KRYSTAL ALEXANDER
Westlake
Summary
Management professional with extensive experience in operations and customer service. Proven ability to lead teams and enhance operational efficiency in dynamic environments. Expertise in building strong relationships with clients and stakeholders to ensure exceptional service delivery. Committed to driving service excellence and optimizing processes to support international operations and business success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
International Customer Service Manager
iLOQ
Dallas
11.2024 - 01.2026
- Engaged customers and stakeholders via email and phone, ensuring efficient communication and ticket management.
- Processed sales orders through ERP system, overseeing license sales, product returns, and invoice verification.
- Enhanced customer experience by cultivating strong relationships with stakeholders.
- Developed work instructions and process descriptions to standardize best practices in U.S. Customer Service operations.
- Collaborated on projects focused on improving service quality and operational efficiency.
- Managed international customer service teams across multiple time zones.
- Coordinated with logistics to ensure timely delivery of international orders.
- Resolved complex customer inquiries using CRM software and communication tools.
- Facilitated cross-cultural communication between customers and support staff.
- Analyzed customer service trends to improve operational efficiency and effectiveness.
- Established partnerships with global vendors to streamline service processes.
- Worked closely with legal advisors on matters related to contracts between the company and its clients outside the country.
- Assisted with resolving escalated issues from customers located in various parts of the world.
Export Manager
CMA CGM
Grapevine
07.2022 - 09.2024
- Negotiated rates for air, sea and land transport of goods in accordance with customer requirements.
- Prepared and processed import and export documentation according to customs regulations, laws, and procedures.
- Requested or compiled necessary import documentation, such as customs invoices, certificates of origin, and cargo-control documents.
- Monitored and traced location of goods.
- Maintained relationships with customs brokers in other ports to expedite clearing of cargo.
- Collaborated closely with other departments such as Sales, Logistics and Accounts Receivable and Payable to coordinate shipments effectively.
- Contracted with freight forwarders for destination services.
- Insured cargo against loss, damage, and pilferage.
- Developed and maintained relationships with international customers, suppliers and freight forwarders to ensure successful exports.
- Resolved any customer issues or complaints related to product quality or shipping delays promptly.
Operations Manager
OPTUM, CONNEXTIONS
Richardson
01.2018 - 04.2022
- Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization.
- Helped and assisted with the Growth of the Account Helpdesk.
- Develop, implement, and maintain quality assurance protocols.
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity.
- Actively pursue strategic and operational objectives.
- Ensure operational activities remain on time and within a defined budget.
- Track staffing requirements, hiring new employees as needed.
- Worked with payable and accounts receivable departments.
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution.
- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service.
- Partner with cross-functional support teams in improving the proprietary tools and systems.
- Work closely with legal and safety departments to make sure activities remain compliant.
Team Manager
Sudden link, Inc
US
01.2012 - 01.2018
- Directed a team of 200+ agents, supervisors, managers, and team lead, through all stages of deadline-driven projects.
- Managed budgets of up to $ 325,000 and worked with multiple teams and stakeholders to achieve objectives on-time and within budget.
- Communicated closely with clients and staff to set goals, get feedback, and build productive teams.
- Oversaw 3 sites Houston, Atlanta, and Richardson in which I was responsible for meeting objectives.
- Modified and improved reporting tools performed quality controls and monitored production KPI's.
- Coached and staff members by offering constructive feedback and taking interest in their long-term career growth.
- Presented company goals and objectives to new principals.
- Reviewed and approved billing invoices and expense reports.
- Managed the day-to-day tactical and long-term strategic activities within the business.
- Maintained up to date extensive knowledge in KPO and BPO processes.
- Created an effective follow-up process for NPS (Net Promoter Score).
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Prepared annual budgets with controls to prevent overages.
- Identified procedure or process changes required to improve performance and productivity.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
Education
Diploma -
Longview High School
Longview, TX01.2002
Skills
- NICE computing software
- Cross-cultural communication
- ERP systems
- Ticket management
- CRM software
- Process improvement
- Quality assurance
- Team leadership
- Conflict resolution
- Effective communication
- Strategic planning
- Problem solving
- Key performance indicators
- Complaint handling
- International regulations
- Global mindset
- Goal oriented approach
- VCCD virtual contact center desktop
- Avaya global cloud communication system
- Team collaboration
- Client satisfaction
- Employee evaluation
- Import and export operations
- Workflow optimization
- Customer relationship management
Certification
Certified Manager (CM) – Institute of Certified Professional Managers (ICPM)
Project Management Professional (PMP) – Project Management Institute (PMI)
Certified Agile Project Manager – Agile Project Management Certification
Six Sigma Green Belt – American Society for Quality (ASQ)
Lean Management Certification – Various providers
Executive Leadership Program – University or Business School specific
Chartered Management Institute (CMI) Level 5 Diploma in Management and Leadership
ISO 9001 Quality Management Systems Certification
Certified Professional in Management (CPM) – Association for Talent Development (ATD)
Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ
Strategic Management Professional Certification – Various providers
Employee Engagement and Performance Management Certification – Various providers
Corporate Responsibility and Sustainability Management Certification
Customer Service Excellence Certification
Project Management Professional (PMP) – Project Management Institute (PMI)
Certified Agile Project Manager – Agile Project Management Certification
Six Sigma Green Belt – American Society for Quality (ASQ)
Lean Management Certification – Various providers
Executive Leadership Program – University or Business School specific
Chartered Management Institute (CMI) Level 5 Diploma in Management and Leadership
ISO 9001 Quality Management Systems Certification
Certified Professional in Management (CPM) – Association for Talent Development (ATD)
Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ
Strategic Management Professional Certification – Various providers
Employee Engagement and Performance Management Certification – Various providers
Corporate Responsibility and Sustainability Management Certification
Customer Service Excellence Certification
References
References available upon request
Accomplishments
Manager of the Year Award – For outstanding leadership and performance
Excellence in Leadership Award – Acknowledgment by peers or organization
Team Leadership Award – Recognizing exceptional team management
Customer Service Excellence Award – For outstanding service delivery
Innovative Leadership Award – For creativity and innovation in management practices
Employee Engagement Champion Award – For promoting a positive work environment
Outstanding Achievement in Project Management Award – For successful project execution
Quality Management Leadership Award – For contributions to quality improvement initiatives
Employee of the Month
Excellence in Leadership Award – Acknowledgment by peers or organization
Team Leadership Award – Recognizing exceptional team management
Customer Service Excellence Award – For outstanding service delivery
Innovative Leadership Award – For creativity and innovation in management practices
Employee Engagement Champion Award – For promoting a positive work environment
Outstanding Achievement in Project Management Award – For successful project execution
Quality Management Leadership Award – For contributions to quality improvement initiatives
Employee of the Month
Timeline
International Customer Service Manager
iLOQ
11.2024 - 01.2026
Export Manager
CMA CGM
07.2022 - 09.2024
Operations Manager
OPTUM, CONNEXTIONS
01.2018 - 04.2022
Team Manager
Sudden link, Inc
01.2012 - 01.2018
Diploma -
Longview High School