Crystal Shelton
Hermitage,TN
Summary
Strategic thinker, problem-solver, and leader with extensive experience in Customer Experience, IT Delivery, Project Management, Business Analysis, and Strategic Operations. Committed to bringing a fresh perspective to your organization. Known for exceptional work ethic and going above and beyond to exceed company expectations. Skilled at building productive working relationships. Proven track record of success in fast-paced, deadline-driven environments managing goals and team development. Thrives in team-oriented environments. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
15
15
years of professional experience
Work History
MOBILITY SOLUTIONS SUPPOORT MANAGER
BRIDGESTONE AMERICAS
01.2020 - Current
- Manage relationship with support vendor with nine support agents
- Review incidents that are not first contact resolution to educate support vendor to increase first contact resolution incidents
- Manage internal T2 support team of seven agents
- Support multiple customer facing proprietary systems
- Adhere to defined KPI's and SLA's and Review regularly
- Build and distribute dashboards to leaders and executives
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed annual goals for each department based on market trends and competitor analysis.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Reviewed contracts before signing them on behalf of the organization.
- Organized special events such as conferences or training sessions for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Oversaw daily operations, maintaining efficiency and quality standards.
PROJECT MANAGER
BRIDGESTONE AMERICAS
01.2015 - 01.2020
- Rationalization of legacy systems to new solutions or implementation into existing global products
- Mobility Solutions - Delivery initiatives
- Statement of work process oversight for vendor partners
- Created alignment of processes and tools for TreadStat NextGen with other
- Communicate and manage project initiative schedules and budget
- Deployment of custom programs eReceipt, eReceipt Lite, DR Approval, Penske Off Tire Analysis Form, FedEx Trailer Validation, UPS Scan to Order
- Lead, coach, and direct peers within Mobility Solutions as well as cross- functional teams to meet deadlines and objectives
- Coordination of EDI connectivity for customer requirements, development, and deployment
- Advocate for change and continuous improvement
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Managed multiple projects with competing deadlines simultaneously.
- Provided guidance to team members regarding tasks assigned to them.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
SR SALES ANALYST
BRIDGESTONE
01.2010 - 01.2015
- Project Leader during concept, creation, testing, deployment, and support of customer-facing government website
- Managed Vendor Partner relationships for Call Center activities
- Lead, deploy, and support Admin, Sales, and End-Users of Bridgestone sites
- Analyzed sales data to identify trends and patterns in customer behavior.
- Developed plans to increase sales revenue, improve efficiency and optimize resources.
- Conducted research on competitors' products and pricing strategies.
- Drafted presentations outlining strategic initiatives to senior management.
- Assisted in the development of new business opportunities through prospecting activities.
- Evaluated effectiveness of existing sales tactics and recommended changes as needed.
- Built relationships with clients by providing customized solutions based on their individual needs.
- Utilized financial analysis to prepare plans of action for investment.
Education
MASTERS BUSINESS ADMINISTRATION - Project Management
TREVECCA NAZARENE UNIVERSITY
11-2016
BACHELOR OF BUSINESS MANAGEMENT - Business Administration And Management
UNIVERSITY OF PHOENIX
05-2013
Skills
- Customer Engagement
- Operations Coordination for T1 & T2
- Conflict Resolution
- Business Process Optimization
- Team Leadership
- Strategic Deployment Planning
- Organizational Planning Expertise
- Team Engagement Strategies
- Performance Management
- Cross-Functional Teamwork
Timeline
MOBILITY SOLUTIONS SUPPOORT MANAGER
BRIDGESTONE AMERICAS
01.2020 - Current
PROJECT MANAGER
BRIDGESTONE AMERICAS
01.2015 - 01.2020
SR SALES ANALYST
BRIDGESTONE
01.2010 - 01.2015
MASTERS BUSINESS ADMINISTRATION - Project Management
TREVECCA NAZARENE UNIVERSITY
BACHELOR OF BUSINESS MANAGEMENT - Business Administration And Management
UNIVERSITY OF PHOENIX
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