Crystal Spegal
Evansville,IN
Summary
Dynamic Senior Escalation Manager at AT&T Mobility with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in team leadership and performance management, I successfully implemented training programs that boosted staff engagement and sales performance, while resolving complex issues to elevate service quality.
Overview
14
14
years of professional experience
Work History
Senior Escalation Manager
AT&T Mobility
Evansville, IN
10.2022 - 10.2025
- Led team to enhance operational efficiency through process improvements and strategic planning.
- Developed training programs to improve staff performance and customer service skills.
- Analyzed market trends to inform product offerings and promotional strategies.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Implemented initiatives that improved overall sales performance and customer satisfaction ratings.
- Conducted regular performance evaluations, driving accountability and continuous improvement within the team.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
Sales and Service Representative
AT&T Mobility
Evansville, IN
08.2018 - 10.2022
- Assisted customers in selecting products and services to meet their needs.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Resolved customer inquiries and issues, ensuring high satisfaction levels.
- Collaborated with team members to achieve sales targets and improve service delivery.
- Educated customers on device features, plans, and promotions for informed decisions.
- Streamlined the sales process for increased efficiency, ensuring accurate record-keeping, timely follow-ups, and successful deal closures.
- Conducted regular assessments of client satisfaction levels through customer surveys and feedback mechanisms to continuously improve service quality.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers.
Front End Supervisor
Menards
07.2011 - 11.2015
- Led team to enhance operational efficiency through process improvements and strategic planning.
- Developed training programs to improve staff performance and customer service skills.
- Analyzed market trends to inform product offerings and promotional strategies.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Implemented initiatives that improved overall sales performance and customer satisfaction ratings.
- Conducted regular performance evaluations, driving accountability and continuous improvement within the team.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
Advanced Technical Support Representative
AT&T Mobility
11.2015 - 08.2018
- Resolved customer inquiries regarding billing, service plans, and troubleshooting issues.
- Provided technical support for mobile devices and accessories, enhancing user experience.
- Documented customer interactions and solutions in CRM system for future reference.
- Collaborated with cross-functional teams to resolve complex technical challenges efficiently.
- Analyzed recurring issues to identify patterns and improve support processes effectively.
- Leveraged advanced diagnostic tools to quickly identify underlying problems and implement effective solutions.
- Conducted root cause analysis on recurring issues, leading to long-term improvements in product quality and reliability.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
Education
Associate of Science - Business Administration
Ivy Tech Community College of Indiana
Indianapolis, IN05.2007
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Goal setting
- Documentation and reporting
- Cross-functional teamwork
- Customer relationship management (CRM)
- Performance management
- Staff development
- Sales techniques
- Policy implementation
Timeline
Senior Escalation Manager
AT&T Mobility
10.2022 - 10.2025
Sales and Service Representative
AT&T Mobility
08.2018 - 10.2022
Advanced Technical Support Representative
AT&T Mobility
11.2015 - 08.2018
Front End Supervisor
Menards
07.2011 - 11.2015
Associate of Science - Business Administration
Ivy Tech Community College of Indiana