CRYSTAL HAWKINS
Gwynn Oak,MD
Summary
Dynamic Operations Manager with a proven track record at American Christmas, enhancing logistics efficiency and driving process improvements. Skilled in vendor management and client relationship building, I successfully increased sales by millions through strategic initiatives. My strong leadership and problem-solving abilities ensure optimal team performance and operational excellence.
Overview
30
30
years of professional experience
Work History
Operations Manager
American Christmas
Hyattsville, Maryland
07.2022 - 07.2025
- Managed sourcing and purchasing coordination for custom projects and gross margin analysis.
- Maintained and established vendor, subcontractor, and departmental relationships.
- Supervised warehouse team to optimize inventory management and logistics operations.
- Coordinated shipping and receiving, new hire interviews, training, and certifications.
- Collaborated with department director to develop yearly budget and quarterly plans.
- Executed logistics for permits, materials, lifts, and trucks delivery to work sites.
- Implemented process improvements to enhance efficiency in warehouse operations.
- Oversaw daily operations for holiday product distribution and staffing during peak seasons.
Dispatch/Executive Admin
Easters Lock & Key
Parkville, Maryland
11.2021 - 06.2022
- Answered high-volume phone inquiries and entered customer requests into CRM system.
- Tracked client projects to ensure timely completion and satisfaction.
- Coordinated projects across multiple departments to enhance client communication.
- Managed a team of 20+ technicians to support operational efficiency.
- Organized dispatch logistics for prompt delivery of locksmith services.
- Utilized scheduling software to allocate daily service calls effectively.
- Implemented process improvements to optimize dispatch workflows.
- Monitored vehicle maintenance schedules for safe transportation operations.
Director of Operations
Advanced Security Safe & Lock
Baltimore, MD
06.2014 - 11.2021
- Oversaw daily operations, enhancing efficiency of security products and services.
- Directed logistics for inventory management and distribution processes.
- Managed vendor relationships to ensure consistent supply chain reliability.
- Developed policies to improve operational efficiency and compliance standards.
- Analyzed workflows to identify improvement opportunities and implement solutions.
- Increased sales by two to three million dollars within three years through strategic initiatives.
- Trained new hires and guided existing staff towards sustainable business practices.
- Established and maintained strong client relationships to foster business growth.
Outside Sales Rep
Slomin's Shield
Hanover, Maryland
12.2013 - 06.2014
- Achieved status as one of top sales producers through strategic client engagement.
- Conducted site visits to evaluate security needs and recommend tailored solutions.
- Designed alarm sensor and camera placements to optimize customer safety.
- Negotiated pricing and finalized service contracts, enhancing revenue generation.
- Collaborated with installation teams to ensure effective service delivery.
- Utilized upselling techniques to maximize overall sales performance.
- Maintained regular meetings with team members to track progress and address challenges.
- Greeted customers and provided assistance to create positive interactions.
Assistant Account Manager
Erevolution Ventures Inc
Selbyville, Delaware
08.2012 - 02.2013
- Scouted and purchased items for sale on multiple platforms.
- Managed manufacturer accounts, ensuring effective communication between parties.
- Oversaw shipping and receiving processes to maintain operational efficiency.
Dispatch/Customer Service Rep
CitiCab
Neptune City, New Jersey
08.1998 - 10.2012
- Streamlined car dispatch for commercial and personal travel, ensuring timely service delivery.
- Managed booking systems to maintain accuracy in scheduling and pricing.
- Collaborated with drivers to improve communication and service quality.
- Trained new staff on customer service protocols to enhance operational efficiency.
- Addressed customer inquiries promptly, providing detailed information about services and fares.
- Resolved customer complaints effectively, contributing to high satisfaction levels.
- Maintained comprehensive records of customer interactions and inquiries for future reference.
- Delivered exceptional customer service, fostering positive relationships with clients.
Account Creation & Testing Supervisor
Criticom International
Manasquan, New Jersey
01.2002 - 02.2011
- Supervised approximately 15 employees, ensuring adherence to quality standards in operations.
- Managed data entry and conversion for alarm monitoring accounts efficiently.
- Resolved customer escalations, enhancing client satisfaction and loyalty.
- Coordinated inbound and outbound call volume in a fast-paced environment.
- Delegated large projects effectively to optimize team performance.
- Developed training materials for staff skill enhancement.
- Trained and mentored staff on testing procedures and safety protocols,
- Oversaw testing processes to ensure compliance with industry quality standards.
Production Manager
RMH Teleservices Inc
Ocean Township, NJ
01.1996 - 11.2001
- Managed approximately 50 employees and 2 supervisors to ensure operational efficiency.
- Oversaw daily production operations, maintaining workflow and compliance with procedures.
- Distributed assignments to employees while providing guidance to meet quality standards.
- Conducted performance evaluations to identify development needs and enhance team effectiveness.
- Monitored attendance records and enforced disciplinary actions as necessary.
- Scheduled staff work assignments, rotations, and overtime to optimize productivity.
- Collaborated with cross-functional teams to align production goals with strategic objectives.
Education
Certificate - Six Sigma Basic
Certificate - Health/Life Insurance
Greens School of Insurance
Neptune City, NJCertificate - Cosmetology
Neptune Vocational School
Neptune City, NJAudio Engineering
Brookdale CC
Lincroft, NJDiploma -
Neptune High School
Neptune, NJSkills
- Quick learning ability
- File and record maintenance
- Client focus
- Results orientation
- Computer proficiency
- Training and development
- Leadership experience
- Problem solving
- Attention to detail
- Adaptability
- Collaboration skills
- Time management
- Strong work ethic
- Vendor management
- Logistics coordination
- Process improvement
- Customer relationship management
- Staff training and development
- Effective communication skills
- Data analysis expertise
- Business operations management
- Supply chain management
- Troubleshooting skills
- Budgeting and cost control strategies
- Data management proficiency
- Invoice processing skills
- Six Sigma certification holder
- Organizational management expertise
- Workforce management skills
- Client relationship building
- Staff management capabilities
- Logistics management expertise
- Negotiation skills
References
References available upon request.
Volunteer Experience
The Community YMCA, Behavioral Assistant, 2003-08, 2009-06, Provide a positive role model for disadvantaged and challenged youths by providing emotional support and alternatives for anger management, homework assistance and counseling.
Timeline
Operations Manager
American Christmas
07.2022 - 07.2025
Dispatch/Executive Admin
Easters Lock & Key
11.2021 - 06.2022
Director of Operations
Advanced Security Safe & Lock
06.2014 - 11.2021
Outside Sales Rep
Slomin's Shield
12.2013 - 06.2014
Assistant Account Manager
Erevolution Ventures Inc
08.2012 - 02.2013
Account Creation & Testing Supervisor
Criticom International
01.2002 - 02.2011
Dispatch/Customer Service Rep
CitiCab
08.1998 - 10.2012
Production Manager
RMH Teleservices Inc
01.1996 - 11.2001
Certificate - Six Sigma Basic
Certificate - Health/Life Insurance
Greens School of Insurance
Certificate - Cosmetology
Neptune Vocational School
Audio Engineering
Brookdale CC
Diploma -
Neptune High School
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