KRISTINA MESSICK
San Antonio,TX
Summary
Customer experience and operations leader with 10+ years of experience across sales, financial services, team leadership, and high-volume event operations. I manage the full customer journey at Epic Events Studios, from inquiry generating and booking new clients to coordinating their experience, managing production, solving issues, and overseeing delivery. I lead an in-house team and a network of independent contractors while recruiting and onboarding new talent to support our growing business. I balance client needs, business goals, staffing, and day-to-day operations while working closely with other managers to reach company goals and improve processes. I regularly bring new ideas and recommendations to company leadership and CEOs and identify opportunities to improve workflows through automation and AI, helping our team work more efficiently without losing the personal service that drives the customer experience.
Overview
16
16
years of professional experience
Work History
Manager | Assistant Manager
EPIC EVENTS STUDIOS
11.2019 - Current
- Promoted from Assistant Manager to Manager in 2020; oversaw day-to-day operations for a high-volume wedding photography organization.
- Lead and support a team of photographers and contractors, balancing availability, experience, rates, venue requirements, and client expectations when making assignments.
- Manage complex scheduling across multiple weddings and simultaneous events, resolving last-minute coverage issues while protecting the client experience.
- Identified operational bottlenecks and implemented standardized workflows, enhancing communication, visibility, and consistency across customer lifecycle.
- Introduced automation into the inquiry-to-consultation process, including follow-ups, scheduling, reminders, and client communication to reduce manual work and improve response time.
- Researched and integrated AI-assisted photo editing into post-production workflows, streamlining repetitive tasks while ensuring quality control and creative judgment.
- Partner with ownership on photographer rates, staffing priorities, and operational standards while maintaining a strong network of qualified photographers.
Senior Financial Services Representative
GREATCALL
01.2015 - 11.2019
- Ranked among top performers in financial services and maintained a 90%+ quality assurance rate.
- Exceeded performance expectations in sales, customer service, and financial services, contributing to overall team success.
- Consistently exceeded performance expectations across sales, customer service, financial services, and quality metrics.
- Provided high-volume customer service and financial support while managing billing inquiries, payments, account changes, troubleshooting, and complex customer issues.
- Identified process improvement opportunities in financial services and communicated actionable recommendations to management.
- Handled sensitive customer and financial information while maintaining accuracy, compliance, and professionalism.
- Resolved complex customer issues through problem-solving, active listening, and effective communication, enhancing customer satisfaction.
Call Center Direct Sales / Customer Service / Financial Services Representative
GREATCALL
01.2013 - 01.2014
- Handled customer calls for sales, billing, account support, payments, troubleshooting, and service inquiries, ensuring timely and effective resolutions.
- Maintained high customer satisfaction while meeting demanding productivity and performance metrics.
- Achieved high customer satisfaction ratings while consistently meeting strict productivity and performance targets.
Internet Sales Assistant & Sales Representative
MOSSY VOLKSWAGEN
01.2012 - 01.2013
- Guided internet customers through vehicle inquiries, inventory questions, and sales opportunities, enhancing customer satisfaction.
- Managed customer relationships from initial inquiry through the sales process.
- Cultivated customer relationships from initial inquiry to final sale, ensuring seamless sales experience.
Sales Associate
NORDSTROM
01.2011 - 01.2012
- Delivered personalized customer service by identifying needs and recommending tailored products to enhance customer satisfaction.
- Maintained accurate customer and inventory records, exceeding sales expectations through attentive service.
- Coordinated contests for the Brass Plum department.
Education
Some College (No Degree) -
Palomar College
San Marcos, CASkills
- Project Management
- Automation Strategy
- Process Improvement
- Scheduling & Resource Planning
- CRM tools
- Automated workflows
- Quality Assurance
- Team leadership
- Cross-functional teamwork
- Customer experience
- Customer Engagement
- Client management
- Sales retention
- Performance Management
- Conflict Resolution
- Event scheduling
Personal Information
Title: CUSTOMER EXPERIENCE & OPERATIONS LEADER
Accomplishments
- Promoted from Assistant Manager to Manager at Epic Events Studios within one year.
- Implemented customer-facing automation to improve inquiry response, follow-up, and scheduling.
- Incorporated AI-assisted editing into production workflows to improve efficiency and turnaround.
- Recognized as a top performer in financial services and customer service at GreatCall.
- Maintained 90%+ quality assurance while exceeding performance expectations.
Timeline
Manager | Assistant Manager
EPIC EVENTS STUDIOS
11.2019 - Current
Senior Financial Services Representative
GREATCALL
01.2015 - 11.2019
Call Center Direct Sales / Customer Service / Financial Services Representative
GREATCALL
01.2013 - 01.2014
Internet Sales Assistant & Sales Representative
MOSSY VOLKSWAGEN
01.2012 - 01.2013
Sales Associate
NORDSTROM
01.2011 - 01.2012
Some College (No Degree) -
Palomar College