Krystal Howard
Madison
Summary
Talent Acquisition and Human Resource Generalist with 15+ years of experience driving team performance and employee engagement through innovative HR strategies. Expert in conflict resolution, training development, and strategic planning, leading to enhanced productivity and satisfaction. Dedicated to fostering a culture of continuous learning and collaboration, with a forward-thinking approach to HR management.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
T-Mobile
11.2022 - 06.2025
- Resolved customer inquiries through multi-channel support, enhancing overall satisfaction and retention.
- Collaborated with cross-functional teams to address technical issues, ensuring swift resolutions for clients.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Human Resources Generalist
Sims Outreach Center
04.2016 - 09.2022
- Streamlined onboarding, fostering unity and enhancing workplace culture.
- Reduced recruitment time, improving candidate quality and selection process.
- Analyzed data to identify training needs, boosting team skills effectively.
- Developed engagement programs, increasing retention and employee motivation.
- Mentored team, enhancing collaboration and morale for improved performance.
Team Manager
Sitel
09.2010 - 08.2015
- Led a team of 15 to enhance customer service protocols, resulting in noticeable improvements in client satisfaction scores.
- Coordinated team training sessions, fostering a culture of continuous learning and improving overall team performance.
- Analyzed team performance metrics to identify areas for improvement, leading to targeted strategies that boosted productivity.
Client Services
Telenetwork
07.2007 - 08.2010
- Address client needs, ensuring satisfaction and loyalty through effective communication.
- Analyze feedback to enhance services, leading to improved client retention.
- Collaborate with teams to resolve issues, reducing response times significantly.
- Maintain accurate client records, ensuring compliance and data integrity.
- Build strong client relationships, resulting in increased satisfaction and retention.
Education
Associate of Arts - Business Administration And Management
Birmingham-Southern College
Birmingham, Alabama05.2005
Skills
- Conflict Resolution
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Live chat support
- Verbal and written communication
- Payment processing
- Appointment scheduling
- Workflow management
- Teamwork and collaboration
- Online chat support
Personal Information
Title: Talent Acquisition/ Human Resource Generalist
Timeline
Customer Support Specialist
T-Mobile
11.2022 - 06.2025
Human Resources Generalist
Sims Outreach Center
04.2016 - 09.2022
Team Manager
Sitel
09.2010 - 08.2015
Client Services
Telenetwork
07.2007 - 08.2010
Associate of Arts - Business Administration And Management
Birmingham-Southern College