Christina K.
About Christina K.
Christina K. is the Customer Service Enablement Manager at Hopper in Montreal, Quebec, Canada, with a diverse background in customer service, operations, and traditional Chinese medicine.
Title
Christina K. holds the title of Customer Service Enablement Manager at Hopper, based in Montreal, Quebec, Canada.
Company
Christina K. is currently employed at Hopper, a prominent travel booking platform, where she serves as the Customer Service Enablement Manager. Her role is based in Montreal, Quebec, Canada.
Professional Experience at Hopper
Christina K. has a diverse range of experience within Hopper. She started as a Travel Experience Agent from 2018 to 2019. She then transitioned to a System Specialist role from 2019 to 2020. Following this, she became an Operations Specialist from 2020 to 2021. She currently serves as the Customer Service Enablement Manager, a position she has held since her promotion.
Experience in Acupuncture and Herbal Medicine
Before her tenure at Hopper, Christina K. owned and operated Christina Kung Acupuncture & Herbal Medicine in San Bruno, CA, for four years. She also worked as a Licensed Acupuncturist at Golden Leaf Community Acupuncture in Berkeley, CA, from 2013 to 2017, after completing a mentorship there from 2010 to 2013.
Education and Expertise in Traditional Chinese Medicine
Christina K. holds a Doctor of Acupuncture & Oriental Medicine and a Master's Degree in Traditional Chinese Medicine and Chinese Herbology from the American College of Traditional Chinese Medicine. She also earned a Bachelor's Degree in Motion Pictures/Gender Studies from the University of Miami.
Background in Human Resources
Christina K. gained early career experience as an HR Assistant/Office Manager at mSpot in Palo Alto, CA, where she worked for two years, developing a strong foundation in human resources and office management.
Operational and Technical Contributions at Hopper
Christina K. significantly enhanced Hopper's customer service operations by implementing a CRM system and integrating third-party applications. She utilized Value Stream Maps to optimize workflows, reducing agent handling times. She also scoped automation opportunities to deflect support volume and improve user experience and tested and monitored these automations to ensure optimal functionality.
Collaborative Projects
Christina K. has a proven track record of collaboration at Hopper, working with stakeholders, product managers, software developers, service team leaders, and workforce planners to ensure that new products or automations meet established standards for user and agent experience.