Crystal Gates Email and Phone Number

Passionate about Elevating Customer Experiences and Leading Global TeamsDedicated to supporting PowerSchool's 10,000+ customers, committed to enhancing their experience through innovative self-service options, optimized support availability, increased support efficiency, proactive approaches, and the cultivation of global teams.Leading a dynamic team of approximately 90 support managers, supervisors, and team members worldwide. My focus lies in driving efficiency, fostering collaboration, empowering individuals, enhancing team performance, and facilitating the continuous development of team members.Driving ongoing improvements across all core support Key Performance Indicators (KPIs), including Customer Satisfaction (CSAT), Average Resolution Time (ART), First Response Time (FRT), and Cases Per Day (CPD)Demonstrated substantial improvements in People, Process, and Tools, including:1. Achieving an outstanding Employee Net Promoter Score (eNPS) of up to +63 in my organization and +91 with my direct reports.2. Maintaining a stellar 99%+ CSAT for a major Go-to-Market (GTM) product line, based on over 3,000 surveys in 2023.3. Realizing a remarkable 60% reduction in overdue cases.4. Guided a newly acquired team through successful change management, resulting in an impressive 43% improvement in customer retention in Year 1 post-acquisition.5. Initiating two impactful leadership programs: "Grow our Leadership" for existing leaders and "Ladder to Leadership" for individual contributors, effectively building a strong leadership bench.6. Onboarding and implementing global teams across multiple product lines Responsible and accountable for delivering Enterprise Support and Dedicated teams for our largest customers.Promoted from Senior Manager to Director due to consistently exceeding expectations, delivering top results within my org and growing in both scale and scope within my role.

* Provided consistent leadership to direct reports through performance management/improvement plans, coaching, reward, recognition, career development, quarterly goal planning and KPIs. * Revamped customer survey methodologies and introduced employee coaching, driving survey response rates from under 1% to over 10%.* Increased team response and resolution times by 10% and decreased team backlog by 30% * Devised a comprehensive onboarding strategy tailored to remote environments.* Strategically managed and mitigated customer escalations through process optimization and fostering enhanced customer relationships.

* Successfully orchestrated end-to-end enterprise software implementations of varying sizes and complexities, ensuring project success and client satisfaction.* Played an integral role within a newly formed Project Management Office (PMO) team, focusing on process enhancement and internal project management.

* Skillfully negotiated and facilitated partnership agreements for both international and domestic consulting partners, rejuvenating existing partnerships and yielding heightened company awareness, mutual revenue growth, and overall business efficiency.* Pioneered and executed comprehensive training programs for consulting partners, conducting over 150 live training sessions.

* Conceived and deployed strategic service offerings to optimize client and business efficiency, resulting in an 89% reduction in overhead hours for express offerings.* Successfully launched the inaugural strategic product for MRI through a cross-departmental collaborative approach.* Defined pricing and billing models for service offerings while ensuring compliance with VSOE.

Managed strategic accounts within the Global Professional Services team, acting as a liaison for complex enterprise implementations and custom scenarios involving multiple companies and partner solutions.

* Achieved Exceptional rating for client satisfaction survey goal with a 97% satisfaction on survey responses. * Coached and mentored new agents.

* Managed operations of high volume dispatch center* Reduced training time by 60% and strengthened knowledge transfer by creating and managing a comprehensive training program.* Developed and implemented the Standard Operating Procedures for the dispatch center that successfully improved the overall efficiency of the department. * Customized, implemented, and trained personnel on CAD (Computer Aided Dispatch) while also taking a lead position in the creation of a new dispatch center. * Primary point of contact for all complaints pertaining to the dispatch center.