Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 12 years of award winning B2B and B2C expertise in on-site and outsourced contact center design, customer care and revenue development.  She is known for delivering strong and sustainable call quality, service levels, revenue gains, customer loyalty and employee retention. Kristy is often looked to for her expertise in interviewing and hiring new talent, process improvement design and training on customer service skills and philosophy.

Kristy has launched three new contact centers from the ground up - everything from staffing to technology and furniture.  She most recently spent six years with CARFAX  Vehicle History Service, where she was responsible for the turn around of two different struggling projects; the inbound - outbound dealer service team and the data acquisition sales team. 

Work History

Work History
Jul 2008 - Jun 2009

Director, Service Link Enrollment


Led two successful sales teams to acquire vehicle service data from dealers and aftermarket shops nationwide to enrich the CARFAX vehicle history report.  Program designated as the company’s second highest priority. The process re-design, training and marketing efforts she implemented were critical to improving the efficiencies that doubled the previous three years of sales results in just one year.

Success of the program added over 1 billion records, which resulted in coverage on 80% of all reports run and was 20% of all data acquired in 23 years.

Team was presented with the President's "Lemon Award" at the May 2009 annual corporate event for it's fiscal year success. 

Aug 2003 - Jul 2008

Director, Customer Relations

Rebuilt a struggling B2B inbound and outbound contact center for the leading Vehicle History Company. Directed a team of Managers, Account Managers and Customer Service Representatives to increase productivity and contribute more than half of the corporate revenue. 

Results were year over year revenue gains of 26-42% and increased customer retention rates. Developed the company's first customer segmentation plan that was later adopted by marketing and the whole company. It resulted in more targeted efforts and increases of tens of millions of dollars every year after a history of not meeting revenue targets. 

Jan 2001 - Jun 2003

Customer Relations Director

Built and directed new B2B multi-channel, international inbound / outbound sales and service contact center for the world’s largest aerospace and defense E-commerce exchange, working with and serving the government and their contractors.  It was fully operational in less than 30 days 

Teams provided technical support, customer care and new client acquisition that resulted in a 67% penetration rate on of new customers the first year.  Team scored 4.64 out of 5 on perpetual customer satisfaction surveys, exceeding the corporate target.Led selection, implementation and administration of CRM and CISCO IP telephony and ACD technology.

Oct 1999 - Jan 2001

Director of Customer Care

Built a new on-site and directed two outsourced 24x7, B2B and B2C, multi-site, international, sales and service contact centers to care for customers and generate revenue for this supply chain, procurement, finance and logistics services company. It was fully operational in 30 days.

Exceeded goals by directly contributing 68% of corporate revenue. 

Managed 120+ Customer Advisors, Supervisors and Managers that were employed on-site.Team Recognized as “Superior Customer Service Center” as noted in an Ernst and Young study of Manufacturing, Repair and Operations companies.Led the CRM technology E.piphany Service and Avaya corporate telephony and call center ACD selection, design and implementation.

Kristy was employee number seven at this start up.

Mar 1996 - Apr 1999

Call Center Manager

Prudential Insurance and Financial Services

Kristy's Contact Center career started with the launch of this new B2C site where she started as a Series 6 NASD Registered Representative and was promoted quickly several times to manage multiple inbound teams. She went on to lead several Customer Service and Life Claims teams managing the performance of 100+ associates through hands on definition of metrics and targets, coaching, motivating and development of Representatives, Team Leaders and Managers.Served as a key facilitator for national conferences, presenting to and teaching executive and associate audiences of up to 600. Teams were recognized as “Top Performing” for exceeding both quality and production standards and a team effort won the Golden Ace Award for Outstanding Call Center Performance.Developed an enterprise reward and recognition program which resulted in increased performance site-wide .



Contact Center Design, Operations, Technology & Metrics

Service quality with balanced efficiency Contact center metrics Process automation Work force management Budgeting Outsourcing partner selection and management CRM & telephony evaluation, selection, specifications and implementation Board and executive presentations

Business Launches and Turn Arounds

Kristy specializes in making new or turning existing contact and customer service centers into  GREAT places to work and easy, pleasurable places for customers to conduct business and get the service they need.   Kristy starts with quality employee selection, and implements expertise in the following areas. Process improvements that get results Performance management Design & delivery of training Quality & best practice initiatives Sales management Revenue generation Manager & Associate professional development Customer loyalty & growth Employee satisfaction and retention Compensation, reward & recognition that drives desired behavior Team building SMART goal setting & successful execution Customer and employee focus groups & surveys Marketing Public speaking