Operations Specialists
• Support of CB WD 2018 Rate Code Transformation Project
• Responsible for talent acquisition and oversight for both Comcast employees and Contractors
• Strong focus on evaluating and enhancing employee potential, both individually and in teams
• Assisted with decision-making and strategy planning, initiating productive relationships with multiple teams within the Comcast Business and the Finance organization for Comcast Business West Division
• Assessed team proficiencies, identifying and targeting areas for improvement. Took action to improve key metrics by addressing behaviors and influencing outcomes
• Empowered staff members to contribute to the continuous improvement, quality and growth of the BOS Team
• Promote ongoing development and growth opportunities for support personnel
• Maintain, improve, as well as stand up successful and timely solutions for both non revenue and revenue generating projects.
• Strong partnership and collaboration with the Comcast Business Revenue Assurance and HQ teams to determine and prioritize BOS workload and projects

• Offered solutions and influenced implementation of strategic initiatives aimed at improving the overall operations of the SIKAA line of business
• Part of the team who reduced SIK activation calls by 22.9% through IVR routing logic improvements
• Traveled internationally and within the US in support of nine SIKAA sites initially then consolidated to six sites to more efficiently balance near shore and far shore allocation
• Successfully met line adherence expectation of 92% in 85% of the 30 minute service intervals
• Achieved Rep Sat over 85 and qFCR over 87
• Improved Digital First results, eMail capture from 70% to over 85%, My Account App from 52% to over 84%, Improved ITG compliance from 60% to 80%
• Attended NPS training in Philadelphia to best support and roll out NPS across SIKAA three business partners in six sites
• Supported SIKAA Teleperformance Davao who was the first vendor site to implement NPS for Comcast
• Successful launch of S4X Quality Program across all six SIKAA sites
• Built excellent working relationships with Convergys, Teleperformance and Alorica as well as various Comcast teams.

• Traveled to both owned and operated sites in the US as well as internationally to help train and support retention agents.
• Temporarily relocated to onboard a new Quality Manager in Harlingen, TX
• Fostered a positive and productive relationship with National QA, other Local QA Managers across eleven owned sites and our outsource partners
• Increased QAS productivity from 65% to over 85% consistently in order to meet the demands of the business
• Developed QAS who could drive positive public relations with the Operations team and effectively influence/drive the behaviors needed to increase results
• Rolled out the At Home program for Dish in Riverfront.
• Managed Tool Exception Chat which is an internal agent facing group Managed Customer Service, Dr. Dish and Loyalty Chat
• Responsible for the operation of the Riverfront and Thornton call centers.
• Responsible for motivating, supervising and supporting the Customer Service staff to ensure sales/retention performance goals and objectives are met and maintained.
• Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Help to develop effective leaders who can bring out the best possible performance in their people while building loyalty and creating a true sense of partnership/respect.
• Manage allocation of resources to ensure efficient service levels that maximize the profitability of the business
• Provide leadership, guidance and direction to Supervisors, and Quality Improvement/Development Teams in the customer retention environment
• Provide quantitative feedback to marketing services which enables the business to keep a pulse on the day to day customer interaction and implement change where necessary
• Provide intelligence and corrective measures to the business in regard to quality assurance trends and areas in need of immediate attention

Attended CSU Global to complete Bachelors in Organizational Leadership