Christine Calapine

I have over 20 years of experience in customer service, team leadership, and process improvement, specializing in B2B and B2C operations. As a Team Leader at Financial Times, I supported my team with real-time queries, managed escalations, conducted quality audits, and led coaching and performance management activities. I also played a key role in process documentation, workflow improvements, and stakeholder reporting to enhance efficiency and accuracy.

My experience extends to customer engagement and retention, handling subscription renewals, cancellations, and lead conversions while fostering strong customer relationships. I’ve also contributed to project management, leading a team in IVR system testing, participating in case management tool development, and serving as a liaison for loyalty programs.

Beyond my core responsibilities, I’ve assisted in operations management, conducted recruitment interviews, and transcribed IVR messages for customer follow-ups. I’m highly organized, adaptable, and customer-focused, thriving in fast-paced environments that promote collaboration, innovation, and continuous improvement.