- Enjoying the art of baking and pastry-making, experimenting with recipes
- Avid Reader
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- I like looking at the stars and learning about constellations
CHRISTINE Baker
Https://www.linkedin.com/in/christine-baker-20b57720/
Summary
An ambitious professional seeking a position in the Energy field with a progressive, expanding corporation offering growth potential within the organization's structure.
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
23
23
years of professional experience
Work History
Senior Manager Consultant, Customer Strategy
Ernst & Young
04.2012 - 08.2024
- Drives improvement of the Customer Experience through independent and targeted evaluation, identifying key themes, producing resources, activities, and programs, and supporting Customer Service front line management
- Developed a customer experience program that leveraged survey results to measure retail and small business customer loyalty and satisfaction across 8 channels at a top financial institution
- Designed a governance structure that included multiple committees and an oversight model, detailing roles and responsibilities for each
- Developed an enterprise wide strategy to enhance customer-centricity and retain assets for an insurance company
- Restructured a department's organizational model to establish role clarity and specialization, as well as eliminating duplication of effort and customer contact
- Lead the evidence management effort for remediation activities of an OCC Consent Order at a top 5 financial institution, by developing the evidence plan and strategy, including creating an inventory of requirements and developing an approval process for over 700 files
- Validated a proof of concept that enhance enterprise compliance with regulatory requirements by improving systematic capabilities to identify potential UDAAP complaints at a top 5 financial institution
- Designed the target state vision for a client's Wholesale Treasury Management Services function desktop, and created a multi-year implementation roadmap including cost estimates, dependencies and key considerations to achieve the target state vision
Customer Experience Improvements Specialist
Fidelity Investments
11.2006 - 03.2012
- Drives improvement of the Customer Experience through independent and targeted evaluation, identifying key themes, producing resources, activities, and programs, and supporting Customer Service front line management
- Collaborates with other Quality partners, such as Voice of the Customer, Client Readiness, Risk/Compliance, and Learning and Development
- Performs audits of Customer Service calls for external corporate clients, identifying issues and providing solutions ensuring customer retention, loyalty and improving customer satisfaction from 79% in 2010 to 83% currently
- Evaluated suggestions from associates and clients, and developed solutions saving the company $4.2 million in annual savings in less than a year
- Identifies training requirements and coordinates and facilitate training for associates
- Partners with management by providing trends, feedback, analysis, direction and shares best practices to help improve service delivery and the overall customer experience
- Prepares statistical reports for management evaluating findings based on operational practices
- Develops processes and implements feedback in order to better align with departmental vision and goals of quality improvement and increasing productivity
- Participates in the team onboarding of new team members, guiding them on how to evaluate interactions, prepare reports and make recommendations
Retirements Customer Service Specialist
Fidelity Investments
11.2005 - 11.2006
- Interact with customer via inbound calls, responding to request for information and assistance with their payroll, 401k and pension plan while adhering to federal and corporate regulations and policies
- Established trust with customers through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Pre-Graduate Research Intern
University of North Carolina
05.2005 - 09.2005
- Developed software programs comparing competing hurricane prediction models, determining that the new model increased hurricane forecast accuracy by 20%
- Researched, developed, prepared and delivered oral briefings on the findings of the two hurricane prediction models
- Scientific crew member aboard a NOAA Synoptic Surveillance mission around Hurricane Emily
Tutor/Student Manager
Embry-Riddle Aeronautical University
01.2002 - 05.2005
- Managed students who worked in the Weather Center
- Provided technical assistance with computer programs in the lab and tutored students in all meteorology classes
- Presented tours and discussed weather topics with visiting dignitaries, parents, students and community schools
- Organized a group of students to volunteer at the American Meteorology Society annual meeting in 2005
Education
Master of Business Administration - Marketing
University of Phoenix
04.2009
Bachelor of Science - Applied Meteorology, Air Traffic Management
Embry-Riddle Aeronautical University
05.2005
Skills
- Flexibility in Changing Environments
- Critical Thinking Abilities
- Strong Relationship Management
- Cross-Functional Team Engagement
- Self-Motivated Work
- Results-Focused Individual
- Optimistic Mindset
- Commitment to Continuous Learning
Affiliations
- American Meteorological Society & National Weather Association, North Texas Chapter Member
- Keller Community Emergency Response Team, Volunteer
- Team In Training, Participant
Interests
Timeline
Senior Manager Consultant, Customer Strategy
Ernst & Young
04.2012 - 08.2024
Customer Experience Improvements Specialist
Fidelity Investments
11.2006 - 03.2012
Retirements Customer Service Specialist
Fidelity Investments
11.2005 - 11.2006
Pre-Graduate Research Intern
University of North Carolina
05.2005 - 09.2005
Tutor/Student Manager
Embry-Riddle Aeronautical University
01.2002 - 05.2005
Bachelor of Science - Applied Meteorology, Air Traffic Management
Embry-Riddle Aeronautical University
Master of Business Administration - Marketing
University of Phoenix
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