Summary
Overview
Work History
Education
Skills
Timeline
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Crystal Reynolds

Crystal Reynolds

San Antonio

Summary

A results-driven operations and strategy leader with over a decade of experience in driving revenue growth, enhancing operational efficiencies, and leading cross-functional teams. Proven expertise in developing and executing high-impact strategies, optimizing team structures, and implementing advanced technologies to scale operations and meet business objectives. Adept at aligning sales, customer success, and revenue operations with organizational goals, leveraging data-driven insights to drive performance improvements. Extensive experience collaborating with executive leadership to establish key performance indicators (KPIs), streamline processes, and enhance customer satisfaction. Demonstrated success in building and leading high-performing teams, fostering talent development through mentorship programs, and executing initiatives that promote continuous learning and team cohesion. Strong background in integrating CRM and marketing automation tools, facilitating the adoption of new systems, and supporting organizational growth in dynamic environments.

Overview

24
24
years of professional experience

Work History

Revenue Operations, Director

PorchPass
07.2024 - 01.2025
  • Developed and executed a comprehensive strategy for establishing and scaling the Revenue Operations function, aligning it with organizational growth objectives
  • Defined, tracked, and analyzed key performance indicators (KPIs) related to revenue generation, delivering regular reports and insights to facilitate data-driven decision-making
  • Enhanced team structure and functionality, recruiting and leading a high-performing team dedicated to driving revenue growth through the strategic development, execution, and continuous optimization of revenue-generating initiatives, programs, and systems
  • Designed and implemented sales enablement initiatives, including training programs and resources, to enhance the effectiveness of the sales team and drive revenue success
  • Created and executed customer success strategies, encompassing onboarding, support, and retention programs, aimed at improving customer satisfaction and boosting recurring revenue
  • Evaluated and integrated relevant technology solutions, including CRM (HubSpot) and marketing automation tools, to optimize data analysis and streamline operational processes
  • Collaborated with executive leadership to establish and manage processes across the sales and customer lifecycle, ensuring alignment with company revenue targets, KPIs, and the development of actionable tracking dashboards
  • Provided ongoing analysis and optimization of PorchPass’s go-to-market (GTM) strategies, identifying areas for improvement and developing action plans to drive enhanced performance and sustained growth
  • Developed and implemented strategic approaches for scaling the organization, including creating detailed job descriptions and recruiting top talent across various departments to enhance support for a sustainable, customer-centric experience
  • Launched and implemented an internal mentorship program to foster team development, enhance skills, and drive overall performance
  • Negotiated contracts, pricing structures and delivery schedules.

Manger, Senior

USAA ECIO
05.2023 - 07.2024
  • Led a support team that managed a $$$ book of business
  • Optimized team structure and workflows to ensure the successful implementation of a new financial system tool, driving seamless integration, alignment with operational goals, and enhanced efficiency across departments
  • Designed and executed a comprehensive training assessment program to identify personalized development opportunities, strategically aligning team members’ strengths with key focus areas
  • This initiative not only optimized training effectiveness but also accelerated skill development, driving improved team performance, engagement, and cohesiveness across the organization

Business Support Analyst, Lead

USAA P&C IT
06.2018 - 05.2023
  • Managed FTE strategy, planning, organizational changes, and trend analysis for over 5,400 FTEs under the ECIO, ensuring alignment with business objectives
  • Oversaw the 3P plan, shore shaping, and trend analysis for more than 7,000 third-party resources, driving strategic resource allocation and optimization
  • Provided operational support for complex processes, ensuring seamless business operations and process efficiency
  • Validated information and collaborated with cross-functional teams to present findings, alternatives, and actionable recommendations
  • Contributed to the planning, research, analysis, and implementation of new applications and process modifications to enhance capabilities, products, and services
  • Maintained comprehensive business knowledge of financials related to PnC IT, supporting effective decision-making
  • Assisted in documenting new and revised third-party processes, ensuring alignment with operational goals and compliance standards
  • Analyzed data and trends to identify root causes, develop insights, and create impactful work products
  • Developed and analyzed ad-hoc reports as needed to support business objectives and decision-making
  • Participated in weekly Tiger Team activities to support Talent Acquisition during resource constraints, partnering with workforce representatives to align hiring strategies with business needs
  • Updated the bottom-up report to track year-over-year growth for both FTE and third-party resources across domestic and international locations
  • Collaborated with HR to ensure alignment of organizational restructuring with strategic directional shifts
  • Provided weekly growth and attrition reporting, maintaining dashboards and identifying opportunities to streamline processes and create new features to support leadership in achieving hiring goals
  • Partnered with the financial team to project growth in future years, contributing to long-term planning and strategy development
  • Led the team through multiple priority shifts, ensuring adaptability and alignment with evolving business needs

