Crystal Schrope Email & Phone Number

Agoura Hills, California, United States

Remote

Agoura Hills, California

• Manage timely data collection to update operational metrics to meet productivity goals, cut costs, eliminate inefficiencies, and provide high-quality products
• Examine tasks and determine which position each should be assigned to, assess KPIs to ensure the structure is functioning, and seek executive buy-in to establish strategic and collaborative action plans
• Surveyed employees on specific objectives and workflow to help quickly identify and create innovative solutions that increase employee satisfaction, process improvement, and operational efficiency
• Discuss and implement change procedures in collaboration with executives; maintain open channels of communication by being honest and regularly interacting with staff
• Troubleshoot and support new procedures in cross-functional departments by consulting with each team to demonstrate how to use new systems to address concerns and develop an action plan
• Increase and maintain internal capacity by improving the efficiency of current organizational processes and procedures

Agoura Hills, California

• Supervised the sales and ticketing departments to ensure timely, efficient, and outstanding customer service by hiring personnel that prioritize the consumer
• Employed behavioral interviewing techniques to screen and interview new applicants; mentored and actively participated in supervisory tasks to develop employee leadership skills
• Collaborated with 7 divisions to gain buy-in by bringing all ideas to the table and deciding on the best course of action for establishing a productive and forward-thinking organization
• Modified 25 employee schedules, vacation calendars and time-off requests; addressed inter-employee issues, facilitated dispute resolution, and participated in team-building activities
• Created incentive plans that meet the demands of employees by establishing a buddy system for training and development, which allowed employees to learn new skills while also fostering teamwork
• Attended committee meetings to track employee satisfaction by planning staff appreciation days and activities on a monthly basis

Agoura Hills, California

• Developed the first email support training manuals for the ticketing department, which included images of various scenarios and examples of how to connect with clients to teach and train new employees and senior agents
• Partnered with senior management and executives to alter the company's expectations by conducting industry research, cross-training staff, and creating quality control methods
• Created a staff training program and restructured email support operations to meet individual and departmental needs by training one person to manage all operations and ensure that activities were completed effectively
• Conducted Webinar training sessions for remote offices, focusing on basic to advanced topics, training materials, and follow-up meetings
• Developed a long-term program to address a wide range of airline and customer scenarios, including re-evaluating phone conversations, altering scripted email replies, turnaround time, and consistent training

Burbank, California

• Supervised a 50-person workforce in Los Angeles and Burbank California, ensuring the floor was organized, and staff timecards were addressed
• Developed flexible staffing strategies to suit the company's demands by allowing employees to switch locations if another department required coverage due to staffing shortages
• Interviewed candidates and made recruiting recommendations based on resumes to determine which personnel would be a good fit for the team

San Francisco, California

• Engaged with customers and addressed all markdowns to ensure pricing accuracy; unloaded, prepared, and stocked items on the floor

San Francisco, California

• Served as the top performer for adult and children add-on products
• Trained new customer service and sales personnel to exceed customer engagement, sales, and service objectives

Bachelor Of Science - Bs, Business Management And Human Resources

Master Of Science - Ms, Organization Development