Chris Duncan

Current

• Multiple at Consumer Electronics

Past

• Sr. Director - Global Customer Operations at CareerBuilder.com
• Director - Customer Care & Marketing Services at BioLab [Chemtura]
• Sr. Global Program Leader at The Boeing Company

• VP, Customer Care / Executive Program Manager at Americold Logistics
• Director – Global Quality & Services Group at BAX Global [DB Schenker]
• F.A.S.T. (Fleet Anti-Terrorist Security Team) 0311/8154 at USMC

see less...

3 more...

Education

• University of Toledo

Recommended

18 people have recommended Chris

Connections

257 connections

Industry

Internet

Chris Duncan’s Summary

• ICMI Global Call Center of Year - 2008
• "Most Valuable Thought Leader" Frost and Sullivan's Customer Contact Executive MindXchange - 2007
• American Business Awards “Customer Service Team of the Year” - 2007

Experienced leader with demonstrated success leading departments and programs with over 400+ team members.

International multi-location / multi-functional general management experience including $30M+ budget & $10M+ P&L. Experience in start-up/micro-cap size to the world's leading aerospace company.

Seeking leadership opportunity with a progressive internet, SaaS, technology, or consumer products organization.

Chris Duncan’s Specialties:

• Contact / Call Center & Customer Service Operations
• Cyber-Security (Privacy, Compliance, Fraud & Abuse)
• Customer Loyalty (Including Net Promoter® - NPS)
• BPO & Vendor Performance
• FAA | TSA | & Online Commerce Regulatory Compliance
• Internet / SaaS Product Development
• Marketing Services
• Operations - Services, Transportation, Production
• Processes Optimization, Lean
• Program & Project Management
• Supply Chain | Logistics | Transportation

Chris Duncan’s Experience

• Multiple

  Consumer Electronics

  (Consumer Electronics industry)

  July 2009 — Present (5 months)

  Reporting to the President & COO of a leading manufacturer of consumer electronic devices. Responsibilities include projects & programs including:
  ________________________
  
  - Call Center Operations / Member Services & Support
  - Golf Course Mapping & QA
  - Program Manager, Geographic Information Systems (GIS)

• Sr. Director - Global Customer Operations

  CareerBuilder.com

  (Internet industry)

  June 2006 — January 2009 (2 years 8 months)

  Departments & responsibilities:
  ________________________
  - Global Trust & Site Security (Privacy, Compliance, Fraud, & Abuse)
  - Loyalty & Net Promoter (NPS)
  - Corporate Inbound Sales
  - Customer Service/ Call Center Ops
  - eCare (Online Self-Service Solutions & UX testing)
  - Program Management Office (PMO)
  - Quality Assurance
  - Technical Liaisons
  - Back Office & Administration Operations
  - Employer Branding & Creative
  - Digital Workflow & Asset Management Systems
  - Vendor Management
  - Business Process Outsourcing (BPO -on-shore/off-shore operations)

• Director - Customer Care & Marketing Services

  BioLab [Chemtura]

  (Public Company; CEM; Chemicals industry)

  January 2005 — July 2006 (1 year 7 months)

  Departments & responsibilities:
  ________________________
  - B2B & B2C technical services
  - Business process analysts
  - Credit card, Claims, & A/R processing
  - Customer care & contact center operations
  - E-comm
  - Field merchandising teams
  - Knowledge management systems
  - Marketing services ops
  - SAP sales and services process owner for 16+ modules
  - Software QA & distribution

• Sr. Global Program Leader

  The Boeing Company

  (Public Company; BA; Aviation & Aerospace industry)

  July 2004 — January 2005 (7 months)

  - L2 direct report to CEO
  - Implemented strategic design and tactical program leadership for global customer care infrastructure and processes for Boeing’s state-of-the-art in-flight broadband passenger service.
  - Defined and directed globalized contact center services, CRM and online services and knowledge systems.
  - Provided leadership for field services teams in major airports spanning the US, Europe, and Asia.

• VP, Customer Care / Executive Program Manager

  Americold Logistics

  (Privately Held; 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 America's centralization project team
  - Conducted contact center site selections
  - Created RFP’s, position requirements, process workflow, vendor evaluations, specified technology, and strategy roadmap.

• Director – Global Quality & Services Group

  BAX Global [DB Schenker]

  (Privately Held; Transportation/Trucking/Railroad 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 (America's operational KPIs, performance management, FAA / TSA / Homeland Security regulatory compliance)
  
  Previous Responsibilities included:
  ________________________
  - Director Global Service Center, PHX
  - Manager - Ontario, CA Terminal
  - Hub Operations - Toledo, OH

• F.A.S.T. (Fleet Anti-Terrorist Security Team) 0311/8154

  USMC

  (Government Agency; Military industry)

  1987 — 1991 (4 years )

  F.A.S.T. (Fleet Anti-Terrorist Security Team)
  • CQB Instructor - Quantico
  • USMC Designated Marksman
  • Operation "Just Cause" - Panama
  • Operation "Sharp Edge" - Liberia
  • 5x Expert (highest) Rifle & Pistol
  • F.A.S.T. "TOP GUN" in both combat pistol and MP-5

Chris Duncan’s Education

• University of Toledo

Additional Information

Chris Duncan’s Interests:

Contact Center Operations, Logistics Customer Loyalty, Online Recruiting, GIS, & Golf.

Chris Duncan’s Groups:

•    ESRI Network
•    Boeing Alumni
•    Net Promoter® Certified Associate Professional

Chris Duncan’s Honors:

Most Valuable Thought Leader -- Frost & Sullivan Customer Contact Executive MindXchange
ICMI Global Call Center of the Year

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