Crystal Baldwin Email & Phone Number

Atlanta, GA, US

Atlanta, GA, US

United States

• Oversee day to day operations of global real estate investment and property management company.
• Manage social media and other company communication outlets, resulting in 115% social media community growth over 9-month period.
• Assist in development and execution of event-specific and customer-facing presentations.
• Conceptualize and implement unique and exclusive customer-centric initiatives and events to improve customer satisfaction and loyalty.

United States

• Managed full life-cycle planning and execution for virtual and live events, programs, and activities for business coaching program.
• Developed & implemented innovative membership campaigns and engagement activities, resulting in increased client retention from 85% to 91% and 7% membership growth over a 6-month period.
• Maintained program budget and tracked expenditures/transactions.
• Facilitated program communications through media relations, online portal, program-related social media, and other outlets.
• Tracked program progress to identify trends and make adjustments as needed.
• Collaborated with cross-functional teams to deliver exceptional live events.

Greater Atlanta Area

• Supervised team of 35 Commercial Insurance Underwriting Technicians across 7 U.S. branches.
• Supported and equipped team to adopt and use changes to business processes, job roles, and organizational structure.
• Mentored transition team of Underwriting Technicians in preparation of newly created roles, leading to 90% offer success rate.
• Allocated resources to appropriate geographies and business units.
• Tracked and monitored team performance to provide timely feedback and development opportunities.
• Developed strategies and training to improve team efficiency and productivity.

Greater Atlanta Area

• Directed cross-functional team of more than 40 specialists, in handling of big box acquisitions, onboarding, and special projects for waste & recycling brokerage and technology solutions company.
• Streamlined vendor operations with creation of procurement process, which was adopted company wide, increasing procurement success rate by 37% within 1 year.
• Implemented new vendor onboarding program, resulting in a 14% increase in customer satisfaction scores and 11% reduction in customer complaints.
• Analyzed customer and vendor satisfaction survey data to identify issues, trends and opportunities for improvement.
• Managed resource assignments and staffing levels, including recruitment as needed.
• Shared hands-on technical preparation and presentation work for key special project accounts.

Alpharetta, GA

• Supervised team of 12 Contact Center Customer Care Analysts in handling of disability and medical leave claims.
• Led QA audits to ensure compliance and determine training opportunities.
• Obtained and analyzed medical and vocational information to determine medical eligibility.
• Resolved advanced, complex, or escalated customer issues.
• Trained and mentored new hires on claim handling and customer service best practices.