CRYSTAL OSUNA
Customer Operations & Account Manager
Rancho Bernardo,CA
Summary
Versatile professional with experience spanning Customer Operations, Account Management, and Sales. Successful in managing client relationships, optimizing processes, and delivering measurable results. Strong communicator and problem-solver, with the ability to collaborate effectively in fast-paced environments. Eager to apply my diverse skill set to new challenges and continue growing in a role that offers variety and opportunity.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Operations Manager
Resonetics, LLC
San Diego, California
10.2023 - Current
- Supported operations across two locations, generating over $40 million in revenue.
- Managed high-visibility, technical accounts, providing personalized support for complex, custom orders and high-value projects, ensuring seamless delivery and alignment with technical specifications.
- Collaborated with sales, engineering, and quality teams to deliver custom laser micro-manufacturing solutions, adhering to strict medical device industry standards.
- Enhanced customer satisfaction by streamlining operational processes, reducing response times, and resolving customer concerns, resulting in improved retention and long-term relationships.
- Led cross-functional communication to resolve service delivery challenges, improving collaboration and ensuring timely product delivery.
- Mentored junior Account Managers, assisting with escalated or complex issues, fostering high-quality service and consistent team performance.
Strategic Account Manager
Resonetics, LLC
San Diego, California
10.2022 - 10.2023
- Managed a portfolio of high-value accounts, including complex, technical customers in the medical device and life sciences industries, ensuring alignment with company's laser micro-manufacturing solutions.
- Drove over $20 million in sales, consistently exceeding revenue targets by identifying upselling and cross-selling opportunities within existing accounts.
- Built and maintained strong relationships with key stakeholders and decision-makers, ensuring high levels of customer satisfaction and long-term retention.
- Collaborated across internal teams (sales, engineering, quality assurance, production) to deliver customized solutions on-time, meeting technical specifications and exceeding client expectations.
Senior Account Manager
Resonetics, LLC
San Diego, California
07.2019 - 10.2022
- Managed accounts over $10 million, overseeing a team of 2 employees to ensure efficient account operations and high levels of customer satisfaction.
- Built and maintained strong, long-term relationships with clients, acting as the primary point of contact between clients and internal teams to ensure alignment on goals and successful outcomes.
- Collaborated with cross-functional teams (sales, engineering, operations, and management) to drive customer success and resolve issues, ensuring timely and high-quality deliverables.
- Monitored and tracked key account metrics, maintaining customer forecasts to ensure business growth and the achievement of sales targets.
- Created and presented daily, monthly, quarterly, and annual reports to provide insights on account performance and guide decision-making.
- Processed customer purchase orders and quotes, ensuring accuracy and timely delivery in line with client expectations and internal policies.
Account Manager
Make Up My Cosmetics, Division of Keystone Industries
San Diego, California
01.2018 - 07.2019
- Serviced a portfolio of high-profile clients, providing custom formulas, shades, contract filling, and non-branded color cosmetics.
- Guided 50+ entrepreneurs in developing their cosmetic lines through contract manufacturing, offering 100% US-made products and private label solutions.
- Managed product development projects from concept through launch, ensuring timely delivery and successful product rollouts.
- Prioritized multiple projects in a fast-paced environment, ensuring product launches stayed on track and met deadlines.
- Recommended products to clients, fostering repeat purchases and strengthening customer loyalty.
Senior Sales Executive
Balboa Manufacturing Co. LLC
San Diego, California
4 2004 - 1 2018
- Managed 250+ wholesale accounts across the powersports, outdoor, and military markets, driving significant sales growth and customer retention.
- Analyzed market trends to implement effective sales and marketing strategies, consistently exceeding sales quotas and targets.
- Trained and presented to 150+ sales force members in a large distribution company, resulting in a 14% increase in overall sales.
- Awarded the Leadership Excellence Award for exceptional guidance to colleagues and identifying opportunities to improve operations and revenue.
- Key contributor to the successful implementation of NetSuite ERP, enhancing business processes and operational efficiency.
- Developed and executed multiple marketing strategies, improving profitability and driving sustainable growth.
- Advanced through several roles, including Purchasing, Office Manager, and Customer Service Manager, gaining a broad operational and cross-departmental skill set.
Education
Associate of Arts - Business
Western International University
Tempe, AZ 02.2005 - 2007.02
Skills
Client Engagement Management
Sales Strategy Development
Customer Retention Strategies
Operational Efficiency
Collaborative Mindset
Team Leadership
Proactive approach
Continuous Process Improvement
Project Management
Data Analysis & Reporting
ERP & CRM Software Proficiency
Certification
Dale Carnegie Sales Advantage Certification
Timeline
Customer Operations Manager
Resonetics, LLC
10.2023 - Current
Strategic Account Manager
Resonetics, LLC
10.2022 - 10.2023
Senior Account Manager
Resonetics, LLC
07.2019 - 10.2022
Account Manager
Make Up My Cosmetics, Division of Keystone Industries
01.2018 - 07.2019
Associate of Arts - Business
Western International University
02.2005 - 2007.02
Senior Sales Executive
Balboa Manufacturing Co. LLC
4 2004 - 1 2018
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