Manager, CCO Quality Service, Navy Federal Credit Union
Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 20 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 engagement.
Kristy has launched three new contact centers from the ground up & re-engaged two internationally recognized centers. Currently, she leads Quality Service for Navy Federal Credit Union’s 4000 Person Contact Center.
Recently, Kristy led her team through an Evolution of Quality Service where the Contact Center moved from a scored, checklist system to one that is behaviorally based and scoreless. The results are showing themselves in achievement of the highest levels of member experience and post call survey results as well as higher employee engagement.
Kristy is also a member of the National Speakers Association.