Kristen Cramer
Melrose,United States
Summary
Forward-thinking professional skilled in collaboration and independent problem-solving. Focused on delivering practical solutions and maintaining composure in high-pressure situations. Committed to fostering strong relationships through active listening and empathetic leadership, ensuring a positive work environment that facilitates overcoming challenges.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Vehicle Escalations Supervisor
Flexcar
Boston, Massachusetts, United States
03.2021 - 07.2026
- Specialized in conducting complex vehicle investigations, resolving high-risk customer issues, and analyzing operational gaps to enhance service delivery. Led sensitive escalated events end-to-end, acted as key liaison between Customer Care and Operations, and facilitated continuous improvement through actionable insights and cross-functional collaboration. Supervised and developed teams by setting clear goals, ensuring accountability, and providing consistent motivation and support.
- Oversaw daily operations, ensuring efficient vehicle maintenance and availability for customer use.
- Trained and mentored team members on best practices for customer service and fleet management.
- Collaborated with cross-functional teams to enhance operational workflows and improve service delivery.
Shop Employee; Office Manager
Window Woman of New England
Amesbury, MA
02.2019 - 10.2020
- Restored and repaired historic windows from the 1700s-1960s, enhancing architectural integrity of commercial and residential buildings.
- Managed customer care by responding to calls and emails, ensuring timely support and service satisfaction.
- Coordinated scheduling of installations and estimates for clients.
Apprentice/Office Manager
Blackwell's Stained and Leaded Glass
Wakefield, MA
12.2018 - 09.2019
- Scheduling installations and estimates.
- Handled customer inquiries through calls and emails, ensuring prompt and effective communication.
- Coordinated installation schedules and prepared estimates to streamline project timelines.
- Maintained an active social media presence to enhance brand visibility.
- Assisted with the maintaining, creating and repairing leaded and stain glass windows from the 1700's to present day.
Community and Operations Manager
Safr
Boston, MA
05.2017 - 10.2017
- Guided drivers by answering questions and resolving concerns.
- Assisted the VP of Operations in finding incentives for our drivers and creating a strong team to deliver results.
- Collaborated with VP of Operations to identify driver incentives and foster a cohesive team focused on achieving results.
- Provided support and guidance for drivers including assisted with any questions or concerns from our drivers.
- Facilitated town halls and weekly calls with drivers to improve communication and engagement.
- Managed Safr's social media accounts and Slack channels to foster communication.
- Processed drivers' applications and background verifications.
- Assisted the PR & Marketing teams with campaigns to increase our ridership.
Member Services Coordinator; Member Services Specialist
Zipcar
Boston, MA
03.2007 - 05.2017
- Delivered exceptional member service and support to Boston members while ensuring adherence to six simple rules of usage.
- Managed customer care responsibilities, addressing member well-being and concerns by creating and updating accounts, reservations, reimbursements, and responding to social media comments and complaints.
- Collaborated with Boston fleet team to enhance customer success.
- Led a team of four.
- Assisted in training our external call center representatives and Zipcar employees from NYC, Boston, Providence, and London.
Client Accommodations Coordinator
Cross Country Travcorps
Malden, MA
11.2004 - 11.2006
- Coordinated move in/move out activities for temporary housing accommodations, facilitating smooth transitions for travelling healthcare professionals across diverse assignments throughout the United States.
- Collaborated with vendors, teammates, and other departments to promptly address needs of travelling healthcare professionals, enhancing their accommodation experience.
- Coordinated logistics for travel assignments, ensuring timely arrangements and compliance with policies.
- Managed communication between clients and healthcare professionals to facilitate seamless staffing solutions.
- Developed and maintained scheduling systems to optimize resource allocation and improve operational efficiency.
Customer Service Representative
Lo-Can Glass International
Lawrence, MA
05.2003 - 08.2004
- Answered 75-100 calls per day working to locate hard to find glass for antique and exotic cars.
- Solved customer related issues included payment or nonpayment issues.
- Resolved customer payment disputes included payment or nonpayment issues.
- Performed general office duties, generating orders, creating invoices, billing, filing, mailing, and data entry to support operational efficiency.
Sales Associate; Assistant Manager
GAP, Inc.
Saugus, MA
12.1998 - 05.2003
- Delivered exemplary customer service, enhancing customer satisfaction and loyalty.
- Executed daily opening and closing procedures to ensure smooth store operations.
- Oversaw various managerial tasks in store operations. Training of 40+ employees, processing payroll, supply orders, inventory, store audit preparation, daily profit/loss summaries, staff scheduling, stock supervision, overseeing shipping and receiving, merchandising, design and orientation and handling conflict management.
Education
Graphic Design
Montserrat College of Art
Beverly, MA01.1992
Diploma - General Studies
Merrimack High School
Merrimack, NH01.1989
Skills
- Communication skills
- Customer success oriented
- Customer success
- Problem solving
- Escalation management
- Conflict resolution
- Dispute management
- Team leadership
Certification
- Certified Ordained Minister
Timeline
Vehicle Escalations Supervisor
Flexcar
03.2021 - 07.2026
Shop Employee; Office Manager
Window Woman of New England
02.2019 - 10.2020
Apprentice/Office Manager
Blackwell's Stained and Leaded Glass
12.2018 - 09.2019
Community and Operations Manager
Safr
05.2017 - 10.2017
Member Services Coordinator; Member Services Specialist
Zipcar
03.2007 - 05.2017
Client Accommodations Coordinator
Cross Country Travcorps
11.2004 - 11.2006
Customer Service Representative
Lo-Can Glass International
05.2003 - 08.2004
Sales Associate; Assistant Manager
GAP, Inc.
12.1998 - 05.2003
Diploma - General Studies
Merrimack High School
Graphic Design
Montserrat College of Art
Courses
- Difficult Interactions
- Harvard Business
Awards
- Flexstar-Issued by Flexcar - Feb 2022: Awarded Employee of the month for outstanding customer support
- Zipcar Value Award, Obsess about the member experience, Feb 2017, The Zipcar Values awards are five awards representing each of our core values:, Issued by Avis Budget group
- Jun 2015, Team Choice award, Associated with Zipcar, an annual award given by colleagues to an outstanding team member, Caught in the Act "Be a Zipster", Associated with Zipcar, an annual award is given to an employee who demonstrated the core value that inspires fellow Zipsters and makes a better company, Excellence in Customer Service and Staff training