CHRISTINE FOWLER
Alpharetta
Summary
Highly accomplished and results-oriented professional with extensive experience in customer operation management, operations, quality assurance, and strategic leadership. Proven ability to drive process improvements, lead cross-functional teams, and leverage data analytics to achieve significant business growth and efficiency gains. Seeking to apply a strong blend of business acumen, project management, and relationship-building skills to a dynamic organization.
Professional in customer operations with strong focus on team collaboration and achieving results. Adept at managing customer relationships, streamlining processes, and improving service delivery. Reliable and flexible, able to adapt to changing needs and contribute to organizational success. Skilled in problem-solving, communication, and leadership.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Operation Manager
Delta Dental
07.2022 - Current
- Cultivated strong relationship management with internal and external partners, consistently exceeding customer expectations by defining clear goals.
- Provided strategic thought partnership to enhance the Voice of the Customer across Customer Service, Compliance, Sales, Quality, Onboarding, and Operations.
- Led cross-functional partner training initiatives and developed recorded resources to significantly boost retention for cross-training.
- Optimized the QA Department by fostering customer-centric collaboration and improving cross-functional relationships.
- Achieved a 98% customer satisfaction rating by building robust customer success and business partnerships.
- Implemented Change Management Analysis to identify and resolve daily business challenges, developing comprehensive action plans.
- Utilized GAP analysis as a strategic leader to customize process improvements, empower teams, and build leadership development capacity, focusing on impact and progress.
- Ensured alignment with business goals and visionary leadership plans by building and maintaining stakeholder engagement.
- Drove significant change by leveraging data visualization, business intelligence, trend analysis, data modeling, and performance analytics, leading to a 92% reduction in errors across teams and improved ROI.
- Collaborated with functional and enterprise leaders on process transformation initiatives aligning with quality objectives and organizational success.
- Defined and measured key quality indicators with stakeholders, identifying improvement areas and implementing strategies to enhance customer satisfaction and processes.
- Communicated clear objectives and fostered development for leaders to effectively coach and achieve goals.
- Led change by clearly communicating expectations, conducting meetings, and meticulously measuring progress.
- Identified opportunities to streamline reporting processes, significantly minimizing waste.
- Ensured all changes adhered to Quality & Compliance standards, monitoring risk and achieving Key Performance Indicators through increased efficiency.
- Contribute to revenue growth, reduced turnover, and cost reduction by improving the employee experience.
Customer Operations Manager Southeast Region
Volkswagen of America
07.2016 - 12.2020
- Supported Region SVP with daily and weekly deadlines, ensuring projects and dealer commitments were met.
- Completed managerial duties for VP, including expense review, forecasting, product inventory, data analysis for meetings, and attending dealer council & marketing meetings.
- Supported Sales department director, distribution manager, marketing manager, and network manager for 149 Dealers.
- Managed all Region Auto Show Project Management, including vehicle transportation, vendor coordination, and auto show updates with cross-functional teams.
Customer Operations Management
IFM EFECTOR
11.2012 - 04.2016
- Supported 4 Branch Managers and prepared contracted pricing and presentations.
- Built strong client relationships, identified new business opportunities, conducted analytics, and analyzed purchase history for cross-selling strategies.
- Led strategic contract negotiations and developed price point packages, resulting in a $4M+ increase in sales.
- Maintained relationships with key decision-makers and collaborated closely with logistics to ensure proper inventory for contract agreements.
- Supported an 80-person Engineering Team, exercising independent judgment in meeting preparation, parts and order management, and travel arrangements for meetings, trade shows, and audits.
- Created custom price contracts for client portfolios, leading to a 52% increase in business within two years through effective upselling and cross-selling techniques.
Sales Lead Generation Assistant
FRONTLINE SELLING
06.2012 - 10.2012
- Developed high-quality leads for sales representatives through diligent web research and outbound calls.
- Scheduled appointments for sales representatives upon successful contact, with performance-based bonuses tied to appointment-setting success.
Operations Manager
UNIVERSITY OF PHOENIX
08.2008 - 04.2012
- Ensured all operations within enrollment met quality assurance standards and supported cross-functional quality needs.
- Utilized project management and change management skills to identify process improvement opportunities, increasing profits by over 62%.
- Implemented new data safeguards and aligned feedback to coach for opportunities, driving proper sales.
- Collaborated closely with the Business Intelligence team to establish efficient real-time reporting systems, leveraging Power BI for risk and opportunity insights.
- Managed all Leadership functions, including performance evaluations, coaching, promotions, transfers, and setting/tracking SMART goals, improving morale by fostering an open-door environment.
Education
Master of Business Administration -
University of Phoenix
01.2013
Bachelor of Science - Psychology
University of Phoenix
01.2011
Skills
- Operations & Project Management: Operations Project Management, Quality Management Services, Process Improvement, Change Management, SOP/Training Manual Creation
- Leadership & Development: Strategic Leadership, Coaching & Development, Stakeholder Engagement, Collaborative Player for Change
- Data & Analytics: Data Analysis & Reporting, Business Intelligence (BI) Dashboard User, Performance Analytics, Risk Management
- Business Support: Customer Relationship Management (CRM), Operation Sales Support, Microsoft Applications, Elite Problem Solver
- Operational efficiency
- Collaborative mindset
- Compliance management
- Staff development
- Proactive approach
- Sales support
- Client satisfaction
- Relationship building
- Effective leader
- Problem-solving
Certification
SQL - Expected by 12/2025
Power BI - Expected by 12/2025
PMP - Expected by 6/2026
Timeline
Customer Operation Manager
Delta Dental
07.2022 - Current
Customer Operations Manager Southeast Region
Volkswagen of America
07.2016 - 12.2020
Customer Operations Management
IFM EFECTOR
11.2012 - 04.2016
Sales Lead Generation Assistant
FRONTLINE SELLING
06.2012 - 10.2012
Operations Manager
UNIVERSITY OF PHOENIX
08.2008 - 04.2012
Bachelor of Science - Psychology
University of Phoenix
Master of Business Administration -
University of Phoenix
Similar Profiles
Elexus SteedElexus Steed
Customer Service Representative at Delta DentalCustomer Service Representative at Delta Dental
INDIRA EVELYN-SHERMANINDIRA EVELYN-SHERMAN
Senior Provider Onboarding Specialist Credentialing at Delta DentalSenior Provider Onboarding Specialist Credentialing at Delta Dental
Erika VillaErika Villa
Commercial Segment Marketing Specialist at Delta DentalCommercial Segment Marketing Specialist at Delta Dental
YVONNE REEDYVONNE REED
Life Insurance Agent at AssuranceLife Insurance Agent at Assurance
Robert BurrowsRobert Burrows
Car washer at Platinum Auto SpaCar washer at Platinum Auto Spa