Summary
Overview
Work History
Skills
Certification
Timeline
Generic

KRYSTAL TROYER

Dalton,OH

Summary

Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Open Championship Series
01.2022 - 01.2024
  • Manage team registrations for events with over 1500 teams attending
  • Work as registration lead at events as needed, managing efficiency and customer satisfaction
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Developed new employees and on-going performance assessment of current employees.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Established performance and service goals and held associates accountable for individual performance.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
  • Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
  • Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.

Sales Rep

CS Athletic
01.2022 - 01.2023
  • Develop relationships with teams within the cheerleading industry
  • Managed approximately 200-250 incoming calls and emails per day from customers. Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
  • Identified and tapped into new markets, significantly expanding customer base.
  • Built relationships with customers and community to promote long term business growth.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Customer Experience Specialist

US CHEER PRODUCTIONS
01.2020 - 01.2022
  • Responsible for creating new score sheets and helping to implement scoring systems
  • Provide customer support and answer customer questions
  • Act as score review and deductions review official at events during the season
  • Worked 12-18 hour event days, assisting 100-200 teams per day in addressing scoring and event questions and concerns
  • Helped to educate coaches on the scoring system and bid-giving process
  • Communicate with coaches after event to ensure customer satisfaction and gather feedback for ways to provide a better experience at future events

Tumbling Director and All-Star Cheerleading Coach

PERFECT STORM ALLSTARS
01.2017 - 01.2019
  • USASF Credentialed building and tumbling coach levels 1-5
  • Taught tumbling classes levels 1-5
  • Director of All-Star prep program
  • Coached All-Star Elite level 1-3 teams
  • Designed training programs for talent development and succession planning.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Interacted well with customers to build connections and nurture relationships.

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Account management
  • Program improvement
  • Customer acquisition
  • Retention management
  • Customer feedback management
  • Training and onboarding
  • Staff management
  • Relationship building
  • Team recruiting and hiring
  • Project management
  • Brand-building strategies

Certification

  • Accredited Claims Adjuster (ACA) - Educational Services and Consulting LLC - March 2025

Timeline

Customer Experience Manager

Open Championship Series
01.2022 - 01.2024

Sales Rep

CS Athletic
01.2022 - 01.2023

Customer Experience Specialist

US CHEER PRODUCTIONS
01.2020 - 01.2022

Tumbling Director and All-Star Cheerleading Coach

PERFECT STORM ALLSTARS
01.2017 - 01.2019

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