Crystallann Gutierrez
Salt Lake City,UT
Summary
Forward thinking Operations Supervisor bringing 10+ years of expertise and recognized for success in guiding teams, achieving performance, and seeing the value of hard work and determination. These principles have remained at the core of my professional approach, and have allowed me to excel in my role as a supervisor. Believing that true success comes when we are willing to step outside of our comfort zones and challenge ourselves to be better every day. As a dedicated leader and passionate supervisor, I have spent my career driving success and fostering growth in the workplace. With a strong background in business management and a proven track record of team building and strategic planning, I am constantly pushing the boundaries of what is possible.
Throughout my career, I have had the privilege of leading diverse teams in various industries, from retail, sales, and financial all the way to healthcare. With each experience, I have learned the importance of empathy, communication, and adaptability in creating a positive and productive work environment. I strongly believe that a team that feels valued and supported will go above and beyond to achieve success.
My leadership style is rooted in collaboration and empowerment. I strive to create a culture where everyone's ideas and contributions are valued, and individuals are given the tools and resources they need to excel. By fostering a sense of ownership and accountability, I have seen teams thrive and achieve remarkable results. I have had the pleasure of watching many of my team members progress in their careers, and nothing brings me more joy than seeing them succeed.
Overview
12
12
years of professional experience
Work History
Associate Manager
SoFi
03.2022 - 01.2024
- Managed average team sizes of 17-22 direct reports
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
- Conducted weekly timecard management through reviewing, adjustments, and approval
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones including but not limited to creating, developing, and implementing a series of trainings such as GAP plan or PATH program.
- Consistent communication monitoring through various channels for Quality Assurance.
- Facilitated monthly team outings off-site for team building activities
- Strong verbal and written communication skills that deliver an understanding in a clear and concise manner
- Monitored day to day activities to ensure representatives were aligned with policy and procedures for activities such as work avoidance, attendance, call refusal, etc
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Implemented new technologies to streamline workflows and improve overall team performance in achieving targets.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Enforced internal rules and regulations with a possible outcome of disciplinary actions such as Performance Improvement (PIP), Growth Plan (GAP), Verbal, Written, and Final warning; including termination of employment
- Always setting new ambitious goals for self and representatives to ensure we are pushing our boundaries for new and exciting challenges and to stay motivated in day-to-day activities
- Created and implemented a career path development plan to ensure representatives/counterparts are on the path they desire with structured resources such as UDemy Business
- Collaborated with cross-functional departments for calibrations on Quality Assurance, Fraud, IT, MARS Support, and Learning and Development (L&D) to aid in bridging education or training gaps
- Spearheaded round tables with company VPs of Operations
- Quarterly bonus assessments, semi-annual promotion evaluations & annual merit reviews
- Responsible for setting, maintaining, achieving, and improving business KPIs/OKRs
- Analyzing performance data such as Customer Satisfaction (CSAT) through Net Promoter Scores (NPS) Surveys and presenting to leadership with strategies to increase overall QoQ
- Created, developed, and implemented Conflict Resolution & De-Escalation, Soft Skills, and Empathy training(s) across multiple Business Units
- Developed structured communications for new MET hot topics & Knowledge Bases (OKBs)/SOPs
- Involved and assisted with 4-6 week training classes for MET New Hires
- Developed Return from Leave Onboarding
- Ongoing Product Knowledge training - Fast Flows
- Selected for company launch of new product as Associate Manager of Credit Cards in 4/2023: Successfully launching Credit Card in-house servicing in US & Manila, Philippines. Go-live was officially 5/1/2023
- Strategic partnership with BPO representatives and leadership to ensure all teams are aligned and facilitated support for BPO representatives per KPI and departmental goal needs
- Foster company core values
- Created, implemented, and refined customer and agent experiences that optimizes efficiency and productivity
- Leveraged industry best practices to enhance operational efficiency within the organization.
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Created employee schedules to align coverage with forecasted demands.
- Facilitated effective communication across departments to ensure seamless project execution.
- Oversaw training and onboarding process for all newly hired employees within the Member Experience Team (MET) Department.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Mentored team members to enhance professional development and accountability in workplace.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully Launched Credit Card products and Team.
- Knowledgeable in Lending and Backing regulations including but not limited to: FDIC, SEC, BBB, CFPB, Attorney Generals, Reg B/C/D/DD/E/G/R/Z, GLBA, HMDA, MLA, NAB, OFAC, , TCPA, FCRA, DFA, CRA, BSA, SCRA, TILA, TISA, FRA, FDCPA, ECOA, EFTA, and ADA
- Proficient/Excellent with G Suites, C-Suites, Excel, MS Office, Zendesk, Workday, InContact, Genesys, GreenScreen, SalesForce, Amazon Workspace (AWS), Tableau, and Jira.