Scrum Master, Senior

USAA Labs
07.2017 - 06.2018
  • Ensured the achievement of business goals by proactively communicating with project stakeholders and aligning project deliverables with organizational objectives
  • Collaborated closely with Product Owners to create, prioritize, and refine user stories, ensuring clarity and alignment with business needs
  • Organized and facilitated release and sprint planning, including scrum daily stand-ups, reviews/demos, and retrospectives to ensure smooth project execution
  • Coached development teams in making informed commitments through effective story selection, sizing, and task definition
  • Removed impediments and shielded team members from distractions, optimizing productivity and focus
  • Fostered a culture of continuous improvement by encouraging and implementing process enhancements
  • Utilized Asana and RTC daily to track team progress and promote agile best practices within the team
  • Empowered teams to be self-organized, leveraging their strengths and fostering a collaborative learning environment
  • Created team-building opportunities to sustain high morale and enhance collaboration across multiple project areas
  • Guided teams through shifts in project priorities, ensuring smooth transitions and maintaining focus on key objectives
  • Implemented bi-weekly team-building activities to enhance collaboration and strengthen culture within the Innovation department
  • Developed an onboarding process for new developers joining the downtown location, ensuring seamless integration into the team
  • Partnered with the EPMS team to create project-based buckets for the development team, ensuring accurate tracking of hours in alignment with productivity metrics

Membership Director

GEEKDOM
12.2015 - 07.2017
  • Interviewed and hired top-tier candidates to build a high-performing Membership Management team
  • Developed and implemented a churn-reduction strategy focused on relationship building, follow-up, and personal engagement, executed by the Membership Management team
  • Oversaw the performance and career development of the Membership Management team, fostering growth and skill enhancement
  • Managed the team to ensure the successful execution of strategies that promoted a positive culture and encouraged collaboration among community members
  • Developed and implemented a weekly and monthly reporting system to track churn and growth metrics, ensuring data-driven decision-making
  • Partnered with peers, community members, and business partners to create a program centered on the Military Ecosystem, providing a centralized hub for tools, resources, and programs to support the military community
  • Collaborated with peers to launch a 'Lifelong Learning' initiative aimed at offering continuous learning opportunities to all community members
  • Worked with colleagues to design and implement a higher education program focused on enhancing entrepreneurial and technical skills for educators and college students

Technical Account Manager I and II

RACKSPACE
01.2013 - 12.2015
  • Led and contributed to presentations for senior leadership, showcasing the team's overall success and achievements
  • Mentored and trained incoming team members to foster professional growth and strengthen team capabilities
  • Provided expert guidance on architecture design and scalability to optimize system performance
  • Collaborated with leadership to establish rules of engagement aimed at driving revenue growth and fostering internal partnerships
  • Managed relationships and growth for 275+ customer accounts, offering 24/7 support to both clients and internal teams
  • Coordinated and conducted multiple customer visits, enhancing relationships and driving revenue growth
  • Delivered regular business updates and transactional reports to senior leadership on a weekly, monthly, and quarterly basis
  • Managed high-value cloud customer accounts with a total monthly recurring revenue (MRR) of $200,000
  • Pursued continuous professional development through certifications in CDN, 6 Conversations, Richardson Sales, Intro to Project Management, and Azure/AWS

Rehab Support Coordinator – Custom rehabilitation equipment

ALLIANCE SEATING AND MOBILITY
06.2011 - 12.2013
  • Company Overview: A Division of The SCOOTER Store
  • Coordinated directly with Physicians, Assistive Technology Professionals, Physical Therapists, and patients to ensure timely processing of rehabilitation Post Delivery Orders, K4 lightweight manual wheelchairs, and pediatric equipment
  • Focused on optimizing productivity, effectiveness, and pipeline management to deliver a high-quality customer experience
  • Consistently exceeded sales targets, surpassing both order quotas and revenue generation goals
  • 2012 Performance: Achieved an average of 106% of order forecast and 119% of revenue forecast
  • 2011 Performance: Achieved an average of 118% of order forecast and 133% of revenue forecast
  • A Division of The SCOOTER Store

