Cristiano Mbonkumu

(Promoted from Team Lead to Content Management Specialist while expanding responsibilities into Digital Experience Leadership)

Lead digital customer experience initiatives supporting enterprise clients across the United States, Canada, and United Kingdom. Responsible for chatbot strategy, AI automation, customer self-service programs, knowledge management, reporting, testing, deployment coordination, and continuous optimization of customer-facing digital experiences.

Strategic Leadership & Customer Experience

• Lead digital customer experience strategy across multiple regions including the United States, Canada, and United Kingdom.
• Manage AI-powered customer engagement platforms supporting more than 10,000 customer interactions per month.
• Serve as primary owner for chatbot, knowledge base, voice assistant, and self-service experience initiatives.
• Collaborate with executive stakeholders, operations leaders, product teams, technology teams, and external partners to improve customer outcomes.
• Represented the organization internationally through business collaboration and strategic planning initiatives in London, United Kingdom.

AI, Automation & Digital Transformation

• Directed implementation and optimization of AI-powered chatbots, virtual assistants, and customer self-service solutions.
• Led initiatives projected to generate approximately $50,000 per week in operational savings through increased automation and containment strategies.
• Managed chatbot optimization efforts focused on improving customer self-service adoption and reducing agent dependency.
• Designed customer journeys, conversational experiences, automation workflows, and knowledge management strategies.
• Partnered with technology teams to improve system integrations, API performance, authentication processes, and customer experience workflows.

Program & Project Management

• Successfully delivered 200+ enhancement initiatives and 10+ major projects supporting customer experience improvements and operational objectives.
• Led end-to-end project execution including requirements gathering, testing, implementation, production deployment, and post-launch optimization.
• Coordinated cross-functional efforts among Operations, Product, IT, Risk Prevention, Compliance, and Customer Experience teams.
• Managed production releases and quality assurance activities to ensure successful implementation of customer-facing solutions.

Reporting & Analytics

• Developed executive dashboards and reporting solutions providing visibility into:
• Customer engagement metrics
• Chatbot performance
• Containment rates
• Escalation trends
• Customer journey performance
• Operational effectiveness
• Utilized data insights to identify improvement opportunities and influence strategic decision-making.
• Created performance reporting frameworks used by leadership teams to evaluate customer experience initiatives.

Compliance & Operational Excellence

• Led PCI compliance testing coordination across 4 international contact center locations:
• United States
• Panama
• Dominican Republic
• Philippines
• Supported customer operations managing over 500 customer escalations daily through process improvements, automation enhancements, and operational support strategies.
• Established testing frameworks, deployment standards, and operational procedures that improved consistency and quality across digital experiences.

Prior Role

• Managed a team of 7 customer service professionals responsible for delivering exceptional customer experiences.
• Conducted coaching, quality reviews, performance management, and employee development initiatives.
• Successfully developed talent resulting in 3 team members earning promotions into advanced roles.
• Managed escalations, workforce coordination, operational reporting, and service improvement initiatives.
• Collaborated with leadership teams to improve performance metrics, service quality, and operational efficiency.
• Led customer care team, ensuring high-quality service and support for device protection inquiries.
• Developed training materials to enhance team performance and operational efficiency.
• Analyzed customer feedback to identify trends and implement process improvements.
• Coordinated cross-functional communication to resolve complex customer issues promptly.
• Monitored team metrics to maintain high standards of accuracy and response times.
• Implemented quality assurance measures, increasing overall customer satisfaction ratings.
• Streamlined workflows through process optimization, reducing resolution times for customer requests.
• Monitored call center metrics to keep track of individual and team performance against set targets.
• Implemented cross-training initiatives that enabled greater flexibility within the Customer Care Team during peak periods or employee absences.

• Selected to support special projects and high-priority customer escalations due to strong performance, problem-solving abilities, and customer advocacy.
• Managed a high-volume escalation queue, resolving more than 50 complex customer escalations daily while maintaining strong customer satisfaction and retention outcomes.
• Investigated and resolved complex claims, billing, service, and account-related concerns by identifying root causes and implementing effective solutions.
• Partnered with cross-functional teams including Operations, Customer Care, Claims, and Leadership to ensure timely resolution of critical customer issues.
• Identified process improvement opportunities that reduced operational inconsistencies and improved overall team effectiveness.
• Maintained accurate customer records, case documentation, and escalation tracking to support compliance and operational reporting requirements.
• Supported onboarding and development efforts by training new team members on company systems, customer service standards, and operational procedures.
• Provided backup support for leadership initiatives, special projects, and operational priorities during periods of high business demand.
• Demonstrated strong analytical and decision-making skills while managing sensitive customer situations and business-critical escalations.
• Earned recognition for professionalism, adaptability, and ability to perform effectively in fast-paced, customer-focused environments.
• Consistently sought opportunities to improve processes, enhance service quality, and contribute to operational excellence across the organization.