Crystal N. D. Email & Phone Number

• Provides customer service and issue resolution for day-to-day technical support to end users through call queues, email, chat, and online ticketing systems for Windows 10, Microsoft Office 365, Microsoft Azure, MS Teams, mobile, laptop, desktop, printer, iPad, software, and applications.• Troubleshoots, diagnose, and resolves issues reported by end users.• Escalates critical customer issues to appropriate teams and follows up with end user to ensure timely incident resolution and customer satisfaction.• Updates service desk request forms as needed.• Creates and manages user access to some applications.• Created and maintains shared resource list of applications and the corresponding admins for applications used company wide.• Developed SOPs from an admin’s perspective for several applications.

• Worked directly with Project Manager and Development team on projects and releases related to our propriety application, REACKT.• Gathered business requirements for new feature requests and communicated with developers.• Conducted Quality Assurance testing on development projects before production releases and smoke tests post release.• Reported progress and project updates to business stakeholders regarding deployment changes and releases.• Assisted end users to troubleshoot issues or concerns while using REACKT, identifying and escalating bugs to development team.• Developed SOPs across job functionalities for REACKT, covering topics in Sales/Remarketing, Accounting, and Legal.• Oversaw specialized services offered through REACKT (Auto Refund, Auto Notice), by working directly with vendors, creating SOPs, and training employees in managing the day-to-day operations.

Balwin Park, Ca

• Worked directly with business owners to discuss and implement policies and processes for operations and warehouse teams• Managed operations team by training new hires, ensuring assigned projects were on schedule and collaborating to accomplish department goals.• Assigned daily deadlines and projects to warehouse team.• Developed and updated SOPs for the Operations Department.• Facilitated transition of shipping carriers from FedEx to UPS across 11 company-wide locations.• Contributed to team effort of uploading entire product database of over 3,000 SKUs from the company's in-house program to Shopify according to Shopify's parameters.• Collaborated with IT Team to create Workflow for on-boarding new vendors to company's drop ship program through Duoplane.• Oversaw drop ship contract creation, suggesting edits as necessary and ensuring accessibility by all Operations Department team members.

Baldwin Park

• Point of contact for the Operations team• Monitored company Trademarks by submitting new applications, checking application statuses, responding to Office Actions, filing Certificates and updating records.• Identified and advised improvement upgrades to company’s inventory management software which helped streamline operations.• Established and implemented procedures and documentations for Consignment contract negotiations.

Baldwin Park, Ca

• Oversaw procurement of goods, from intent to purchase through to delivery of goods.• Updated and maintained product information and pricing through database entry.• Worked with marketing team to add new products to company website, ensuring images and copy were accurate and uploaded in time for product release• Led weekly Management Meetings with B&M store managers to discuss order updates, new products, and miscellaneous needs and concerns.• Organized procurement schedule to accommodate group buys across 120 suppliers for 15 Brick and Mortar locations and Corporate's online retail/wholesale outlets.

Upland, Ca

• Directed the development and design of photo booth templates.• Oversaw the timely development and completion of custom photo booth designs.• Corresponded photo booth design specifications with sales team to meet client requests.• Expedited design process and completion for short-term notice events.• Prepared invoice, quote, and contract drafts.• Maintained a well organized electronic filing system.

Greater Los Angeles Area

El Monte, Ca

• Updated and completed 408 SKUs, descriptions and pricing for itemization and uploading to company e-commerce website and Amazon store.• Evaluated website search engine optimization (SEO) and implemented improvements.• Oversaw development and design of company website including, but not limited to the Addition of graphic banners to the company web page advertising the services they provide, Incorporation of social media buttons linking to the company's social media pages, and Inclusion of a rotating banner to the website homepage.

Bachelor'S Degree, Psychology, Gpa: 3.8/4.0

Activities and Societies: Psi Chi (2013 - present)Biblical & Theological Studies minor Graduated with Honors (Magna Cum Laude; GPA: 3.81).

Associate'S Degree, Social Sciences, 3.8/4.0

Dean's List (2009-2012)