Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Certification
Affiliations
References
Timeline
Generic

Kristina Farrell

Bloomfield

Summary

Experienced operations manager with a strong background in team leadership and process optimization. Expertise in strategic planning and staff development, resulting in improved workflow and reduced operational costs. Demonstrated ability to enhance business performance through effective leadership and innovative solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

CX Operations Manager

Phillip Jeffries Ltd.
Fairfield
08.2022 - Current
  • Directed cross-functional initiatives to implement system upgrades and ERP enhancements, ensuring enterprise-wide alignment with zero downtime.
  • Championed operational transformation, reducing workflow inefficiencies by 20%, and accelerating project delivery timelines.
  • Influenced executive strategy by aligning CX initiatives with broader business goals, driving measurable improvements in customer satisfaction, and retention.
  • Orchestrated cross-departmental collaboration between engineering, marketing, and logistics to launch high-impact web features that improved digital engagement and operational throughput.
  • Standardized business processes and reporting frameworks, enabling data-driven decision-making, and increased accountability across teams.

Assistant Manager of Customer Experience

Phillip Jeffries Ltd.
Fairfield
09.2021 - 09.2022
  • Determine customer touch points by providing updated and key customer personas to facilitate the creation of customer journey maps. Measure CX improvement and retention by setting and maintaining KPIs.
  • Optimized web enhancements and functionality by establishing continuous feedback loops in collaboration with key stakeholders.
  • Improved staff skill set by orchestrating product education sessions for sales and customer experience teams across all domestic showrooms.
  • Enhanced CX performance and experience by prioritizing a focus on data-driven changes.
  • Increased operational efficiency by designing and implementing a department reorganization structure.
  • Ensured delivery of excellent customer experience by building and leading a high-performing team of 25 professionals.

Team Lead

Phillip Jeffries Ltd.
Fairfield
03.2020 - 09.2021
  • Avoided customer dissatisfaction by efficiently managing first-level escalations, including customer satisfaction, and process/system inquiries.
  • Influenced sound decision-making by providing high-level staff assessments to upper management.
  • Ensured the achievement of service level agreements (SLAs) by extensively supporting the sales team.
  • Coached and trained a team of 12 members, with an emphasis on delivering an excellent customer experience.
  • Contributed to improving customer experience by reviewing client feedback and implementing effective ways.

Account Executive | Sales Support Specialist

Phillip Jeffries Ltd.
Fairfield
03.2018 - 03.2020
  • Drove business growth by serving as Senior Account Executive for top-selling residential market.
  • Streamlined overall workflow by collaborating with vendors, operations team, and marketing coordinators.
  • Strengthened business reputation by partnering with domestic and international logistics teams to deliver goods on time.
  • Attained quarterly sales goals by executing robust strategies.
  • Maximized client satisfaction by achieving clients' goals and meeting requirements for residential projects through consultation and project management.
  • Leveraged advanced practical expertise to share up-to-date product knowledge of 3K+ different items with clients, vendors, and sales team members.
  • Prepared top-tier record with maximum accuracy by performing heavy data entry within Microsoft Navision, Dynamics CRM, Freshdesk, Zendesk, and UPS Quantum view.

Retail Business Owner

The Find
Montclair
04.2015 - 03.2018
  • Showcased entrepreneurial attributes to establish a retail store; specialized in mid-century modern decor and furniture.
  • Attracted new customers and fostered strong relationships with existing ones by utilizing effective sales and service techniques.
  • Generated new, innovative ideas in line with business objectives by conducting market trend research while offering design consultancy.
  • Featured in Montclair Magazine's Winter edition, 2015.

Education

Bachelor's Degree - Political Science & Government

Montclair State University
Montclair, NJ

Skills

  • Wrike and project management
  • Project planning and methodologies
  • Microsoft Navision and Dynamics CRM
  • Fluent in English
  • Freshdesk and Zendesk support
  • Lean Six Sigma Green Belt
  • ERP implementation strategies
  • KPI development and analysis
  • Team leadership skills
  • Change management practices
  • Product development expertise

Hobbies and Interests

  • Pottery
  • Continuous Learning
  • Brand Psychology
  • Storytelling Through Visuals

Certification

  • Six Sigma Green Belt

Affiliations

  • Pottery, Continuous Learning, Brand Psychology, Storytelling Through Visuals

References

References available upon request.

Timeline

CX Operations Manager

Phillip Jeffries Ltd.
08.2022 - Current

Assistant Manager of Customer Experience

Phillip Jeffries Ltd.
09.2021 - 09.2022

Team Lead

Phillip Jeffries Ltd.
03.2020 - 09.2021

Account Executive | Sales Support Specialist

Phillip Jeffries Ltd.
03.2018 - 03.2020

Retail Business Owner

The Find
04.2015 - 03.2018

Bachelor's Degree - Political Science & Government

Montclair State University

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Kristina Farrell