Speakers

Christina is a seasoned Customer Experience leader at a leading municipally owned electric utility in Canada, Christina spearheads strategic initiatives to enhance customer satisfaction and operational efficiency. With over 20 years of experience, she excels in leading large teams, optimizing customer service processes, and driving digital transformation.

Christina is a strategic visionary; and committed to driving organizational success through innovative solutions and continuous improvement.

She has a proven track record in developing and implementing comprehensive omni-channel strategies that integrate web, phone, mobile, and chat functions, ensuring a seamless and personalized customer journey. Her leadership extends to managing budgets, resources, and third-party service providers to deliver exceptional customer experiences.

Christina's expertise spans meter-to-cash processes, regulatory compliance, and digital transformation strategies. She has successfully led initiatives in Call Centers, Digital Services, Billing & Payments, and key account management.

Christina's knowledge encompasses electricity distribution, safety protocols, energy conservation, smart grids, smart meters, and renewable energy. She is adept at regulatory compliance, rate structures, industry standards, and new connections procedures. Christina has optimized Virtual Contact Centre technology and resolved escalated customer issues, driving continuous improvement and innovation.

Christina is passionate about delivering exceptional customer experiences across all channels. She creates company-wide goals and metrics to measure and improve customer satisfaction, loyalty, and retention. Her skills in customer service, coaching, strategic planning, business process improvement, and customer satisfaction are instrumental in fostering an engaged team dedicated to excellence.