KRYSTEL ISHIKAWA
Colorado Springs,CO
Summary
Communication graduate with hands-on experience in customer onboarding, employee training, and process implementation. Proven ability to manage client relationships, troubleshoot issues, and deliver clear guidance to diverse audiences. Expertise in translating technical workflows into accessible language while effectively adapting to fast-changing environments, consistently prioritizing a customer-first mindset in every interaction. Committed to fostering positive experiences and driving operational excellence through strategic communication and relationship management.
Overview
8
8
years of professional experience
Work History
Contracted Phone Support Analyst
Turn2Partners
10.2021 - 03.2023
- Contracted through Guidehouse to support a federal COVID-19 relief program, providing high-volume customer assistance on behalf of a government client
- Delivered consistent, high-quality customer support across 60+ daily inbound calls, maintaining a 95% accuracy rate in a fast-paced, high-stakes environment.
- Executed troubleshooting and resolution of client issues using comprehensive program knowledge and established protocols, with escalation of complex cases when required.
- Maintained accurate client records and account information, ensuring data integrity across all interactions.
- Facilitated understanding for non-technical callers by translating intricate program requirements into accessible language.
Executive Assistant
Cogitic Corporation
06.2020 - 10.2021
- Spearheaded the redesign and rollout of new HR onboarding procedures, improving process efficiency and new hire experience.
- Administered employee training programs and managed development calendars, ensuring staff proficiency and progress tracking.
- Managed administrative tasks for president and five-person leadership team, enhancing operational efficiency across departments.
- Executed payroll processing, accounts receivable, accounts payable, and expense reviews to ensure financial accuracy.
Receptionist
The Waxing Bee
04.2018 - 06.2020
- Managed daily front desk operations, ensuring efficient appointment scheduling and customer service.
- Trained new staff on reception procedures and customer interaction protocols.
- Resolved client inquiries and concerns promptly, contributing to high satisfaction rates.
- Maintained accurate records of appointments, services rendered, and client payments.
Cashwrap Coordinator
Sephora
04.2015 - 12.2017
- Supervised and trained a 7-person team on POS/MPOS systems, store policies, and customer service standards—driving consistent performance.
- Trained employees in immediate customer issue resolution techniques, promoting a proactive approach to service excellence.
- Transformed the Beauty Insider loyalty program strategy, increasing enrollment by 35% through targeted client relationship building.
- Partnered with store managers to optimize staffing based on sales and traffic data, demonstrating analytical decision-making.
Education
Bachelor of Science - Communication
Arizona State University
12-2020
Skills
- Customer and Employee Onboarding & Training
- Expectation setting and client engagement
- Problem-Solving & Troubleshooting
- Dynamic workflow adjustments
- Effective timeline adherence
- Technical & Software Proficiency
- Remote support
- Communication & Customer-Facing Skills
- Learning and implementing customer training sessions to ensure user proficiency
- Attention to detail in configuration tasks, data entry, and documentation
- Resolving technical and non-technical issues that arise during onboarding or support
- Coordinating with sales, support, and leadership teams to align on project scope and deliverables
- Implementing and improving onboarding processes, workflows, and HR/operational procedures
- Microsoft Office Suite (Word, Excel, Outlook), QuickBooks, scheduling and CRM systems
Timeline
Contracted Phone Support Analyst
Turn2Partners
10.2021 - 03.2023
Executive Assistant
Cogitic Corporation
06.2020 - 10.2021
Receptionist
The Waxing Bee
04.2018 - 06.2020
Cashwrap Coordinator
Sephora
04.2015 - 12.2017
Bachelor of Science - Communication
Arizona State University