Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Christine Cummings

Jackson

Summary

Strategic and results-driven executive with extensive experience leading global contact center operations, sales, service, and BPO partnerships. Proven track record in driving revenue growth, elevating customer experience, and optimizing in-house and outsourced teams across multiple geographies. Skilled in go-to-market strategy, performance management, vendor governance, and digital transformation, including omnichannel operations, AI-driven self-service, and CRM integration. Recognized for transforming contact centers into revenue-generating engines and customer experience differentiators.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Vice President, Sales & Service Contact Center Ops

CARiD (Auto Parts, LLC)
03.2024 - Current
  • Directed global sales and customer care operations across in-house and BPO contact centers, overseeing 500+ agents serving 1.2M customers annually.
  • Delivered $35M in annual revenue growth by implementing sales enablement strategies, optimizing scripts/playbooks, and aligning incentives; increased sales close rates by 22%.
  • Transformed contact centers from cost-center to revenue driver via consultative sales and proactive care models, increasing retention and lifetime customer value.
  • Launched Voice of the Customer analytics and journey mapping, reducing churn by 15% and improving NPS/CSAT by 20%.
  • Built governance and performance frameworks for global BPO partners, ensuring accountability, scalability, and brand-aligned service delivery.
  • Spearheaded digital transformation (cloud platforms, omnichannel orchestration, AI/automation), enhancing agent efficiency, reducing handle time, and improving resolution speed.

Vice President, Acquisition & Base Management

Altice USA
01.2021 - 03.2024
  • Led enterprise-wide acquisition and lifecycle marketing strategy, delivering $75M YoY growth in new customer acquisition across a base of 4.6M customers.
  • Optimized multi-channel acquisition (digital, social, search, affiliate, direct mail, partnerships), reducing CPA by 34% and improving conversion rates.
  • Designed and launched loyalty, rewards, and CRM programs, boosting retention by 17% and generating $15M in incremental revenue via cross-sell/upsell.
  • Introduced churn prediction models, segmentation, and personalized lifecycle campaigns, reducing attrition by 11%.
  • Managed $50M+ marketing budget, balancing acquisition and base growth for maximum ROI.
  • Partnered with Technology and Analytics to implement automation, AI-driven personalization, and advanced measurement frameworks.

Vice President, Tax Debt Resolution

Jackson Hewitt
07.2020 - 01.2021
  • Spearheaded launch of a new contact center for Tax Debt Resolution, overseeing site build, technology, staffing, and compliance.
  • Recruited and developed 50+ licensed agents, embedding a high-performance, customer-first culture.
  • Implemented CRM, telephony, and compliance platforms for scalable inbound/outbound sales and case management.
  • Designed workflows aligned with IRS and financial regulations, mitigating risk and ensuring operational accuracy.
  • Delivered $7M in first-year revenue, establishing a scalable foundation for Jackson Hewitt’s tax debt resolution business.

Director, Global Contact Center Operations

CARiD (Auto ID, LLC)
07.2017 - 07.2020
  • Directed sales operations across in-house and outsourced BPO contact centers, managing 1,000+ agents.
  • Delivered $150M in annual revenue by implementing sales playbooks, scripting, and incentive programs; increased conversion and average order value.
  • Established governance scorecards and partner reviews with BPO vendors to ensure SLA compliance and alignment with revenue goals.
  • Partnered with Marketing and Analytics to optimize campaigns, improving lead-to-sale conversion by 20%.

Executive Director / Go-To-Market / Contact Center

Verizon
04.1992 - 01.2017
  • Led sales and service contact centers across regions, managing large teams and multiple launches.
  • Drove 61% broadband adoption through GTM strategy and achieved 20% CX improvement via retention programs.
  • Launched new products and services, achieving 17% adoption growth and exceeding sales forecasts.
  • Built and led cross-functional GTM teams, enabling demand generation, sales enablement, and channel strategies.
  • Optimized investments using analytics dashboards, increasing ROI on campaigns and revenue initiatives.

Education

Bachelor of Arts - English Literature / Pre Law

Stockton University
Absecon, NJ
05-1992

Skills

  • Contact Center Strategy & Leadership – Multi-site operations, SLA/KPI oversight, BPO management
  • Sales Growth & Revenue Optimization – Inbound/outbound sales, upsell/cross-sell, P&L accountability
  • Omnichannel Customer Experience – Voice, chat, email, digital channels, CSAT/NPS improvement
  • Business Partner & Vendor Operations – Contract negotiation, governance, operational excellence
  • Performance & Talent Management – Scorecards, dashboards, coaching, high-performing culture
  • CRM & Workforce Technology – Salesforce, NICE, telephony, AI/automation tools

Certification

  • Agile Project Management - Certified (2016)
  • PMP - Certified (2014)
  • Lean Six Sigma Green Belt - Verizon (2013)

Awards

  • Telecom Leaders Circle | Platinum & Diamond Sales Clubs
  • Key Partnership & Excellence Awards
  • Volunteer: Oceans of Love, PTA, Veterans Groups

Timeline

Vice President, Sales & Service Contact Center Ops

CARiD (Auto Parts, LLC)
03.2024 - Current

Vice President, Acquisition & Base Management

Altice USA
01.2021 - 03.2024

Vice President, Tax Debt Resolution

Jackson Hewitt
07.2020 - 01.2021

Director, Global Contact Center Operations

CARiD (Auto ID, LLC)
07.2017 - 07.2020

Executive Director / Go-To-Market / Contact Center

Verizon
04.1992 - 01.2017

Bachelor of Arts - English Literature / Pre Law

Stockton University

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