Christina M. Paperman
San Antonio
Summary
Operations, HR, and Customer Experience professional with two decades of expertise in escalations and compliance management. Skilled in leading remote teams and enhancing processes to protect multimillion-dollar revenues in financial services and travel industries. Specializes in ADA compliance and customer advocacy, achieving significant improvements in satisfaction and regulatory outcomes.
Overview
26
26
years of professional experience
Work History
Escalation Manager
Travel + Leisure Co. (Wyndham Destinations)
03.2023 - 04.2025
- Orchestrated concierge operations for 24,000+ members annually, increasing upgrade conversions by 15% while maintaining 100% audit compliance.
- Engineered escalation playbooks that cut resolution time by 30% and reduced repeat escalations by 20% YoY.
- Elevated SLA compliance and boosted CSAT scores +12 points by instituting daily KPI dashboards and performance reviews.
- Forged cross-functional partnerships with Product, Engineering, and Compliance, eliminating recurring defects and reducing escalated case volume by 18%.
- Facilitated ADA interactive conversations, successfully accommodating 100% of verified employee needs and ensuring full compliance.
Supervisor – Discovery Specialty Team
Travel + Leisure Co. (Wyndham Destinations)
03.2022 - 03.2025
- Directed inbound/outbound/escalation operations across phone, chat, and email channels; maintained 97% SLA adherence.
- Leveraged workforce data analytics to recommend HR policy changes, cutting compliance gaps by 22%.
- Designed onboarding and compliance training that shortened ramp-up time by 15% and improved policy adherence.
- Partnered with HR to resolve employee relations matters, supporting 20+ involuntary terminations with airtight documentation.
- Aligned with Marketing/CX to launch retention campaigns, driving member engagement up 25%.
Leadership Roles in Escalations, HR, Collections, Training
JPMorgan Chase – Card Services Division
01.2005 - 01.2022
- Directed escalations and collections; achieved SLA, compliance, and quality standards in a regulated environment.
- Partnered with Legal/HR/Compliance on DOL cases and unemployment claims; reduced risk exposure.
- Guided leaders on policy interpretation, terminations, and disciplinary actions; ensured documentation and compliance.
- Implemented KPI dashboards; improved operational efficiency +18%.
- Recovered $24M in vendor accounts; reduced expenses –8% through cost-control measures.
- Delivered HR compliance and employee relations training; reduced turnover –20%.
Operations & Training Leadership Roles
TeleTech Holdings, Inc.
01.1999 - 01.2005
- Directed call center operations, quality assurance, and training for domestic/offshore teams.
- Designed compliance training curricula; accelerated onboarding and strengthened adherence.
- Led workforce management, coaching, and performance reviews; improved retention and service quality.
Education
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Daytona State College
Skills
- Escalation management
- Employee relations
- SaaS operations
- KPI development
- Remote team leadership
- Process improvement
- HR management systems
- CRM platforms
Timeline
Escalation Manager
Travel + Leisure Co. (Wyndham Destinations)
03.2023 - 04.2025
Supervisor – Discovery Specialty Team
Travel + Leisure Co. (Wyndham Destinations)
03.2022 - 03.2025
Leadership Roles in Escalations, HR, Collections, Training
JPMorgan Chase – Card Services Division
01.2005 - 01.2022
Operations & Training Leadership Roles
TeleTech Holdings, Inc.
01.1999 - 01.2005
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Daytona State College
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