Krystal Aston

• Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
• Improved productivity by increasing customer communication and responding to feedback.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Compiled client profiles and entered information into operating system.
• Maintained long-term relationships with high net-worth clients.
• Directly support 20-30 financial advisors to alleviate operational work to provide them appropriate time to focus on sales goals

• Supported and Coordinated employee engagements
• Coached, trained and supported multiple leading representatives
• Received customer appreciation through letter written to the executive team
• Organize team communication daily
• Being lead coach for multiple teams on chat support during the new hire employee experience
• Resolving issues with Integrity
• Answering phone calls and resolving their issue while maintaining other projects at the same time
• Handling difficult situations with a positive and correct solution

- New Hire Coach -

Walk around and listen in on calls the representatives are taking. Being able to walk around and support questions and answers to up to 30 representatives at a time. Being able to give correct information to any question that is asked of me while also being able to educate the representative on how to find the resource and discover the information on their own. Multi task and assist multiple reps with different issues and still be able to delivery reliable information and communicate in different ways so everyone is able to understand.

- Lead Coach -

Managed new hire coaches while helping to also develop the new hire representatives. Worked directly with supervisors and Senior Managers to make sure we are meeting and exceeding the standard. Coached representative's on Verint to show them the impact they can make with delivering customer service and being there for the company needs. Came up with contests to help drive results (taken an overall team from 60% success to high 80% success with a project I operated) and worked one on one with all other coaches to make sure everything was seamless and held to the highest standard. Created the morning daily huddle and recap meeting at the end of each day. Worked with coaches that were not apart of the direct team to make sure they are still up to date with the information in case we needed to have them fill in. Created solutions for personal and professional issues in the moment to make their experience is great and welcoming.

• Promoted and sold salon services and products
• Promptly fielded all incoming phone calls and scheduled appointments
• Operated cash register to receive payments from customers

• Trained new stylists and assistants
• Supervised staff work performance in owner's absence
• Completed manual and computerized scheduling, book-keeping and inventory management procedures
• Politely answered the phone and scheduled appointments for clients
• Generated repeat business by developing long-term relationships with customers