Crystal Gleim
Cornelius,NC
Summary
Dedicated and professional individual with a proven track record of consistently meeting company goals through organized practices. Thrives under pressure and embraces new situations and challenges to enhance the organizational brand. Known for problem-solving abilities and a commitment to improving customer satisfaction. Experienced Manager with a talent for directing and improving operations by implementing effective employee motivational strategies and enforcing strong policies. Proficient in industry best practices, market trends, and regulatory requirements. Analytical thinker with a strategic approach to business planning and day-to-day problem-solving. Collaborative leader dedicated to fostering an engaged and empowering work culture through partnership with coworkers. Demonstrated ability to build and maintain relationships with diverse stakeholders in dynamic, fast-paced environments. 5 1/2 years of experience in WFM, including weekend work and daily problem-solving.
Overview
24
24
years of professional experience
Work History
Workforce Management Analyst
U.S. Bank
WFH
03.2019 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Watching 1500+ bankers daily upon arrival of the start of their shift. If banker is 5+ mins late will code banker out. When banker starts day will adjust schedule with proper amount of Out coding
- Answer emails daily from CSMs and OMs to update banker schedules with sick time, vacation time.
- Watching queues, SLs and routing calls to help maintain at least a 60% monthly service level.
- Loading intraday every morning to view the availability to see if my time and/or ELs will be avail. Ensuring to keep the queue clean and customer experience first.
Opening Manager
McDonalds
09.2021 - 07.2022
- Opened doors on time, greeted patrons and offered assistance with locating needed items.
- Stocked, monitored and maintained inventory of diverse products.
- Trained employees on table, opening counter, drive thru, ensuring compliance with top quality standards.
- Trained new employees on proper protocols and customer service standards.
- Delegated daily tasks and oversaw 5 employees upon opening.
- Fielded customer complaints and comments.
Customer Service Billing Lead
Spectrum
02.2015 - 02.2019
- Greeted customers and listened closely to problems described to determine solutions.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Resolved concerns with products or services to help with retention and drive sales.
Team Lead Trainer
Amazon
10.2014 - 01.2015
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Identified team weak points and implemented corrective actions to resolve concerns.
Service Coordinator
Big Sandy Superstore
05.2009 - 09.2014
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Designed individualized service plans that took into account clients' goals and preferences.
- Upheld client satisfaction by designing accurate and detailed timelines for furniture, appliance and electroni services and alerting clients of changes.
Shift Manager
McDonalds
06.2000 - 10.2004
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Exercised composure under pressure and in escalated customer service scenarios.
- Excelled in every store position and regularly backed up front-line staff.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Tracked receipts, employee hours and inventory movements.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Trained back-up associates and led crew members in managing operations of storefront.
- Recruited and interviewed candidates for management to evaluate readiness and fit for position.
Education
High School Diploma -
Northwest High School
05.2003
Skills
- Critical Thinking
- Active Listening
- Performance Goals
- Time Management
- Teamwork Skills
- Work Order
- Staff Training
- Payroll Operations
- Quality Standards
- IEX
- NICE
- AWS
- Workforce Management
Timeline
Opening Manager
McDonalds
09.2021 - 07.2022
Workforce Management Analyst
U.S. Bank
03.2019 - Current
Customer Service Billing Lead
Spectrum
02.2015 - 02.2019
Team Lead Trainer
Amazon
10.2014 - 01.2015
Service Coordinator
Big Sandy Superstore
05.2009 - 09.2014
Shift Manager
McDonalds
06.2000 - 10.2004
High School Diploma -
Northwest High School