Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Crystal L Miller

Edwardsburg,MI

Summary

Professional, motivated leader with a strong background in training and development. Skilled in designing and implementing effective training programs, fostering team collaboration, and adapting to changing needs. Recognized for delivering results, enhancing employee performance, and ensuring consistent growth through strategic training solutions. Equipped with excellent communication, leadership, and problem-solving skills. Seeking growth within a forward-thinking, progressive organization to further contribute and excel.

Overview

15
15
years of professional experience
1
1
Certification

Work History

TECHNICAL CUSTOMER SERVICE & TRAINING MANAGER

DOMETIC
02.2016 - 01.2025
  • Led diverse teams of up to 30 representatives across consumer and dealer support to enhance productivity and foster a collaborative work environment.
  • Monitored customer satisfaction KPI's to help reduce warranty costs and increase customer success.
  • Built and implemented both onboarding and continuous improvement training programs to foster employee growth.
  • Developed and maintained technical training content with live documents as well as e-learning design within an LMS system.
  • Built and managed a comprehensive external dealer training program - focusing on educating industry technicians on troubleshooting and repair procedures that included a mix of in-person hands on classes, webinars and online learning.
  • Developed troubleshooting guides and knowledge base articles, enhancing self-help options for users seeking assistance.
  • Organized and participated in industry events such as trade-shows and rallies.
  • Analyzed warranty data and served as a liaison between customer service, quality and legal teams to determine root cause, implement rework/quality improvements and communicate to the customer base.
  • Resolved complex technical issues through systematic troubleshooting techniques.
  • Maintained accurate documentation and generated detailed-reports to support decision-making processes.
  • Identify and implemented budgets to company standards.

CUSTOMER SERVICE MANAGER

DOMETIC
10.2014 - 02.2016
  • Relocated to Louisville, KY to pilot a new customer care location.
  • Recruited, trained and led a diverse team of 16 to achieve shared goals and foster a collaborative work environment.
  • Implemented process improvement initiatives that enhanced operational efficiency and customer satisfaction.
  • Developed and executed strategies that addressed customer feedback and pain points.
  • Established performance metrics to monitor progress and drive accountability across the team.
  • Mediated conflicts effectively to promote a harmonious workplace and resolve issues in a timely manner.

TECHNICAL SERVICE FIELD TRAINER

DOMETIC
10.2012 - 10.2014
  • Administered 30 in person training programs per season to the RV industry, focused on installation, operation, maintenance, troubleshooting and repair of the company's full product portfolio.
  • Developed comprehensive training manuals to facilitate consistent knowledge transfer among trainees.

SALES & TECHNICAL SERVICE REPRESENTATIVE

DOMETIC
02.2010 - 10.2014
  • Consistently met or exceeded performance metrics related to call handling time, first contact resolution rate, and overall customer satisfaction scores.
  • Contributed to increased sales revenue by offering expert recommendations on suitable products and services for customers.
  • Enhanced customer satisfaction by providing timely and effective technical troubleshooting support to clients.
  • Maintained detailed records of all client interactions within the company''s CRM system, ensuring accurate tracking of case history, resolutions, and follow-up actions.
  • Decreased call wait times through efficient problem-solving techniques, resulting in higher customer satisfaction levels.

Education

B.A. - BUSINESS ADMINISTRATION

BETHEL COLLEGE
Mishawaka, Indiana

Skills

  • Training curriculum development in LMS systems
  • MS Suite (Word, Excel, Power Point)
  • Sana (LMS)
  • Wrike Project Management tool
  • Coaching and mentoring
  • Active listening
  • New hire on-boarding
  • Creative writing
  • New employee training
  • Written & verbal communication
  • Problem resolution
  • Critical thinking

Certification

  • Level I Certified RV Service Technician - RV Technical Institute
  • Registered RV Service Technician - National RV Training Academy


Timeline

TECHNICAL CUSTOMER SERVICE & TRAINING MANAGER

DOMETIC
02.2016 - 01.2025

CUSTOMER SERVICE MANAGER

DOMETIC
10.2014 - 02.2016

TECHNICAL SERVICE FIELD TRAINER

DOMETIC
10.2012 - 10.2014

SALES & TECHNICAL SERVICE REPRESENTATIVE

DOMETIC
02.2010 - 10.2014

B.A. - BUSINESS ADMINISTRATION

BETHEL COLLEGE

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