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.• Monitored key performance indicators (KPIs) and metrics related to service delivery, team productivity, and client satisfaction, providing regular reports and insights to senior management and stakeholders.

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.