Crystal Villareal
Bakersfield
Summary
Accomplished administrative and back-end operations professional, with a strong background in enhancing member experiences and driving results. Bringing nearly 15 years of combined experience in these areas, I am adept at team collaboration and adapting to changing needs, ensuring reliable support and effective communication. Skilled in customer and supplier relationship management, problem-solving, and strategic planning. Known for delivering high standards and achieving measurable outcomes.
Overview
15
15
years of professional experience
Work History
Member Experience Manager
Una
04.2020 - Current
- Managed Member Experience and Operations Team
- Developed and implemented member engagement strategies to enhance overall experience.
- Worked with Marketing to generate automated processes, while also completing hands on touchpoints with members.
- Account management, connecting members to suppliers, customer service and retention for large, mid-size and smaller members.
- Analyzed member feedback to identify trends and improve service offerings.
- Organized, cleaned up and reviewed member data to get members added to the roster.
- Completed regular check-ins and customer service touchpoints with members to maintain and build out the relationships.
- Fostered relationships with key suppliers and channel partners to enhance members experience and support efforts.
- Oversaw performance metrics analysis, driving continuous improvements in member satisfaction scores.
- Resolved escalated complaints from highly dissatisfied members by actively listening to their concerns, empathizing with their situation, and taking appropriate corrective action steps as needed.
Senior Member Experience Specialist
Una
02.2018 - 04.2020
- Built out customer service processes and procedures.
- Streamlined processes to optimize efficiency of caring for member and supplier relationships.
- Complete regular check-ins and customer service touchpoints with both members and suppliers.
- Review revenue generated by each member to provide insights to both the member as well as the internal team.
- Run revenue share reports for channel partners and work with Finance to get members their rebate checks.
- Ran cost savings analyses for members.
Operations Manager
Una
01.2016 - 02.2018
- Built out operations processes and manual for the company
- Support Sales team members with account management.
- Organize, clean up and review member data to get members added to the membership roster.
- Generated and sent out marketing emails to potential members to bring in new leads.
- Salesforce
- Hubspot
Administrative Assistant- Property Tax Support Group
Property Valuation Services
03.2014 - 01.2016
- Assist personal property tax consultants with clerical duties, maintaining accounts, and calling collectors and assessors to obtain information regarding new and existing accounts.
- Microsoft Office, Word, and Excel
- Tax support group trainer
Trainer/Server
Houlihan’s
02.2013 - 03.2014
- Train new servers while also maintaining my own server role.
Assistant Registrar
International House of Prayer University
09.2010 - 02.2013
- Kept and updated all student and faculty records, academic calendars, as well as student schedules.
- Communicated deadlines, attendance and grades updates to students and faculty.
- Assisted in building out processes for the entire Registrars (Academic Services) Team.
Education
High School Diploma -
Delano High School
Delano, California06.2006
Skills
- Exceptional communication
- Member retention strategies
- Event planning support
- Strong organization
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Organizational skills
- Team leadership
- Customer relations
- Managing operations and efficiency
- Customer relationship management
- Conflict resolution
- Employee training
- Staff management
Timeline
Member Experience Manager
Una
04.2020 - Current
Senior Member Experience Specialist
Una
02.2018 - 04.2020
Operations Manager
Una
01.2016 - 02.2018
Administrative Assistant- Property Tax Support Group
Property Valuation Services
03.2014 - 01.2016
Trainer/Server
Houlihan’s
02.2013 - 03.2014
Assistant Registrar
International House of Prayer University
09.2010 - 02.2013
High School Diploma -
Delano High School
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