Crystal Demarest Email & Phone Number

New York, United States

• Led a team IT professionals in delivering managed services to a diverse client base, ensuring adherence to service level agreements (SLAs) and achieving high levels of customer satisfaction.
• Managed day-to-day operations of the IT managed services team, including service desk operations, incident management, problem resolution, and service request fulfillment.
• Oversaw the onboarding of new clients, conducting initial assessments, defining service scope, and developing customized service delivery models to meet client needs.
• Implemented and maintained IT service management (ITSM) processes and tools.
• Developed and maintained standard operating procedures (SOPs) and documentation to support service delivery and facilitate knowledge transfer within the team.
• Collaborated with cross-functional teams, including sales, project management, and engineering, to identify opportunities for service improvement and process optimization.

Waterford, NY

• Established and managed an employee call center, providing guidance on leaves of absence, benefits, retirement, and payroll.
• Partnered with Field Human Resource Partners, Recruiting, and Total Rewards to maintain consistent protocols and mitigate company risk.
• Implemented support systems for phone, ticketing, and other HR systems, aiding in Workday implementation and providing ongoing system support.
• Reduced Human Resource administrative tasks by 50% through the design of lean and automated processes.
• Introduced self-service options, decreasing call volume by 70% and authored global and US handbooks and new onboarding processes.

Clifton Park, NY

• Led teams through system delivery and deployments, optimizing deployment time by 50% and enhancing client satisfaction scores to 9 out of 10.
• Piloted new programs to ensure quality features, accelerated client satisfaction by 70%, and exceeded service level agreement metrics.
• Decreased issues backlog from 2,000 to rolling 200 in less than 6 months and decreased escalations by 23% within 8 months.
• Spearheaded a new process to quickly assess customer needs and provide solutions, diffusing escalations with active listening and consistent follow-up.

NJ, NY, CT And RI

• Managed banking centers with a focus on change control, improving employee and customer satisfaction, and minimizing future risk.
• Boosted sales by 200%, expanded market sales by 300%, and increased client retention by 13%.
• Oversaw operational audits and increased client wallet shares by 44% through effective analysis and realignment of investment portfolios.