Chris Duncan

Current

• Director - Customer Operations at CareerBuilder.com

Past

• Director - Customer Care & Marketing Services at BioLab (Chemtura)
• Sr. Global Customer Service Program Leader at The Boeing Company
• Vice President Customer Service at Americold Logistics

• Director – Global Quality & Services Group at BAX Global
• Team Leader / CQB Trainer U.S. Marine Corps at USMC

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2 more...

Education

• University of Toledo

Recommended

13 people have recommended Chris

Connections

169 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 diverse sectors. Demonstrated ability to tie key business trends, strategies and objectives into effective and innovative programs driving both customer loyalty and profits.

Effectively led teams ranging from 20-350 employees with multi-location global responsibilities, and $25 Million+ P&L for start-up size to $50 Billion+ multinationals.

Diverse & well-rounded GM experience including centralized and decentralized global customer care, flight operations, marketing services, terminal management, contact centers, global quality (ISO), sales, product development, BPO/vendor management, security, and logistics. Ideal organization will benefit from my diverse GM experience and operational expertise.

Chris Duncan’s Specialties:

• Contact Center Operations
• Transportation & Logistics Operations
• BPO & Sourcing Implementations
• CRM & Systems Integrations
• eCare / Online Customer Self-Service Solutions
• Fraud & Abuse
• Quality ISO 9000:2000
• BPR (lean, 6Sigma, Kaizen)
• Customer Loyalty Programs
• Marketing Services & Creative Content
• 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)

  July 2006 — Present (1 year 11 months)

  Teams include:
  ________________________
  - Trust & Site Security (Privacy, Compliance, Anti-Fruad & Abuse)
  - BPO Partner Operations
  - eCare (Online Self-Service Solutions)
  - PMO / Program Management
  - Customer Loyalty Program (Net Promoter - NPS)
  - Technical Solutions
  - Quality Assurance
  ________________________
  Previously as Director Customer Service
  - Customer Service
  - Order Entry

• Director - Customer Care & Marketing Services

  BioLab (Chemtura)

  (Public Company; 5001-10,000 employees; Chemicals industry)

  January 2005 — July 2006 (1 year 7 months)

  - Customer care & contact center
  - Business process analysts
  - Ecommerce tools
  - Knowledge management - internal & external
  - Back office / Order processing & fulfillment
  - Technical services
  - Credit card and A/R processing
  - Claims
  - Software distribution
  - Training, and workforce management
  - Process owner for 16 SAP sales and services modules

• Sr. Global Customer Service Program Leader

  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 eTraining Systems, and eCare and knowledge systems.
  - Provided leadership for field marketing teams presence spanning the US, Europe, and Asia.

• Vice President Customer Service

  Americold Logistics

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

  March 2003 — July 2004 (1 year 5 months)

  - Reporting to CEO & CIO
  - Established and lead centralization project team
  - Conducted contact center site selection
  - Created RFP’s, position requirements, documented process workflow, evaluated vendors, specified technology for services centralization project.

• Director – Global Quality & Services Group

  BAX Global

  (Public Company; 10,001 or more employees; Airlines/Aviation industry)

  June 1991 — March 2003 (11 years 10 months)

  Led Global Quality, Global Service Center, & US Operations Services
  
  Prior:
  - Director Global Service Center, PHX
  - Operations Manager - Ontario, CA Terminal
  - Hub Operations - Toledo, OH

• 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
  • Designated Marksman sub-program scout/sniper school- Quantico
  • Operation "Just Cause" - Panama
  • Operation "Sharp Edge" - Liberia

Additional Information

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
• reference requests
• getting back in touch