Communications Escalations Account Manager
SoFi
06.2019 - 02.2022
- Established OCEO Fun Committee to help maintain fun, energetic, and positive working environment for escalations team with a goal of increasing team morale
- Organized and distributed quarterly and annual accomplishments from the escalations team as well as announce the winner of the agent of the month for the escalations department
- Strong ability to assist peers in setting, maintaining, and achieving their goals through peer feedback and identifying areas for opportunities and growth
- Collaborate with senior management and multiple cross-functional departments to research and draft formal responses to complaints sent through regulatory channels
- Developed, implemented, and updated best practices to streamline team accountability for productivity and efficiency by introducing a standardized process for regulatory complaints
- Fosters an environment of organizational skills that allows handling a number of different tasks simultaneously, for example, monitoring all communication channels (including but not limited to phone, email, OCEO, regulatory agencies, and social media), providing resources and coaching to agents requiring additional assistance/feedback, while managing multiple issues or account cases at one time
- Assisted with various formal compliance reporting that focused on demonstrating a vast knowledge of all SoFi's products, values, and services
- Created an encouraging work environment to motivate agents in exceeding quality and efficiency to ensure all service levels met department standards
- Receive and respond to communications addressed to the CEO and the C-Suite executives.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained customers on product usage for increased brand loyalty.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Spearheaded initiatives aimed at improving the overall reputation of the company by consistently delivering exceptional customer support during high-pressure situations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively (Can provide training examples upon request)
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Fostered a culture of continuous improvement within the escalations team by conducting regular reviews and providing constructive feedback on individual performances.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
Consumer Loan Reviewer
SoFi
04.2018 - 06.2019
- Provided best-in-class member experience through friendly, professional, and responsive communication with both our external and internal customers
- Developed a strong knowledge of internal processes and procedures to ensure the quality of the loan system data and the adequacy of paperless loan documentation
- Eagerly performed any and all adhoc responsibilities with the willingness to assist, such as the Weekend Team to assist with additional coverage and support for Review
- Reviewed applications pursuant to credit policies and procedures, including analyzing credit reports, income from various sources, and verifying documents with the information that was provided by the member
- Collaborated and assisted with launching SoFi's In-school loan product
- Supported the launch of the first inbound call and SMS team within the review department which would kick-start the launch of the SMS and Inbound Call Sales teams.
- Identified areas for potential improvements within reviewed materials, providing actionable recommendations to clients.
- Mentored junior reviewers, sharing best practices and guiding their professional growth within the organization
SoFi Site Co Lead for Parents@SoFi
SoFi
04.2022 - 01.2024
- Coordinated with co-leaders to assist in planning company-wide held events; on and off-campus such as education classes and community volunteering
- Responsible for engaging audiences and communication
- Managing and hosting a significantly large group at one time
- Managed venue, labor and technical efforts of internal and external partners to successfully execute 4 events per year.
- Developed creative themes for events and created related activities to engage attendees.
- Developed and maintained year-round calendar of events, raised brand awareness and drove organic engagement with employee and partners.
- Increased event attendance by developing and implementing effective marketing strategies.
- Streamlined event planning processes for improved efficiency and reduced costs.
- Developed and distributed event surveys to gather feedback and assess event success.
- Implemented innovative solutions to address challenges during events, ensuring seamless experiences for employees and partners.
Co-Owner
Little Turtle's Daycare & Preschool
03.2012 - 06.2020
- Devised hiring and recruitment policies for 25 employee company.
- Developed marketing strategies to promote the growth of the business
- Conducted phone and in-person interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Swiftly maintained scheduling, servicing, strategic planning, meal preparations to operate the business in a professional manner
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
- Established foundational processes for business operations.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
- Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
- Initiated partnerships with local businesses to secure funding opportunities or donated materials for program enhancement.
- Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
- Streamlined administrative processes, enabling efficient record-keeping and billing systems.
- Monitored safety protocols regularly, keeping up-to-date with industry best practices in risk management.
- Collaborated with local schools to provide seamless transitions for children entering kindergarten or other programs.
- Reduced incidences of behavioral issues by establishing clear expectations for conduct within the facility.
- Attended professional meetings and conferences to maintain and improve professional competence.
- Observed and assessed classroom activities to verify conformity with quality standards.
- Facilitated connections between families attending the daycare through social events and information sharing platforms.
- Maintained accurate accounting of tuition and operating reports.
- Developed curriculum for various age groups, ensuring appropriate educational and recreational activities.
- Optimized resource usage at the center by coordinating supply inventory management efficiently.
- Organized successful fundraising events that supported ongoing improvements to the daycare facility.
- Evaluated individual student needs, creating customized learning plans to support growth and development effectively.
- Conducted regular staff training sessions to ensure consistent implementation of best practices in early childhood education.
- Fostered strong relationships with parents, building trust and encouraging involvement in their child''s development process.
