Kristy Myrick
Dallas/Fort Worth,TX
Summary
Well-versed senior customer service leader who is consistently rewarded for success in planning and operational improvements. Experience in policy development, staff engagement, process efficiencies and team member development to enable growth at all levels within the organization.
Overview
27
27
years of professional experience
Work History
Senior Director of Operations
CSC ServiceWorks
Irving, TX
11.2021 - Current
- Reduced ASA by 60% from FY22 resulting in a 20% decrease in call abandoned rate and a 5% increase in First Call Resolution
- Streamlined contact center operations and budgeted effectively to reduce operational costs by 22% through Customer Service Augmentation including refinement and implementation of Bot technology and leveraging BPOs
Director, Customer Support
Service Autopliot By XPlor
Richardson, TX
01.2021 - 10.2021
- Leading a versatile Customer Support Team consisting of 4 Leads, various tiered support levels, established departmental performance goals and provided feedback for underperforming areas.
- Lead the development of strategic plans to ensure we have a path for continuous improvement, financial product growth, effortless customer experience and unbeatable customer satisfaction
Global Director, Customer Care
Point Of Rental
Fort Worth, TX
09.2018 - 05.2020
- Reporting to the Chief Executive Officer, led organizational Software Support team, Implementation Team, Learning and Development team, and provided oversight for AU and UK offices for approximately 60 employees.
- Transformed workforce structure to align with key customers by introducing 4-tier business restructure plan, involving re-design of training curriculum, overhaul of Tier 2 level Support Structure, Certification program for recurrent training and employee growth, and and re-alignment to cross-functional customer teams.
Senior Director, Customer Service
Hilton Hotels
Carrollton, TX
12.1994 - 09.2018
- Lead predominantly virtual workforce responsibly for processing approximately 11MM+ contacts annually. Implemented organizational change strategy, labor and employee relations, continuous improvement 1200 employees, 4 offices, 2 BPOs with operations in the US, Glasgow, and China.
- Implemented the best-in-class global strategy for social media customer engagement and scaled the team to provide 24/7 global coverage
- Developed and managed cost-effective, efficient, compliant strategies/procedures for call handling and escalations for 6 distinctive departments
Skills
- Strategic vision with the ability to execute
- Demonstrated leadership presence and maturity
- Strong interpersonal, relationship-building, and negotiating skills
- Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
- Able form and lead internal teams, providing training and mentorship as needed
- Collaborate with stakeholders to achieve mutual goals
Education
UNIVERSITY OF TEXAS at ARLINGTON, TX
BA, SCIENCE (SOCIOLOGY)
Timeline
Senior Director of Operations
CSC ServiceWorks
11.2021 - Current
Director, Customer Support
Service Autopliot By XPlor
01.2021 - 10.2021
Global Director, Customer Care
Point Of Rental
09.2018 - 05.2020
Senior Director, Customer Service
Hilton Hotels
12.1994 - 09.2018