Krystal Johnson
Director Of Operations at TeleNet Marketing Solutions- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
Topline Score
Bio
Credentials
-
ServSafe
Le Cordon BleuDec, 2009- Nov, 2024
Experience
-
TeleNet Marketing Solutions
-
United States
-
Advertising Services
-
200 - 300 Employee
-
Director Of Operations
-
Jun 2022 - Present
Monitor call and email quality, manage day-to-day customer service operations. Manage daily communications to the client. Identify areas of underachievement, coach & mentor. Reviews, analyzes, and evaluates business procedures. Implements policies and procedures that will improve day-to-day operations. Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership. Build strong relationships with… Show more Monitor call and email quality, manage day-to-day customer service operations. Manage daily communications to the client. Identify areas of underachievement, coach & mentor. Reviews, analyzes, and evaluates business procedures. Implements policies and procedures that will improve day-to-day operations. Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership. Build strong relationships with key stakeholders within client organizations, understanding their business needs and challenges to drive value and success Develop and implement a comprehensive customer success strategy that aligns with the company's goals and objectives Strategize upsell and expansion opportunities and execute on driving business growth goals Establish and track key performance indicators (KPIs) to measure and optimize customer satisfaction, retention rates, and upsell/cross-sell opportunities Proactively identify and address customer issues, working closely with internal teams to resolve challenges and improve the customer experience Show less Monitor call and email quality, manage day-to-day customer service operations. Manage daily communications to the client. Identify areas of underachievement, coach & mentor. Reviews, analyzes, and evaluates business procedures. Implements policies and procedures that will improve day-to-day operations. Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership. Build strong relationships with… Show more Monitor call and email quality, manage day-to-day customer service operations. Manage daily communications to the client. Identify areas of underachievement, coach & mentor. Reviews, analyzes, and evaluates business procedures. Implements policies and procedures that will improve day-to-day operations. Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership. Build strong relationships with key stakeholders within client organizations, understanding their business needs and challenges to drive value and success Develop and implement a comprehensive customer success strategy that aligns with the company's goals and objectives Strategize upsell and expansion opportunities and execute on driving business growth goals Establish and track key performance indicators (KPIs) to measure and optimize customer satisfaction, retention rates, and upsell/cross-sell opportunities Proactively identify and address customer issues, working closely with internal teams to resolve challenges and improve the customer experience Show less
-
-
-
Atlanta Flooring Design Centers, Inc.
-
United States
-
Construction
-
100 - 200 Employee
-
Account Manager
-
2020 - Jun 2022
• Specific skills required include data management, mathematical computation, and analysis and communication skills • Train team to adapt to various flooring specific software platforms • Respond to customer concerns regarding warranty issues, repairs, and material delays once csr has done all paths • Monitor and track teams orders to ensure accuracy, completion, job costing and billing • Perform one on ones with teams and keep track of their KPI’s for quarterly reviews • Specific skills required include data management, mathematical computation, and analysis and communication skills • Train team to adapt to various flooring specific software platforms • Respond to customer concerns regarding warranty issues, repairs, and material delays once csr has done all paths • Monitor and track teams orders to ensure accuracy, completion, job costing and billing • Perform one on ones with teams and keep track of their KPI’s for quarterly reviews
-
-
-
Assurant
-
United States
-
Insurance
-
700 & Above Employee
-
Chase Bank -Senior Account Supervisor , Resolutions Specialist
-
Oct 2013 - Dec 2019
