Crystal Squitieri Email & Phone Number

United States

Serves as main point of contact for high-profile retail and restaurant client accounts working with high-level executives (VP and C-Suite level)Responsible for capturing and tracking long and shorth term client goals to ensure maximum ROI Interpret and represent clients’ needs and expectations by communicating effectively with project management and analytics teams Identify and resolve complex problems by analyzing data Provide ongoing training and support to clients to ensure a high level of satisfaction while continuing to identify any further opportunities for account growthReview all project deliverables in detail to ensure quality standards and client expectations are met or exceededPresent deliverables and project findings to clientsMaintain organized and accurate documentation within client drives, document call notes and other relevant account information in Salesforce

Tampa/St. Petersburg, Florida Area

Manages Client Specific Meetings, presenting metrics and trends both tactical and strategicProvides Product Consulting, transfer of knowledge to Client/Partner teamFacilitates problem/issue resolutionAssists Client Team members through Hyper Care Phase of Implementation as it relates to best practices on overall Claim processing and Audit procedures – ensuring maximum ROI is achievedFacilitates strategic business process analysis and develop functional specifications for potential enhancements as requiredProvides high quality Consulting Services and deliverables from an overall Support perspectiveAnalyzes trending data as it relates to company best practices to drive customers to implement better business strategies as it directly relates to cost savingsBuilds reliable Metrics that will be used with Clients – creating specific KPIs on how to best measure their business overall

Tampa, Florida

Manage the performance of the Administration and Customer Service teams, facilitate team meetings, determine staffing needs, approve time off requests, address disciplinary concerns etc.Step in as needed to handle any escalated/complex Client service concernsScreens potential candidates, interviews and makes hiring decisions Responsible for communication between the Sales & Administration Teams for the Southeast divisionResponsible for managing facilities for all Southeast division properties Coordinates with IT department and approves equipment purchasesValidates and/or approves all supply orders and purchases for the Southeast divisionOversees and performs maintenance on the Setel phone system

Tampa Fl

Execute tactical objectives fulfilling Empire today’s commitment to superior customer care and a positive customer experience. Directly leads local personnel for improving Net Promoter Scores, managing service requests, cycle time and ensuring effective communication within the market on results and performance.Implements and facilitates customer service training for new and existing sales representatives focusing on setting proper expectations which has decreased sales related customer complaints Works with Regional Customer Service Managers and the Regional Vice President to improve the customer service delivery model for the market which has decreased BBB complaints and overall escalated issuesReviews all inspection reports and working with the national installation and merchandising departments to identify installation errors/product failures for warranty claims to ensure the appropriate steps are taken to resolve customer issues

Tampa Fl

*Responsible for managing 3 teams of up to 26 employees*Planning, scheduling and facilitating team meetings for tech support, routing and dispatch teams*Managing staffing needs by determining new hire schedules, reevaluating current schedules, adjusting lunch schedules, approving time off requests and managing overtime*Reporting and analyzing dispatch statistics, identifying weaknesses and implementing action plans for improvement *Reporting and analyzing call center statistics down to the team and agent levels*Monitoring call volume throughout the day and soliciting help from other departments as needed*Evaluating calls, quality of routing and route management*Communicating company goals to all teams, identifying employee strengths and opportunities for improvement*Encouraging employees to meet and exceed performance goals through consistent one on one coaching*Addressing disciplinary issues in a fair and consistent manner by coaching, counseling and administrating formal corrective actions when necessary*Preparing and delivering monthly and annual performance reviews*Taking over high level escalations including risk management issues and damage claims*Screening potential candidates, interviewing and making hiring decisions*Preparing and ensuring new hire training material is up to date*Conducting new hire orientation, basic customer service training and coordinating technical training*Responsible for opening and closing of the facility

Tampa Fl

*Held accountable for maintaining team member agent statistics while maintaining high quality customer service*Evaluating/scoring agent phone calls and conducting coaching with employees by giving positive and constructive criticism in order to build confidence and maximize improvement*Answering employee questions and taking over escalated customer situations as needed*Planning/facilitating team meetings*Monitoring log time and managing agent schedules*Assisting upper management with additional reporting and projects as needed

National Association For Family Child Care - Accreditation Achieved, Child Development

http://www.nafcc.org/ - The National Association for Family Child Care partnered with Nova Southeastern offers a national accreditation.

High School Diploma, General Studies