Krystal Colegrove
Oakland,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Client Service Manager
GardaWorld Security
02.2023 - Current
- Managed and trained team of 175 employees, 5,000 hours week, including flex and resource teams.
- Created customer support strategies to increase customer retention.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Account/Central Scheduling Manager
Securitas Security Services USA
03.2019 - 01.2023
- Managed flex team of 300 employees, identified scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Improved office operations by automating client correspondence, record tracking and data communications.
Client Service Manager
Allied Universal Security Services, Systems And Solutions
12.2016 - 02.2019
- Led 10,000 hours of scheduling hours week, including regular, flex and resource employees.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Created customer support strategies to increase customer retention.
- Kept accurate records to document customer service actions and discussions.
GSOC Account Manager
Allied Barton Security
12.2009 - 12.2016
- Answered routine and emergency calls, monitored alarms and video equipment including fire alarms, door alarms, and duress alarms and provided general assistance to employees, vendors and guests .
- Evaluated global incidents that may have impact employees or offices and escalated accordingly to security management and subsequently to other business units within company (HR, IT, Public Relations, Legal, Facilities, etc.)
- Investigated and resolved security breaches to protect organization and corporate assets.
- Evaluated security systems and procedures to identify areas for improvement.
- Established and maintained close working relationships with local law enforcement officers.
- Managed security policies and procedures to promote safety and security of personnel and assets.
- Developed and maintained emergency response plans to promote fast and effective action during crises.
Education
Bachelor of Science - Information Technology
DeVry University
Oakland, CA04.2024
High School Diploma -
David W. Butler High School
Matthews, NC06.2005
Skills
- Data Collection
- Conflict Management
- Call Center Strategy
- Superior Computer Skills
- Effective Workflow Management
- Staff Management
- MS Office Expertise
- Client Experience Management
- Lenell/Winteam/WFM/Safes
- Data Protection
- Client Needs Assessment
- Lean Six Sigma
- Conflict Resolution Techniques
- Technical Support
- Data Entry
Timeline
Client Service Manager
GardaWorld Security
02.2023 - Current
Account/Central Scheduling Manager
Securitas Security Services USA
03.2019 - 01.2023
Client Service Manager
Allied Universal Security Services, Systems And Solutions
12.2016 - 02.2019
GSOC Account Manager
Allied Barton Security
12.2009 - 12.2016
Bachelor of Science - Information Technology
DeVry University
High School Diploma -
David W. Butler High School
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