Crystal Pittman Email & Phone Number

Austin, Texas, Us

Austin, Texas, Us

Redwood City, Ca, Us

Novato, California, Us

Novato, California, Us

Tampa, Florida, Us

Selected to lead the launch of a brick and mortar site for a new client. Oversaw recruiting, interviewing, hiring, and implementation of initial staff of 40+ individuals including agents, trainers, and Team Leads. Coordinated client visits and updates. Developed new practices surrounding Back Office and Social Media processes. Planned and built out a Social Media Command Center at client request. Worked closely with client to ascertain and enact performance expectations.

Tampa, Florida, Us

Responsible for development and maintainence of agents and leaders through culture, close management of metrics, trend identification, time management, and training processes. Continually monitor and ensure that all deadlines are reached and KPI expectations are exceeded.Selection, testing, and growth of new agents and team management. Provided opportunities for growth for both agents and management by challenging them with new opportunities. Accountable for identifying areas for improvement involving agents, team management, processes, guidelines, and policy.

Tampa, Florida, Us

Selected to assist in the launch of a specialized higher performance program. Adapted techniques to better facilitate the nature of the agents that would be participating in this classification. Managed and drove metrics on a larger than average team, finishing with the highest Quality of Service on the program 6 months of 9. Continued development of learning tools for agents and also creating best practices presentations for fellow Team Leaders. Ensuring completion of all requiredreports. Participating in pilots, and sharing ideas and data with the client to assist in more streamlined and thoroughprocesses. Participated in close interaction with the client, gaining vital knowledge and providing feedback requested.Responsible for the growth, promotion, and training of numerous individuals from my team.

Tampa, Florida, Us

Responsible for leading and developing agents. Provided support, guidance, knowledge, and acted as liaison and advocate for agents for my employees during interactions with executive management. Maintained required Quality of Support metrics, and assisted lower performing agentswith skills development. Developed a unique atmosphere that made agents comfortable and fostered a high achieving environment, built on teamwork and friendly competition with an emphasis on knowledge and rapport. Advised agents on HR and attendance issues, tracked absenteeism, schedule adherence, compliance, and utilization using all available resources. Performed all requirements of a Team Lead including Quality Assurance reports, issuance of Performance Improvement Plans and Corrective Action. Took the opportunity to gain knowledge from management on proper procedures and best practices. During this tenure, chosen to participate in the launch of a new focused branch for the client. Created necessary learning tools to help agents adapt seamlessly to the new environment in this new Line of Business. Attended triage meetings with the client to assist in the resolution of pressing issues and provide input onnecessary program changes.

Tampa, Florida, Us

As a Universal Agent, responsibilities included: troubleshooting and resolving billing, hardware, network and technical issues, answering general inquiries, and always trying to provide first call resolution. Excelled in the areas of customer relationships, conflict resolution, and going the extra step to provide an experience for the customer that they will be happy with. Received numerous Kudos calls, and kept up exemplary Quality of Service scores.