Chris Duncan

Past

• Director - Customer Operations at Careerbuilder.com
• Director - Customer Service at Careerbuilder.com
• Director - Customer Care & Marketing Services at BioLab (Chemtura)

• Sr. Global Program Leader, Customer Services at The Boeing Company
• Vice President, Customer Service [Executive Program Manager] at Americold Logistics
• Sr. Director – Global Quality & Services Group at BAX Global
• FAST Team Leader / CQB Trainer U.S. Marine Corps at USMC

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4 more...

Education

• University of Toledo

Recommended

16 people have recommended Chris

Connections

217 connections

Industry

Internet

Chris Duncan’s Summary

Experienced general manager who constantly surveys market space, tracks competition, identifies strategic opportunities, potential partnerships, and develops subject matter expertise in extremely diverse sectors.

Demonstrated ability to tie key business trends, strategies and objectives into effective and innovative programs driving operational excellence, customer loyalty and ROI.

Effectively led teams ranging from 40-400 employees with multi-location global responsibilities, and $25 Million+ P&L for start-up size to $50 Billion+ multinationals.

Ideal organization & role will benefit from diverse general management experience with heavy emphasis on execution & operational expertise.

Chris Duncan’s Specialties:

• Supply Chain | Logistics | Warehouse | Flight Operations
• Contact / Call Center Operations
• FAA | TSA | Dangerous Goods | Homeland Security Regulatory Compliance
• BPO & On-Shore/ Off Shore Implementations
• eCommerce: Privacy, Compliance, Fraud & Abuse
• Customer Loyalty & Net Promoter® Programs
• Marketing & Creative Services
• Sr. Organizational Program & Project Management
• Operations Benchmarking, KPI's & Balanced Scorecard

Chris Duncan’s Experience

• Director - Customer Operations

  Careerbuilder.com

  (Privately Held; 1001-5000 employees; Internet industry)

  October 2007 — January 2009 (1 year 4 months)

  Responsibilities & teams include:
  ________________________
  - Trust & Site Security (Privacy, Compliance, Fraud & Abuse)
  - BPO Partner Operations
  - eCare (Online Self-Service Solutions)
  - PMO / Program Management
  - Customer Loyalty Program (Net Promoter - NPS)
  - Technical Solutions
  - Quality Assurance

• Director - Customer Service

  Careerbuilder.com

  (Privately Held; 1001-5000 employees; Internet industry)

  July 2006 — October 2007 (1 year 4 months)

  Teams & Responsibilities include:
  ________________________
  - Customer Service/ Call Center
  - Inbound Sales
  - Technical Liaisons

• Director - Customer Care & Marketing Services

  BioLab (Chemtura)

  (Chemicals industry)

  January 2005 — July 2006 (1 year 7 months)

  - Customer care & contact center
  - Business process analysts
  - Ecommerce & Knowledge management systems
  - Technical services
  - Credit card, A/R processing & Claims
  - Software distribution
  - Process owner for 16 SAP sales and services modules

• Sr. Global Program Leader, Customer Services

  The Boeing Company

  (Public Company; 10,001 or more employees; BA; Aviation & Aerospace industry)

  July 2004 — January 2005 (7 months)

  - CEO second-level direct report
  - Provided strategic design and tactical program leadership for global customer care infrastructure and processes for Boeing’s cutting-edge in-flight broadband passenger service.
  - Defined and directed contact center services, CRM and online services and knowledge systems.
  - Provided leadership for field marketing & services teams in major airports spanning the US, Europe, and Asia.

• Vice President, Customer Service [Executive Program Manager]

  Americold Logistics

  (Privately Held; 5001-10,000 employees; Logistics and Supply Chain industry)

  March 2003 — July 2004 (1 year 5 months)

  - Hired as direct report to CEO for $800M logistics company
  - Established and lead centralization project team
  - Conducted contact center site selection
  - Created RFP’s, position requirements, documented process workflow, evaluated vendors, specified technology and conducted training.

• Sr. Director – Global Quality & Services Group

  BAX Global

  (Public Company; 10,001 or more employees; BCO; Logistics and Supply Chain industry)

  June 1991 — March 2003 (11 years 10 months)

  Led Global Quality (200+ locations in 28 countries ISO 9000:2000 certified), Global Service Center (contact/ call center), & US Operations Services (KPI, operational results, FAA / TSA / Homeland Security Regulations & Compliance)
  
  Previous Responsibilities included:
  ________________________
  - Director Global Service Center, PHX
  - Operations Manager - Ontario, CA Terminal
  - Hub Operations - Toledo, OH

• FAST Team Leader / CQB Trainer U.S. Marine Corps

  USMC

  (Government Agency; 10,001 or more employees; USMC; Military industry)

  1987 — 1991 (4 years)

  Joint Special Operations Command (JSOC)
  F.A.S.T. Team 5 (Fleet Anti-Terrorist Security Team)
  • CQB (Close Quarters Battle) instructor course - Quantico
  • Operation "Just Cause" - Panama
  • Operation "Sharp Edge" - Liberia
  • Provided physical security for Joint Chiefs of Staff
  • 5x Expert (highest) Rifle & Pistol Qualification

Chris Duncan’s Education

• University of Toledo

Additional Information

Chris Duncan’s Groups:

•    Boeing Alumni
•    Net Promoter Certified Associate Professional

Chris Duncan’s Honors:

Most Valuable Thought Leader -- Frost & Sullivan Customer Contact Executive MindXchange

Chris Duncan’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• business deals
• getting back in touch