Christina Burns
Director Of Operations
Vancouver,WA
Summary
Tenacious autodidact and ambitious personal achiever, with a proven track record of taking on expansive roles with progressively increasing responsibilities. Forward-thinking team leader skilled at operating multiple departments efficiently to meet company goals. Successful background matching employees with roles for maximum performance and improving efficiency via process improvements. Proactive and hardworking big-picture thinker focused on continuous operational improvement.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
5
5
Years of training & education
1
1
Certificate
Work History
Director of Operations
Adblock, Inc
Remote, Washington
12.2018 - Current
- Defined, implemented, and managed all HR and people operations processes, including (but not limited to) payroll & benefits administration, contract management, recruiting & hiring, salary benchmarking, and compensation strategy
- Managed all internal and external communications channels and processes, including defining and rolling out employer branding initiatives
- Updated customer support processes, decreasing average response times by 100%
- Defined, implemented, and revised operational policies and guidelines
- Achieved team goals through formalized training plans, coaching and performance management
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements around employee retention and operational processes
VP, Customer Success
Ruby
Portland, OR
01.2016 - 01.2018
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies
- Developed and rolled out leadership development processes
- Overhauled performance management and review processes to align with company objectives and performance
- Oversaw initial adoption of OKRs and performance management software
- Implemented customer marketing and education strategies including call script verbiage, customer newsletter, customer-focused blog, and automatic email responses encouraging app use, decreasing staffing requirements and increasing app adoption by 60%
- Developed training processes for employees to educate customers on products, services, and features in addition to marketing campaigns increasing customer adoption of offerings and reducing monthly churn rate by 3%
- Monitored metrics and developed actionable insights to improve efficiency and performance
VP, Service
Ruby
Portland, OR
01.2014 - 01.2016
- Directed multiple call center operations as well as customer service operations, with 5-senior leader direct reports and more than 300 employees including workforce scheduling, HR processes, recognition and incentive programs, and employee training
- Spearheaded cross-functional initiatives across departments to achieve business goals and improve EBITDA
- Resolved HR and performance issues and recommended actions based on data analysis and performance reports
- Developed and implemented communication and quality assurance plans, improving team alignment and creating team culture that embraces collaboration
- Identified leader-to-frontline ratio imbalance due to employee attrition and optimized team size from 6 reps per supervisor up to 13, reducing payroll costs by 15% and COGS by 10%
Director of Customer Experience
Ruby
Portland, OR
01.2011 - 01.2014
- Managed all customer support efforts to support end-to-end customer experience improvements, developed strong managers with new training and coaching systems, driving overall performance with 6 senior managers and 50+ customer support associates as well as Instructional Design and Customer Onboarding teams
- Defined and implemented new training and internal content development campaigns to reimagine training processes, decreasing time to onboard new hires from 30 days to 10
- Oversaw new bilingual service offering development and launch by collaborating with cross-functional departments to define service details, standards, customer education strategy, and market planning
- Established communication strategies featuring customer newsletter email campaigns to educate customers on features and products achieving, average open rates of 65%
- Performed analysis of competition to determine strengths and weaknesses as compared to Ruby
- Increased cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
Education
Project Management, Communications, Planning -
Project Management Institute
Online 01.2020 - 12.2020
Business Management, Data Analysis, Organizational Development, Corporate Communication Strategies, Financial Accounting, Operations -
Wharton School of Business
Online 01.2018 - 12.2018
Communications, Business Management -
Estrella Mountain Community College
Avondale, AZ 01.2003 - 01.2005
Skills
Strategic planning and execution
undefinedCertification
SHRM in progress
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don’t fear failure. Not failure, but low aim, is the crime. In great attempts it is glorious even to fail.
Bruce Lee
Timeline
SHRM in progress
01-2022
Project Management, Communications, Planning -
Project Management Institute
01.2020 - 12.2020
Director of Operations
Adblock, Inc
12.2018 - Current
Business Management, Data Analysis, Organizational Development, Corporate Communication Strategies, Financial Accounting, Operations -
Wharton School of Business
01.2018 - 12.2018
VP, Customer Success
Ruby
01.2016 - 01.2018
VP, Service
Ruby
01.2014 - 01.2016
Director of Customer Experience
Ruby
01.2011 - 01.2014
Communications, Business Management -
Estrella Mountain Community College
01.2003 - 01.2005
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