Crystal Villegas
El Paso,TX
Summary
Experienced Manager and Licensed Cosmetologist/Barber with 9+ years of industry expertise, seeking new opportunities in growing industries. Collaborative team player adept at professionally and efficiently resolving problems and conflicts. Exceptional communication skills to effectively convey complex information in a simple, entertaining manner. Passionate about sharing knowledge and skills with others, always eager to learn, grow, and adapt in any environment. Demonstrated track record as a knowledgeable manager, successfully leading teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Known for problem-solving and decision-making abilities.
Overview
19
19
years of professional experience
Work History
Quality Assurance Team Lead
Kech Co.
07.2023 - Current
- Company Overview: KECH has extensive knowledge of what it takes to succeed in winning and delivering contact center services for the Federal Government
- I was temporarily contracted for the Federal Long-Term Care Insurance Program, which provides long-term care for all government employees
- As a QA Team Lead I had to review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Contribute to call calibration sessions to evaluate agent performance
- Identify lapses in agents performance and provide constructive feedback for improvement
- Drive the implementation of improved customer engagement strategies to increase agents' efficiency
- Ensure communication is effectively delivered and appropriately addresses all customer concerns
- Implement and ensure compliance with the company's policies on customer service quality
- Report support teams performance to supervisors and maintain monthly performance logs
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies
- I was temporarily contracted for the Federal Long-Term Care Insurance Program, which provides long-term care for all government employees
- Began RAOC Data Entry position 04/2024 -09/2024
- Excellent communication skills, both verbal and written.
- Entered referral and authorizations from both Military Treatment Facilities and Civilian providers
- Updated referrals (COMMS cases) for those missing important information such as fax numbers or updated address information
- Started Triwest Healthcare Alliance contract 09/2024
- Universal Agent Managing high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment. Assisted in editing referrals for both beneficiaries and providers needing to update servicing providers and locations when needed.
- Worked in outbound que contacting beneficiaries to remind them about upcoming deadlines, and assisting in setting up online accounts
Level 2 Guard
Deployed Services
01.2024 - 04.2024
- Completed reports on daily activities, incidents, or irregularities observed during shift hours.
- Assisted in emergency situations by remaining calm under pressure, following established protocols, and providing support to first responders.
- Collaborated with team members for seamless coordination, ensuring comprehensive coverage of all assigned areas.
- Responded quickly to alarms or other emergencies while coordinating with local law enforcement when necessary for swift resolution of incidents.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Upheld a professional appearance and demeanor while on duty, projecting authority and confidence to deter potential threats and instill trust in detained residents in Custody of US Customs and Border Patrol.
- Trained new guards on security protocols, improving team efficiency and readiness.
- Reported maintenance issues that could pose safety hazards, maintaining safe environment for all.
Manager/ Barber
MD Barber Co.
01.2015 - 01.2023
- As a manager I handle taking inventory every day and ordering the necessary supplies to have a productive work environment
- I also coordinate with my colleagues to organize our ever-changing schedules to make time for new clients as well and those with appointments
- As a barber, I attend to clients on both a walk-in and appointment basis
- I offer services ranging from mens cuts, women's cuts, children's cuts, all color services, braiding, shampoo services, to waxing services
Owner/ Barber
Revolution Barbershop
01.2019 - 01.2022
- As the Owner, I handle advertisement, payroll, kept track of accounts and bills
- I handle taking inventory every day and ordering the necessary supplies to have a productive work environment
- I also coordinate with my colleagues to organize our ever-changing schedules to make time for new clients as well and those with appointments
- As a barber, I attend to clients on both a walk-in and appointment basis
- I offer services ranging from mens cuts, women's cuts, children's cuts, all color services, braiding, shampoo services, to waxing services, as well as nail services; Acrylics, Gel-X, and Gel Manicures
General Manager/ Shift Manager/ Customer Service Rep
Dominos Pizza
01.2006 - 01.2011
- As a General Manager, Jan 2010- Sept 2011, I was responsible for running day-to-day operations at the business and guiding general business strategy
- Making sure we have a clean and organized work area, taking daily inventory, making bank deposits, and close out registers
- My duties include overseeing hiring, training, and scheduling staff, tracking cash flow and setting sales goals for our team
- As a Shift Manager, my duties include overseeing training and scheduling staff, making sure we have a clean and organized work area, taking daily inventory, and placing food orders
- As a Customer service rep, making sure we have a clean and organized work area, make pizzas, take orders, handle the registers, and restock ingredients
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Education
Cosmetology Licence -
Milan Institute of Cosmetology
El Paso, TX01.2013
High School Diploma -
El Dorado High School
El Paso, TX05.2007
Skills
- Detail Oriented
- Empathetic
- Adaptable
- Responsible
- Organized
- Multitasking
- Resourceful
- Team Player
- Team leadership
- Time Management
Timeline
Level 2 Guard
Deployed Services
01.2024 - 04.2024
Quality Assurance Team Lead
Kech Co.
07.2023 - Current
Owner/ Barber
Revolution Barbershop
01.2019 - 01.2022
Manager/ Barber
MD Barber Co.
01.2015 - 01.2023
General Manager/ Shift Manager/ Customer Service Rep
Dominos Pizza
01.2006 - 01.2011
Cosmetology Licence -
Milan Institute of Cosmetology
High School Diploma -
El Dorado High School
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