- Assist with escalated matter with customer Insurance Claims on their home from their Mortgage standpoint. Assist with leading and training new employee. -Helping guide the customer/claimant through the claims process and helping them get their lives back in order following a property damage or loss. - Accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues. - Handling requests… Show more - Assist with escalated matter with customer Insurance Claims on their home from their Mortgage standpoint. Assist with leading and training new employee. -Helping guide the customer/claimant through the claims process and helping them get their lives back in order following a property damage or loss. - Accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues. - Handling requests, inquiries, and complaints from various parties involved in the claims process. - Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss. - Balance multiple tasks including call handling, loan level review and call documentation within required metrics. - Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers. - Track and management, lender-placed homeowners insurance, and property and personal coverage such as renters, farm and flood insurance. -Train new hires Show less - Assist with escalated matter with customer Insurance Claims on their home from their Mortgage standpoint. Assist with leading and training new employee. -Helping guide the customer/claimant through the claims process and helping them get their lives back in order following a property damage or loss. - Accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues. - Handling requests… Show more - Assist with escalated matter with customer Insurance Claims on their home from their Mortgage standpoint. Assist with leading and training new employee. -Helping guide the customer/claimant through the claims process and helping them get their lives back in order following a property damage or loss. - Accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues. - Handling requests, inquiries, and complaints from various parties involved in the claims process. - Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss. - Balance multiple tasks including call handling, loan level review and call documentation within required metrics. - Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers. - Track and management, lender-placed homeowners insurance, and property and personal coverage such as renters, farm and flood insurance. -Train new hires Show less
-
-
-
Pine Enterprises, LLC
-
Construction
-
1 - 100 Employee
-
Customer Service/ Account Management
-
Jan 2013 - Oct 2013
Leaders in Open Drain Lines, Water Lines, Backflow testing and certification of backflow devices Assist local businesses/government agencies/private customers with account profiling, account retention, upgrading, purchasing, initial account set-up plans and service package requirements; while maintaining complete and accurate account records of all activities and trends. Scheduling onsite services via 5-point communications: online interface, phone, fax, email and certified… Show more Leaders in Open Drain Lines, Water Lines, Backflow testing and certification of backflow devices Assist local businesses/government agencies/private customers with account profiling, account retention, upgrading, purchasing, initial account set-up plans and service package requirements; while maintaining complete and accurate account records of all activities and trends. Scheduling onsite services via 5-point communications: online interface, phone, fax, email and certified mail Answer telephone inquiries from customers and vendors regarding the status of onsite maintenance, service re-checks and other unforeseen service issues including; but not limited to pre-determine telesales set-ups and cold call leads Assist with new employee training including company policies, services, financing options and soft skills promoting successful results Consistently exceed monthly sales quotas, maintaining a proven track record: Daily calls: 70-85, while maintaining 95-100% availability Show less Leaders in Open Drain Lines, Water Lines, Backflow testing and certification of backflow devices Assist local businesses/government agencies/private customers with account profiling, account retention, upgrading, purchasing, initial account set-up plans and service package requirements; while maintaining complete and accurate account records of all activities and trends. Scheduling onsite services via 5-point communications: online interface, phone, fax, email and certified… Show more Leaders in Open Drain Lines, Water Lines, Backflow testing and certification of backflow devices Assist local businesses/government agencies/private customers with account profiling, account retention, upgrading, purchasing, initial account set-up plans and service package requirements; while maintaining complete and accurate account records of all activities and trends. Scheduling onsite services via 5-point communications: online interface, phone, fax, email and certified mail Answer telephone inquiries from customers and vendors regarding the status of onsite maintenance, service re-checks and other unforeseen service issues including; but not limited to pre-determine telesales set-ups and cold call leads Assist with new employee training including company policies, services, financing options and soft skills promoting successful results Consistently exceed monthly sales quotas, maintaining a proven track record: Daily calls: 70-85, while maintaining 95-100% availability Show less
-
-
-
-
Manager
-
Aug 2010 - Sep 2012
