Krystal Launius
Bossier City
Summary
Dynamic Operations Manager with a proven track record at Prometric, excelling in customer relationship management and team leadership. Expert in utilizing Salesforce and data analytics tools like Tableau to enhance operational efficiency. Recognized for surpassing KPIs and fostering a culture of accountability, driving significant improvements in customer satisfaction.
Currently in Lean Sigma Six- Greenbelt course and goal to complete through the Black Belt tier.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations/Territory Manager
Prometric
08.2021 - Current
- Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory.
- Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
- Manage day-to-day operational activities of US locations and US Territories.
- Ensure operations comply with organizational policies, client policies, and industry standards.
- Develop and implement strategies to improve operational efficiency and effectiveness.
- Lead and mentor a team of managers and staff across US cohort to ensure high performance, engagement, and personal growth.
- Handle escalations of issues incurred at locations to provide effective solutions and ensure Customer Satisfaction.
- Maintain organizational KPIs and metrics.
Test Center Manager
Prometric Partner and Prometric Corporate
12.2018 - 03.2021
- Ensured compliance with industry standards, maintaining accreditation status through regular audits and reviews.
- Evaluated staff performance regularly, identifying areas for improvement and providing constructive feedback for professional development.
- Improved overall customer satisfaction by managing staff training.
- Ensure facilities operations, and performance consistently meet expected KPIs.
- Supervise security/verification procedures of testing customers.
- Responsible for hiring adequate staffing for daily operations.
Airport Training and Operations Manager
United Stated Air Force
09.2008 - 02.2018
- Supervised operations staff and kept employees compliant with military policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Key performer in Training Program inspection presenting 100% in audit evaluation of program.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Ensure airport safety for pilots, passengers, and agencies actively working on airport grounds.
Education
Associate of Science - Airport/Aviation Management
Community College of Air Force
Maxwell AFB, AL01-2018
Skills
- Team collaboration and leadership
- Customer relationship management
- Multitasking and organization
- Salesforce
- Microsoft 365 Programs to include Teams
- Audit Experience
- Proven ability to meet KPIs and surpass expected KPIs
- Tableau
- PowerBI
- Excel
- Powerpoint
Certification
Lean Sigma Six Course- Inprogress at present.
Lean Sigma 6 Course- Inprogress
Certification inprogress for enhance problem-solving, Define, Measure, Analyze, Improve, and control.
Timeline
Operations/Territory Manager
Prometric
08.2021 - Current
Test Center Manager
Prometric Partner and Prometric Corporate
12.2018 - 03.2021
Airport Training and Operations Manager
United Stated Air Force
09.2008 - 02.2018
Associate of Science - Airport/Aviation Management
Community College of Air Force
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