- Implemented school policies, procedures, and systems to promote safe and healthy environment in compliance with state standards.
- Maintained high-quality child care standards based on developmentally appropriate practices.
- Stayed current on guidelines to maintain compliant program operations.
- Enhanced parent satisfaction through open communication channels and regular updates on child progress.
- Recruited talented educators who shared the daycare''s values of nurturing young minds holistically.
- Increased enrollment numbers by promoting the daycare through targeted marketing strategies and community outreach efforts.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proved successful working within tight deadlines and a fast-paced environment.
Behavioral Health Specialist for M.H & Drug Add.
Sutter Health
07.2014 - 08.2018
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered phone calls and messages for Palo Alto, Sutter Medical Foundation, Pediatric, Family Medicine, Internal medicine, Laboratory, Radiology Imaging, and Allina Health (WI) medical facilities, scheduling appointments, handling patient inquiries, and prescription refill.
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Greeted patients and initiated triage processes for clients to streamline patient flow.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Used Epic to document patient information.
- Increased efficiency in prescription refill requests by coordinating with pharmacies and obtaining necessary provider approvals promptly.
- Conducted Detox strategies for patients participating within the program that were individualized to accommodate for individual needs
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Checked patient insurance, demographic, and health history to keep information current.
- Conducted patient intake interviews, recording and documenting relevant information.
- Completed patient referrals to other medical specialists and provided referrals to connect patients with other community resources to support mental health and well-being.
- Registered and verified patient records before triage with most up-to-date information.
- Reduced claim denials by effectively communicating with healthcare providers to obtain necessary documentation and information.
- Handled account payments and provided information regarding outstanding balances.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Maintained strict compliance with federal and state regulations, ensuring proper coding practices were followed consistently.
- Verified insurance of patients to determine eligibility.
- Supported team members during periods of high workload or staff absences, ensuring uninterrupted service delivery in medical insurance billing operations.
Nesting Mentor Manager
Teleperformance USA
05.2013 - 05.2015
- Managed team sizes of 30 representatives per new hire class with the partnership of the training department.
- Trained new hires to perform cross-training exercises with experienced workers.
- Maintained a strong reputation of efficiency and actuary, earning numerous recommendations from satisfied employees.
- Served as a second tier and subject matter expert for escalated customer service issues.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and servicing information.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Assisted in the creation of a competency-based training framework, improving overall workforce skills.
- Promoted a positive learning environment through effective communication strategies and fostering collaboration among team members.
- Provided one-on-one coaching for employees struggling with specific job tasks or responsibilities, leading to improved performance.
- Developed customized training materials and resources to address specific skill gaps within the organization.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
Education
High School Diploma -
Skyline High School
Mesa, AZ05.2007
Skills
- Strong Communication
- Active Listening
- Practical Problem Solving
- Conflict & Complaint Resolution
- Team Development
- Process Improvement
- Creativity
- Community Networking
- Motivational
- Positive Thinking
- CRM Tracking
- Team Building Leadership
- Technical Proficiency
- Training and Development
- Goal Setting and Achievement
- Public Speaking
- Managing Operations and Efficiency
- Interpersonal Relations
- Performance Tracking and Evaluation
- Goal Setting and Achievement
Accomplished Projects
- Weekend Warriors
- In-School Loans
- Inbound Call Team
- SMS Team
- Credit Cards
- OCEO Fun Committee
- Manager Callback Program
- CMA Sunsetting
- CSAT/NPS Detractor Tracking
- Positive Employee Recognition
- Employee of the Month Program
- Conflict Resolution & De-Escalation Training
Awards
Mental Health First Aid
References
- Brittney Booker, SoFi Associate Manager, (904) 547-9077
- Martin Gapsch, SoFi Associate Manager, (573) 218-2034
- Dawnn Chatwin, SoFi Senior Associate S3, (385) 388-2416
- Loren McGinnis, SoFi Senior Associate S3, (918) 839-3974
- Cristian Lovo, SoFi Member Service Representative S1, (801) 637-8782
- Cami Hall, SoFi Learning & Development (L&D), (208) 346-2876
- Julia Law, SoFi Circle Leader, (415) 812-4627
Additional resources upon request
Timeline
SoFi Site Co Lead for Parents@SoFi
SoFi
04.2022 - 01.2024
Associate Manager
SoFi
03.2022 - 01.2024
Communications Escalations Account Manager
SoFi
06.2019 - 02.2022
Consumer Loan Reviewer
SoFi
04.2018 - 06.2019
Behavioral Health Specialist for M.H & Drug Add.
Sutter Health
07.2014 - 08.2018
Nesting Mentor Manager
Teleperformance USA
05.2013 - 05.2015
Co-Owner
Little Turtle's Daycare & Preschool
03.2012 - 06.2020
High School Diploma -
Skyline High School