Head Administrator /Trainer/Customer Service Agent A privately owned travel and venue management agency Answered phones, scheduled appointments, performed all administrative duties, data entry, and filed papers. Payroll and timekeeping Finalized all travel arrangements Hire and Assist with training New Hires Resolved customer conflicts and staffing issues Head Administrator /Trainer/Customer Service Agent A privately owned travel and venue management agency Answered phones, scheduled appointments, performed all administrative duties, data entry, and filed papers. Payroll and timekeeping Finalized all travel arrangements Hire and Assist with training New Hires Resolved customer conflicts and staffing issues
-
-
-
Lake Lanier Islands Resort, NE Georgia
-
Recreational Facilities
-
1 - 100 Employee
-
Head Garmache chef/ Banquet Manager
-
Aug 2010 - Dec 2011
Head Garmache Chef A premier fine dining resort and spa in North Georgia Responsible primarily to train and to assist with managing the cold food side kitchen, personnel ensuring proper safety and sanitation in kitchen; while supervising/coordinating all related culinary activities working directly with customers, event planners and other head lodge and kitchen staff to plan menu selections for special catering events banquets and weddings. Estimated food consumption and food… Show more Head Garmache Chef A premier fine dining resort and spa in North Georgia Responsible primarily to train and to assist with managing the cold food side kitchen, personnel ensuring proper safety and sanitation in kitchen; while supervising/coordinating all related culinary activities working directly with customers, event planners and other head lodge and kitchen staff to plan menu selections for special catering events banquets and weddings. Estimated food consumption and food prep, select and developed recipes; standardized production recipes to ensure consistent quality, polished presentation of design platters, trays, plated desserts, action stations, carved food displays and cold and hot food presentations. One on One planning for all events ( Weddings, Corp Meetings , Corp Events) Banquet Manager Show less Head Garmache Chef A premier fine dining resort and spa in North Georgia Responsible primarily to train and to assist with managing the cold food side kitchen, personnel ensuring proper safety and sanitation in kitchen; while supervising/coordinating all related culinary activities working directly with customers, event planners and other head lodge and kitchen staff to plan menu selections for special catering events banquets and weddings. Estimated food consumption and food… Show more Head Garmache Chef A premier fine dining resort and spa in North Georgia Responsible primarily to train and to assist with managing the cold food side kitchen, personnel ensuring proper safety and sanitation in kitchen; while supervising/coordinating all related culinary activities working directly with customers, event planners and other head lodge and kitchen staff to plan menu selections for special catering events banquets and weddings. Estimated food consumption and food prep, select and developed recipes; standardized production recipes to ensure consistent quality, polished presentation of design platters, trays, plated desserts, action stations, carved food displays and cold and hot food presentations. One on One planning for all events ( Weddings, Corp Meetings , Corp Events) Banquet Manager Show less
-
-
-
Chili's
-
United States
-
Restaurants
-
700 & Above Employee
-
Host/Expo/Pastry Cook/Shift Lead
-
Dec 2008 - Aug 2010
A casual dining restaurant chain Assisted with front of house operations, greeted and seated guest Prepared and plated up desserts; while maintaining required timeliness and quality of food A casual dining restaurant chain Assisted with front of house operations, greeted and seated guest Prepared and plated up desserts; while maintaining required timeliness and quality of food
-
-
-
Log Cabin BBQ
-
Lawrenceville, AG
-
Prep & Line Cook/Cashier /Server /Catering /Shift Lead
-
Sep 2007 - Mar 2008
A privately owned travel and venue management agency Performed prep work for multiple services Prepared on-the-go/cooked-to-order food in a timely manner Assisted with front of house operations, manned cash register and staff schedules Closed restaurant, responsible for the broiler station and deserts Worked with clients to plan their menu for their event and delivered and setup catering A privately owned travel and venue management agency Performed prep work for multiple services Prepared on-the-go/cooked-to-order food in a timely manner Assisted with front of house operations, manned cash register and staff schedules Closed restaurant, responsible for the broiler station and deserts Worked with clients to plan their menu for their event and delivered and setup catering
-
-
Education
-
2016 - 2019
Johnson & Wales University
Master’s Degree, Food & Beverage Business Management Entrepreneurship -
2011 - 2013
Le Cordon Bleu College of Culinary Arts-Chicago
Bachelor of Business Administration (BBA), Restaurant/Food Services Management -
2009 - 2011
Le Cordon Bleu College of Culinary Arts-Atlanta
Associate of Arts and Sciences (AAS), Restaurant, Culinary, and Catering Management/Manager -
2006 - 2009
Collins Hill High
High School, Music
Community