Case Manager and Outreach Coordinator

YOUTHBUILD LOUISVILLE
06.2010 - 02.2011
  • Conducted needs assessments and research to secure funding through multiple grants, supporting organizational initiatives and resource acquisition
  • Developed and strengthened both new and existing community partnerships, while creating and implementing an outreach program and initiating several educational projects for community members
  • Planned, organized, and executed operations for the Transitions Department, overseeing training, administrative tasks, and organizational fitness, with responsibility for daily activities and strategic planning
  • Collaborated with departmental staff to design relevant curricula and formalize agreements to support the company’s long-term growth and development

Pharmacy Technician

RITE AID
01.2009 - 05.2010
  • Prepared prescriptions for pharmacist dispensing by accurately retrieving, counting, weighing, pouring, and occasionally mixing medications
  • Entered prescription data, purchase orders, requisitions, and disbursements into the computer system, ensuring accurate records and inventory tracking
  • Managed pharmacy inventory by monitoring stock levels, anticipating medication and supply needs, placing and expediting orders, verifying deliveries, and removing expired or outdated drugs

Patient Representative

CARE NOW
12.2007 - 06.2008
  • Company Overview: TEXAS
  • Proficiently utilized office equipment and software applications (e.g., word processing, spreadsheets) to prepare reports, invoices, financial statements, correspondence, case histories, and medical records
  • Coordinated with insurance companies to verify patient status and complete insurance claims and other related documentation
  • Analyzed data and evaluated outcomes to identify and implement optimal solutions for problem resolution
  • TEXAS

Combat Medic (Emergency Medical Technician)

US ARMY
10.2000 - 05.2003
  • Company Overview: GERMANY
  • Conducted thorough health assessments and managed medical records for over 300 personnel, ensuring accurate documentation and compliance with health standards
  • Designed, delivered, and evaluated training courses on emergency medical procedures, enhancing team readiness and response capabilities
  • Led annual training programs, certifying over 120 personnel in Combat Lifesaver and standard medical procedures
  • Selected as Team Leader for international joint missions in Poland and Hungary, demonstrating leadership and cross-cultural collaboration
  • Collaborated with local hospitals to address medical needs and facilitate the transfer of patient records, ensuring continuity of care
  • Maintained and updated medical records for 300+ personnel in both digital and physical formats, ensuring accuracy and confidentiality
  • GERMANY

Education

Bachelor of Science - Workforce Leadership

University of Louisville

Skills

  • Operational Efficiency
  • Process Improvement
  • Business Development
  • Growth Strategy
  • Cross-Functional Collaboration
  • Strategic Alignment
  • Data Analysis
  • Strategic Planning
  • Agile Leadership
  • Adaptive Leadership
  • Organizational Scaling
  • Talent Acquisition
  • Strategic Workforce Management
  • Resource Management
  • Community Engagement
  • Program Development

Timeline

Revenue Operations, Director

PorchPass
07.2024 - 01.2025

Manger, Senior

USAA ECIO
05.2023 - 07.2024

Business Support Analyst, Lead

USAA P&C IT
06.2018 - 05.2023

Scrum Master, Senior

USAA Labs
07.2017 - 06.2018

Membership Director

GEEKDOM
12.2015 - 07.2017

Technical Account Manager I and II

RACKSPACE
01.2013 - 12.2015

Rehab Support Coordinator – Custom rehabilitation equipment

ALLIANCE SEATING AND MOBILITY
06.2011 - 12.2013

Case Manager and Outreach Coordinator

YOUTHBUILD LOUISVILLE
06.2010 - 02.2011

Pharmacy Technician

RITE AID
01.2009 - 05.2010

Patient Representative

CARE NOW
12.2007 - 06.2008

Combat Medic (Emergency Medical Technician)

US ARMY
10.2000 - 05.2003

Bachelor of Science - Workforce Leadership

University of Louisville

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Crystal Reynolds