Christine Farrugia
About Christine Farrugia
Christine Farrugia serves as the VP of Client Experience & Strategy, focusing on enhancing client relations and internal resource optimization.
Title and Role
Christine Farrugia holds the title of VP Client Experience & Strategy. Her role involves overseeing strategies for enhancing client experiences and ensuring strategic goals align with client satisfaction. She focuses on optimizing operations to meet high standards for both clients and the company.
Innovations in Client Experience
Christine Farrugia has implemented automated resolutions within her department, achieving the equivalent output of 10 full-time agents. This innovation helps the team manage client inquiries and problems efficiently while allowing for the redeployment of human resources into other critical business areas. Rather than reducing headcount, she has emphasized reinvesting these agents to enhance overall business operations.
Gold Glove Team Initiative
In her strategic role, Christine Farrugia gained approval to establish a 'gold glove' team dedicated to providing exceptional service to the company's top-tier clients. This special team focuses on delivering personalized and high-quality client support, aiming to prioritize and exceed the expectations of the company's most valuable customers.