Summary
Overview
Work History
Education
Skills
Timeline
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CHRISTOPHER J. DAVIDSON

Orlando,FL

Summary

Strategic and results-driven operations leader with 15+ years of experience optimizing contact center performance, leading cross-functional teams, and delivering exceptional customer satisfaction. Proven track record of driving cost efficiencies, increasing key performance metrics, and spearheading high-impact transformation initiatives. Adept at leading large, diverse teams with a focus on employee engagement, operational excellence, and scalable growth.

Overview

17
17
years of professional experience

Work History

Director of Operations

United Parks and Entertainment
04.2021 - Current
  • Lead end-to-end operations for two nearshore contact centers totaling 400+ agents, delivering support across multiple customer touchpoints.
  • Oversee all internal support functions, including Learning & Development (L&D), Workforce Management (WFM), Quality Assurance (QA), and Social Media Care, ensuring alignment with operational goals and service excellence.
  • Own performance metrics across all channels, including CSAT, Answer Rate, AHT, FCR, and conversion rate, with consistent year-over-year improvements.
  • Reduced operational costs annually while simultaneously increasing customer satisfaction and service levels.
  • Designed and implemented a high-performance 'White Glove' sales team, resulting in substantial gains in conversion rate and revenue per contact.
  • Drive business insights through advanced reporting and analytics, supporting senior executive decisions and strategic planning.
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.

Partner Support Manager

NBCSports
10.2018 - 04.2021
  • Oversaw two specialized support teams across the U.S. and Canada, serving 3,500+ golf course technology partners.
  • Elevated customer experience by improving NPS year-over-year while reducing response times and aging cases despite leaner staffing.
  • Cultivated a culture of retention and engagement, maintaining the lowest attrition rate among support divisions.
  • Led continuous improvements in processes and service delivery by leveraging customer feedback and team performance data.

Operations Manager

NBCSports
09.2016 - 10.2018
  • Managed 7 supervisors and a frontline team of 130 specialists across day-to-day operations.
  • Played a key role in building and launching a new contact center from the ground up, including defining SOPs and KPI structures.
  • Delivered industry-leading NPS scores through a strong focus on quality, efficiency, and proactive coaching.
  • Developed comprehensive performance dashboards and reporting tools used by senior leadership.

Support Manager

NBCSports
03.2009 - 09.2016
  • Spearheaded resolution of complex partner issues, increasing retention and improving satisfaction.
  • Trained and mentored new hires while monitoring team performance to align with business goals.
  • Created and distributed detailed operational and performance reports for executive review.
  • Fostered cross-departmental collaboration to enhance partner experience and operational efficiency.

Education

High School Diploma -

Fairborn High School
Fairborn, OH
06-1999

Skills

  • Contact Center Operations management
  • Customer Experience (CX) Strategy
  • Workforce Planning & Cost Control
  • Data Analytics & KPI Optimization
  • Process Improvement & Policy Development
  • Leadership Development & Coaching

Timeline

Director of Operations

United Parks and Entertainment
04.2021 - Current

Partner Support Manager

NBCSports
10.2018 - 04.2021

Operations Manager

NBCSports
09.2016 - 10.2018

Support Manager

NBCSports
03.2009 - 09.2016

High School Diploma -

Fairborn High School

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CHRISTOPHER J. DAVIDSON