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Christina Sumaya-Orozco

Christina Sumaya-Orozco

Contact Center Operations Leader | Customer Experience Manager | HR Shared Services | I lead organizations through highly engaged associates to contribute towards excellence in Customer service and experience.

Broomfield, Colorado

I lead teams of highly skilled professionals by removing obstacles that get in their way through coaching, and mentoring. I provide them regular feedback to enhance their skills, help them through a transparent career path after learning their individual, short and long-term career goals. Each team member is provided stretch opportunities for them to shine in order to achieve their goals. This results in continually developing our new leader pipeline, and engaged Associates who provide exceptional customer service.

I am passionate about development of future leaders. My superpower is seeing raw talent in people and helping nurture them through encouragement, training and coaching. Lifting others up is my way of paying it forward as many years ago, someone influential in my life saw something in me and my leadership career began. I am forever grateful.

Although I have attended college, I never completed my degree. I have led teams of various sizes (7 – 40 direct reports, 250 indirect reports), 500 indirect global off-shore vendor partner associates, led Registered Nurses, and led in a Labor-Union Partnership.

Relationship building is crucial to my success. I am a change management champion, and focus on process improvements to provide great customer experience. I am equally obsessed with customer satisfaction and associate engagement, and constantly analyze data then able to adjust quickly as needed to meet defined objectives.

Specialties:
Operations Management | Customer experience | Customer Satisfaction | Customer Success | Change Management| Customer Service | HR Shared Services | Analytical Skills | Stakeholder Management | Process improvement | Global Vendor Management | Behavioral Interviewing | I-9 management | Human Capital Management

Key Competencies:
Strategic Leadership | Coaching | Mentoring | Team Engagement | Remote leadership | Employee engagement | Workforce planning | Succession planning | Identifying new Talent | Quality focus


I am searching for a new opportunity where my passion and leadership experience will result in exceptionally engaged associates, my customers will be Promoters and my employer delighted!

I would be happy to start a conversation and make new connections.


Experience:

  • Customer Care Manager II (WellPoint)
  • Employee Services Manager (SCL Health)
  • Client Services Manager II (ADP)
  • Area Director / Call Center Operations Manager (Kaiser Permanente)
  • HR Shared Services Manager (Comcast Cable)

Skills:

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