Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Christopher "Scott" Cunningham

Oklahoma City,Oklahoma

Summary

Accomplished Director of Customer Experience at Airgas USA, LLC, adept in strategic thinking and customer relationship management. Spearheaded change initiatives, enhancing customer loyalty and operational efficiency across multiple branches. Currently leads a team of 10, fostering innovation and critical thinking, resulting in significant customer experience improvements for 70 locations in 8 states.

Overview

15
15
years of professional experience
1
1
Certification
4
4
years of post-secondary education

Work History

Director of Customer Experience

Airgas USA, LLC
12.2022 - Current
  • Identified knowledge gaps in the field that are directly related to transactional accuracy/integrity and the Customer Experience and deliver targeted training to drive improvement.
  • Identified customer life cycle issues and lead change management projects both at branch and region levels.
  • Implemented best practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment; optimizing each step of the customer journey. Strive towards the goal of creating and maintaining an effortless customer experience resulting in increased customer loyalty, advocacy and increased purchases.
  • Led a customer experience team of 10 professionals across 8 states that work with 70 locations and 750 employees.

Branch Business Manager

Airgas USA, LLC
01.2020 - 12.2022
  • As Branch Manager, I had overall responsibility for the critical issues of branch operations and profitability including: sales, sales growth, budgeting, gross margins, operating expenses, safety, customer service, inventory, equipment, building and vehicles, community relations, accounts receivable and resolution of personnel issues.
  • Assisted with development and execution of marketing plans to support the penetration of key market segments in collaboration with our Sales and Operations teams and outside vendors.
  • Increased overall team productivity by fostering a positive work environment and providing effective leadership.

Area Branch Operations Coordinator

Airgas USA, LLC
06.2009 - 01.2020
  • Primary responsibilities include offering support and training to Airgas facilities in the areas of Standard Operating Procedures, Intranet tools, SAP processes and basic computer software applications used in day-to-day branch activities. Expected to visit branch facilities on a regular basis to conduct audits, and continually enhance branch industry and procedural knowledge and efficiency.
  • Communicate Best Practices used throughout all branches.
  • Improved branch efficiency by streamlining processes and procedures for daily operations.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.

Education

Master of Science - Management And Leadership

Western Governor's University
Salt Lake City, UT
07.2023 - Current

Bachelor of Science - Business Administration

Western Governors University
Salt Lake City, UT
01.2021 - 06.2023

Skills

Strategic Thinking

Problem-Solving

Attention to Detail

Critical Thinking

Customer Relationship Management

Training and Development

Data-driven decision-making

Innovative Mindset

Organizational Skills

Team Leadership

Accomplishments

3 C's Customer Service Award 2020 - National Award


ABOC of the Year 2021 - Central Division

Certification

CX Excellence Accreditation 2024 - The CX Academy

Timeline

Master of Science - Management And Leadership

Western Governor's University
07.2023 - Current

Director of Customer Experience

Airgas USA, LLC
12.2022 - Current

Bachelor of Science - Business Administration

Western Governors University
01.2021 - 06.2023

Branch Business Manager

Airgas USA, LLC
01.2020 - 12.2022

Area Branch Operations Coordinator

Airgas USA, LLC
06.2009 - 01.2020

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Christopher "Scott" Cunningham