Christine Houchins
BALTIMORE,MD
Summary
Operations professional with extensive experience in optimizing support functions and improving operational workflows. Proven ability to enhance team collaboration and drive results through adaptive strategies. Known for strong analytical skills and effective communication, ensuring seamless operations and reliable support.
Overview
16
16
years of professional experience
Work History
Operations Support Associate
Maven Clinic
05.2024 - 11.2024
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Coordinated special projects from inception through completion while meeting strict deadlines and maintaining quality standards.
- Managed daily workflow for optimal efficiency, ensuring tasks were completed accurately and on time.
- Maintained accurate records and documentation, ensuring compliance with company policies and regulatory guidelines.
- Provided exceptional support to both internal and external stakeholders, fostering positive relationships throughout the organization.
- Performed ad hoc administrative duties as required, increasing overall departmental efficiency.
CARE SUPPORT REPRESENTATIVE L2
MAVEN CLINIC
06.2022 - 05.2024
- Build relationships with customers through active listening, empathy and communication skills
- Troubleshot and resolved a variety of software, hardware, network and system issues for customers
- Prioritize tasks based on urgency and importance while managing multiple tickets simultaneously
- Collaborate with cross-functional teams such as development engineers to resolve complex issues quickly and efficiently
- Identify opportunities for process improvements within the department to increase efficiency
- Demonstrate strong customer service skills by responding promptly to customer inquiries in a professional manner
- Analyzed support trends to identify areas for improvement, implementing changes for better service delivery.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
- Coordinated software testing efforts alongside developers during beta releases.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
PRODUCT SME
TELEPERFORMANCE USA
03.2022 - 05.2022
- Assist in training new vendor sites/ provide product knowledge to improve the training experience
- Grade Case Studies submitted by agents and provide detailed feedback
- Assist in ensuring training material is up-to-date and applicable to current company policies
- Collaborated with cross-functional teams on initiatives such as product development and launch preparation
REPRESENTATIVE II
TELEPERFORMANCE USA
03.2021 - 05.2022
- Customer support through multiple channels (email, phone & live chat)
- Explain complex information to customers of all technical levels
- Document and report issues and bugs to engineering and product teams
- Troubleshoot and resolve product issues and concerns
- Escalate complex issues and/or high priority issues to the appropriate account departments
- Identify and document inaccuracies which raise red flags that require intervention and follow-up
- Support other associates by sharing best practices and reviewing tickets to ensure there is a similar tone across a variety of tickets
- Collaborate with team members to share knowledge and best practices to help the team succeed
USER OPERATIONS 1.9
HELM SERVICES
08.2020 - 03.2021
USER OPERATIONS SPECIALIST II
HELM SERVICES
04.2020 - 03.2021
- Successfully managed multiple projects simultaneously while maintaining high standards of performance
- Responded to customer inquiries via telephone & email
- Navigate multiple computer systems and applications and utilized search tools to find information for customer inquiries
MERCHANDISING EXECUTION ASSOCIATE
THE HOME DEPOT
02.2014 - 04.2020
- Identified potential areas of improvement in existing business processes and developed action plans accordingly
- Customer support through multiple channels (email, phone & live chat)
- Explain complex information to customers of all technical levels
- Document and report issues and bugs to engineering and product teams
- Troubleshoot and resolve product issues and concerns
- Escalate complex issues and/or high priority issues to the appropriate account departments
- Identify and document inaccuracies which raise red flags that require intervention and follow-up
- Support other associates by sharing best practices and reviewing tickets to ensure there is a similar tone across a variety of tickets
- Collaborate with team members to share knowledge and best practices to help the team succeed
SPA ATTENDANT
SPA AT THE COLONNADE & HOLISTIC MASSAGE TRAINING SCHOOL
09.2013 - 01.2014
RETURNS ASSOCIATE
THE FOOD DEPOT
05.2009 - 01.2013
- Independent & team-based project execution, seasonal & permanent product rotation
- Effectively communicate with store associates, supervisors and other levels of management in order to complete tasks
- General housekeeping & cleaning
- Return unwanted product to proper shelves, maintain overall store condition
- Organize rear warehouse & shipment
- Be knowledgeable of the products in order to assist customer questions and concerns
Education
Bachelor of Science - INFORMATION TECHNOLOGY
PURDUE UNIVERSITY GLOBAL
12-2019
Skills
- User Training
- Cross-Functional Communication
- Operational Efficiency
- Documentation Management
- Time Management
- Attention to Detail
- Problem-Solving
- Teamwork and Collaboration
- Reliability
- Multitasking Abilities
- Effective Communication
- Efficient with CRM systems & Microsoft suite
References
- Myra Donaldson, THE HOME DEPOT, (410) 207-8189, Professional Reference
- Shanell Smith, The Home Depot, (443) 224-8158, Professional Reference
- DAVID GANT, THE HOME DEPOT, (443) 810-8786, Professional Reference
- RUEBEN BROWN, (443) 421-6331, Personal Reference
Leadership Experience
- Safety Captain, 2016, 04/01/20, Addresses daily safety topics and corporate safety strategies with the team. Work closely with the team to ensure all actions are compliant with the safety guidelines and the merchandise is serviced to the provided SOP.
- Junior Team Coach, 2015, 04/01/20, Lead the team in daily tasks, train new associates, and partner with store leaders in the absence of the head coach or supervisor in order to complete necessary tasks.
Timeline
Operations Support Associate
Maven Clinic
05.2024 - 11.2024
CARE SUPPORT REPRESENTATIVE L2
MAVEN CLINIC
06.2022 - 05.2024
PRODUCT SME
TELEPERFORMANCE USA
03.2022 - 05.2022
REPRESENTATIVE II
TELEPERFORMANCE USA
03.2021 - 05.2022
USER OPERATIONS 1.9
HELM SERVICES
08.2020 - 03.2021
USER OPERATIONS SPECIALIST II
HELM SERVICES
04.2020 - 03.2021
MERCHANDISING EXECUTION ASSOCIATE
THE HOME DEPOT
02.2014 - 04.2020
SPA ATTENDANT
SPA AT THE COLONNADE & HOLISTIC MASSAGE TRAINING SCHOOL
09.2013 - 01.2014
RETURNS ASSOCIATE
THE FOOD DEPOT
05.2009 - 01.2013
Bachelor of Science - INFORMATION TECHNOLOGY
PURDUE UNIVERSITY GLOBAL
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