Crystal Cervantez
Rialto,CA
Summary
Dynamic Customer Service Manager with a proven track record of leading high-performing teams, optimizing processes, and effectively resolving complex issues. Expertise in coaching and developing staff to enhance skills and performance while streamlining operations to elevate the overall customer experience. Committed to leveraging strong leadership and problem-solving abilities to drive service excellence and cultivate a culture of continuous improvement within the organization. Passionate about fostering impactful customer interactions that contribute to business success and enhance customer loyalty.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Customer Support Manager
Tireco Inc.
Gardena, CA
10.2023 - Current
- Assisted customer service representatives in meeting goals through effective goal-setting and consistent feedback. Created an encouraging environment that motivates team members to perform at their best.
- Engaged with agents, supervisors, and external partners to pinpoint opportunities for operational improvements and effectively resolve escalated concerns.
- Facilitated team meetings and training sessions, promoting cross-departmental initiatives aimed at cultivating a culture of continuous learning and innovation.
- Provided comprehensive assistance to staff by answering questions, troubleshooting problems, and conducting training sessions.
- Managed and facilitated prompt resolution of escalated customer concerns to uphold service quality and meet business objectives.
- Exhibited composure and leadership in high-pressure situations by coordinating internal resources to minimize customer impact.
- Facilitated proactive and transparent communication while delivering accurate internal and external status reports for all active escalations.
- Championed customer advocacy by translating recurring issues and feedback into actionable insights for cross-functional teams.
Customer Support Manager
Tireco Inc.
Gardena, CA
05.2020 - 10.2023
- Lead a team of 5+ customer service representatives supporting national dealer networks and key accounts.
- Develop and implement customer service strategies that drive improvements in customer satisfaction.
- Oversee order management and product inquiries, ensuring accurate, timely processing and resolution.
- Partner with supply chain, logistics, and sales teams to resolve delivery issues and improve fulfillment rates.
- Analyze customer feedback and service metrics to identify trends and implement process improvements.
- Manage escalated issues while maintaining strong, long-term customer relationships.
- Design and deliver team training to enhance product knowledge and service capabilities.
Inside Sales Manager
Tire Distributor Xperts
Gardena, CA
07.2019 - 05.2020
- Implemented comprehensive training programs and development strategies to optimize inside sales team effectiveness.
- Defined sales targets and evaluated team performance against key performance indicators.
- Developed and implemented effective sales strategies and scripts to drive revenue growth.
- Oversaw and monitored daily sales interactions to optimize customer engagement.
- Led coaching initiatives to enhance team capabilities. Conducted comprehensive performance assessments to evaluate contributions. Organized strategic pipeline reviews to track project advancements.
- Addressed escalated customer issues and negotiated high-value deals to enhance client satisfaction.
- Evaluated customer interactions to uncover upsell and cross-sell opportunities.
OE Business Analyst
Sumitomo Rubber North America Inc.
Rancho Cucamonga, CA
05.2017 - 07.2019
- Assisted in preparing daily and weekly OE shipment schedules. Supported monitoring of inventory levels in distribution centers to help meet supply chain forecasts. Collaborated with teams to ensure timely shipment processing.
- Provided daily sales updates to sales team to facilitate informed decision-making. Assisted in addressing ad hoc sales inquiries to support order fulfillment and customer requests.
- Analyzed customer EDI information to identify and forecast daily, weekly, and monthly requirements.
- Tracked daily and weekly shipment requirements through customer portals to enhance operational efficiency.
- Oversaw management and tracking of factory preproduction orders and shipments to optimize supply chain efficiency. Led monthly evaluations of product timelines to identify aging inventory.
- Executed additional responsibilities as delegated by management.
Customer Service Supervisor
Sumitomo Rubber North America Inc.
Rancho Cucamonga, CA
01.2016 - 04.2017
- Trained and coached team of 9 representatives to deliver high standard of customer service.
- Assisted in the hiring and training process of new customer service employees.
- Recorded employee attendance, personal and vacation time.
- Performed yearly performance reviews.
- Worked proactively with management team and maintained awareness of upcoming events and promotions.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.
- Handled all escalated customer issues by working toward a win-win solution for both the company and the customer.
Inside Sales - Account Specialist
Sumitomo Rubber North America Inc.
Rancho Cucamonga, CA
02.2010 - 12.2015
- Processed customer orders promptly and communicated order confirmations to clients. Provided updates on open orders and shared quotes and lead-times. Coordinated product releases to distribution centers and followed up to confirm delivery schedules. Handled returns, credits, claims, and cancellations as requested by customers. Verified pricing accuracy, especially during promotional periods.
- Contacted customers to foster and sustain long-term relationships through regular communication and support. Conducted annual visits to local and East Coast clients to strengthen connections.
- Participated in training sessions to learn about new products. Assisted in gathering information from competitor websites and magazine articles to improve product knowledge. Utilized available resources to support learning initiatives.
- Identified sales opportunities by recommending alternative products for discontinued items and those with significant back orders.
- Maintained strong rapport with internal account managers by providing regular information and support to enhance collaboration.
- Implemented cross-training strategies with backup staff to maintain uninterrupted customer support in case of unavailability.
- Facilitated response to ACD calls as needed.
Education
High School Diploma - General Education
Rialto Adult Education
Rialto, CA01-2002
Skills
- Proficient in Microsoft Word, Excel, Adobe Acrobat, Netsuite, general office equipment, 10-key, and typing 40 WPM
- Ability to multitask in a fast-paced environment, Assertive in getting results quickly and problem solving, Trustworthy, Work well with team, Organized, Strong background in all aspects of customer service and support, Capable of handling a wide range of functions and consistently producing top quality work
Certification
Harvard Business School Online
Certificate in Leadership Principles
Timeline
Sr. Customer Support Manager
Tireco Inc.
10.2023 - Current
Customer Support Manager
Tireco Inc.
05.2020 - 10.2023
Inside Sales Manager
Tire Distributor Xperts
07.2019 - 05.2020
OE Business Analyst
Sumitomo Rubber North America Inc.
05.2017 - 07.2019
Customer Service Supervisor
Sumitomo Rubber North America Inc.
01.2016 - 04.2017
Inside Sales - Account Specialist
Sumitomo Rubber North America Inc.
02.2010 - 12.2015
High School Diploma - General Education
Rialto Adult Education