Open To Work
Crystal Welch, PMP
Beaumont,TX
Summary
Enterprise IT and Digital Transformation executive with 20+ years of progressive leadership experience delivering large-scale technology, customer experience (CX), and operational programs across telecommunications, healthcare, retail, higher education, and government sectors. Proven record of leading multi-million-dollar initiatives, building high-performing cross-functional teams, and aligning technology strategy with business outcomes. Recognized for executive stakeholder engagement, governance leadership, AI-enabled digital enablement, and driving measurable improvements in service delivery, customer satisfaction, and operational efficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Project / Program Manager – Digital Enablement & Customer Experience
Verizon Business
10.2019 - 12.2025
- Provide executive-level leadership for enterprise digital transformation and IT programs supporting healthcare and large commercial clients, including Kaiser Permanente.
- Lead complex, cross-enterprise programs spanning systems engineering, application development, data platforms, and customer-facing digital solutions.
- Drive AI-enabled digital enablement initiatives that improve self-service adoption, proactive support, and end-to-end customer journey performance.
- Establish program governance, executive reporting, KPIs, and CX success metrics aligned to strategic business outcomes.
- Partner with senior IT, operations, engineering, and CX leaders to align roadmaps, funding priorities, and delivery execution.
- Influence technology strategy and solution design to ensure scalability, compliance, and long-term value realization.
- Global telecommunications and technology services leader
Senior Project Manager – Contact Center Start-Up & Transformation
Percepta (Ford Motor Company)
11.2018 - 05.2019
- Directed the end-to-end startup and operational launch of Ford Motor Company contact center operations.
- Established enterprise contact center technology ecosystem, operating model, workflows, and CX governance.
- Designed and implemented CX-first processes supporting multi-channel customer engagement.
- Delivered launch readiness on accelerated timelines while balancing cost, quality, and risk.
- Global automotive CX and contact center provider
Vendor Manager / Program Manager – Contact Center & CX Operations
Conn’s HomePlus
01.2016 - 12.2018
- Executive accountability for vendor partnerships and enterprise contact center programs.
- Led vendor strategy, contract management, and performance governance across multi-channel CX operations.
- Directed process re-engineering and technology-enabled improvements to enhance customer outcomes and efficiency.
- Supported enterprise initiatives spanning customer service, credit operations, and compliance.
- National retail and consumer finance organization
IT Project Manager
Lamar University
01.2015 - 12.2016
- Led institution-wide IT initiatives supporting academic and administrative transformation.
- Oversaw enterprise systems implementations, infrastructure upgrades, and stakeholder adoption.
- Partnered with executive leadership to align technology investments with institutional priorities.
- Public higher education institution
Program Manager – Virtual Contact Center Operations
Working Solutions
03.2013 - 10.2014
- Executive oversight of distributed contact center programs supporting multiple client portfolios.
- Lead program strategy, operational performance, and continuous improvement for virtual CX delivery models.
- Oversee reporting, workforce optimization, and performance governance across geographically distributed teams.
- Serve as senior client liaison, ensuring alignment between contractual commitments, service delivery, and business objectives.
- Virtual contact center and CX services organization
Project Manager, Government Programs
Altura DFW, LP
06.2010 - 10.2011
- Led regulated government initiatives ensuring compliance, audit readiness, and delivery assurance.
- Production Home Building
Director, Credit Customer Service & Credit Insurance
Conn’s HomePlus
07.2003 - 06.2006
- Executive leadership for large-scale customer service and credit insurance contact center and back office operations (150 FTE); improved customer satisfaction by 200+ basis points through vendor and process optimization.
Assistant Site Management
Spherion
10.1999 - 07.2003
- Effectively assisted in site operations that included 6 direct reports and more than 100 agents for inbound call center
- Served as Communications Liaison between company and client for implementation of new systems and the coordination of all training and development initiatives
- Served as Lead Project Manager for proposed operational improvements for increased efficiencies in workloads
- Maintained operational excellence, additional contracts were awarded for an increase in workforce. Successfully generated over USD $5MM revenue for the company
Education
Bachelor of Applied Arts and Science (BAAS) - Management Information Systems
Lamar University
Beaumont, TX12.2016
Skills
- Enterprise Program & Portfolio Leadership
- Digital Transformation Strategy
- Customer Experience (CX)
- IT Governance & Operating Models
- AI-Enabled Enablement & Automation
- Systems Integration
- Executive Stakeholder & Board-Level Communication
- Vendor & Contract Management
- Financial Oversight & Budget Governance
- Risk, Compliance & SOX Controls
Certification
- Project Management Professional (PMP) – PMI
- Microsoft Project Specialist
- Microsoft Office Specialist
- Cisco Unified Contact Center Enterprise Specialist
- Noble IVR 8
- Noble Operations Management
Core Executive Capabilities
- Enterprise Program & Portfolio Leadership
- Digital Transformation Strategy
- Customer Experience (CX)
- IT Governance & Operating Models
- AI-Enabled Enablement & Automation
- Systems Integration
- Executive Stakeholder & Board-Level Communication
- Vendor & Contract Management
- Financial Oversight & Budget Governance
- Risk, Compliance & SOX Controls
Personal Information
- Title: Senior Project / Program Manager, Director Contact Center Operations Manager, Sr Business Analyst
- Work Permit: Authorized to work in the U.S. for any employer
- Visa Status: Authorized to work in the U.S. for any employer
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridOn-SiteTimeline
Senior Project / Program Manager – Digital Enablement & Customer Experience
Verizon Business
10.2019 - 12.2025
Senior Project Manager – Contact Center Start-Up & Transformation
Percepta (Ford Motor Company)
11.2018 - 05.2019
Vendor Manager / Program Manager – Contact Center & CX Operations
Conn’s HomePlus
01.2016 - 12.2018
IT Project Manager
Lamar University
01.2015 - 12.2016
Program Manager – Virtual Contact Center Operations
Working Solutions
03.2013 - 10.2014
Project Manager, Government Programs
Altura DFW, LP
06.2010 - 10.2011
Director, Credit Customer Service & Credit Insurance
Conn’s HomePlus
07.2003 - 06.2006
Assistant Site Management
Spherion
10.1999 - 07.2003
Bachelor of Applied Arts and Science (BAAS) - Management Information Systems
Lamar University