Crystal Barrett Email & Phone Number

Work From Home

• Project planning for knowledge transition from incumbent Service Providers to DXC Global Service Desks• Planning and scheduling training sessions with Operations and Training Managers• Create Client Acceptance Testing (CAT) material• Highly satisfied clients with knowledge transition

Work From Home

• Knowledge Manager and website editor for Proctor & Gamble (P&G) Global Service Desk• Worked with Global Subject Matter Experts (GSMEs) for process changes, adds, and deletes (CADs) to continuously improve the knowledgebase• Authored and published processes for technical helpdesks using multiple platforms including SharePoint Designer, ServiceNow, HP Service Manager, and P&G specific tools• Created SOPs for future mode of operation service delivery• Verified and applied methodology to knowledge articles for the Global Service Desk to successfully resolve end user issues• Managed new business projects from a documentation standpoint dealing with client interaction, data gathering, process/website creation• Performed yearly, detail focused, document reviews to ensure processes are adequate to resolve issues and applicable to current business• Participated in User Acceptance Training (UAT)• Contributed to global processes to standardize Knowledge Management

Winchester, Ky

• Supervised 20+ agents to meet key metrics • Performed HR duties including interviewing and hiring new employees, handling FMLA and Short Term Disability claims, approving payroll, employees corrective action and separations• Supervised new employees through initial training, and enhance their knowledge during onboarding process• Facilitated and trained five week classes on smart phones, connection cards, and tools necessary for new employees to be productive in advance technical support• Traveled to multiple locations to assist with setup, training, and new project implementation• Created Training Documentation to facilitate agent learning during instructor led training sessions• Assisted in development and documentation of Quality Assurance processes and training