Crystal G. Email and Phone Number

As a Customer Resolution Specialist we handle all the complaints and problems of the customer and resolve such issues at the earliest. We take telephone calls and support tickets (communicating with clients via email) to both train leasing office staff and discover any bugs in the system to send to our development team to fix. We liaise mostly with our clients, our development managers, quality managers, and customer account managers

In my current role, I drive achievement of daily production goals, communicating delays and potential shortages to supervisors in order to overcome obstacles, producing an average of 300+ complete assemblies per day. Additionally, I plan and coordinate flow of materials, motor parts, and generator assemblies within the plant while ensuring compliance to production and shipping schedules. My contributions include:✓ Make tools and personnel adjustments to optimize efficiency and end-product quality while minimizing downtime. ✓ Monitor equipment for damages or defects and schedule proactive and preventative maintenance while ensuring workstations are clean and free of hazardous materials. ✓ Drove adoption of new safety procedures and processes that decreased employee injuries and reportable incidents.✓ Evaluated and trained 30+ employees for promotion to cross-functional operations.✓Achieved and maintained certifications such as Test I, Terminal Crimp, Lacing, and Lead setting.

At ACS, I provided exceptional customer service while communicating information in a clear and concise manner, achieving all objectives for call quality and resolution time. During this time, I leveraged MS Work, Excel, Outlook, OneNote, O365 applications, and proprietary databases to provide service, resolve customer issues, and handle escalations as appropriate. My contributions include:✓ Captured 100% customer satisfaction with all clients responding Satisfied or Very Satisfied to call quality surveys. ✓Oversaw quality assurance and reported incidents and errors to supervisors. ✓Identified 50 calls per day that failed to meet organizational standards and 5 instances of incorrect procedure documentation; completed any correction actions needed.✓ Provided technical assistance for user profile discrepancies, user login issues, and customer general questions.