Krystal Davis- |-|www.linkedin.com/in/krystaldavis63| NC
Customer Support Manager
Results-driven opera ons leader with 14+ years of experience in op mizing customer experiences with the ability to plan
and manage at both strategic and tac cal opera onal levels. 6 years experience in customer support leadership
developing high-performing teams, fostering cross-func onal collabora on, and implemen ng process improvements
that enhance opera onal e ciency and reduce costs. Skilled in leveraging advanced data analysis to iden fy trends and
deliver ac onable insights, de ne SLAs, and align opera onal policies with strategic business goals. Adept at coaching
and mentoring, presen ng to senior stakeholders, and leading seamless implementa ons that boost customer
sa sfac on, reten on, and service delivery.
Professional Skills
Six Sigma Green Belt| Project Management| Risk Mi ga on | Customer Support Management| Change Management |
Rela onship Management | People Leadership|Process Improvement and Op miza on| Onboarding | Data Analysis and
Repor ng| Budget Management | KPI Development and Management | Compliance and Regulatory Training | Agile
Development |Call Center Opera ons |Advanced Excel | Public Speaking | Zendesk | Salesforce | NICE | Con uence | Genesys
Notable Achievements
Head of Women’s Leadership ERG Communica ons Commi ee- created a recogni on program and authored
monthly commi ee newsle er
Treasurer of Women’s Leadership ERG- responsible for commi ee budget and approving/denying project
requests. Coordinated with vendors to organize events
Co-Chair of Employee Engagement Commi ee- responsible for commi ee budget, created and led engagement
ac vi es and fundraising projects
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Employment History
MassMutual| Management Coach
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Acted as a people leader to 11 managers, spearheading performance management, coaching, and career
development programs for customer support sta , fostering a culture of con nuous improvement and
professional growth. Drove a 50% increase in ac onable feedback provided to teams by their managers within 9
months.
Developed and scaled interdepartmental ac on plan to reduce documenta on errors, driving a 25% decrease in
errors and $300K in cost savings.
Coached customer support and medical underwri ng teams to achieve and maintain KPIs/SLAs; fostering
adaptability and con nuous improvement through regular 1:1s, calibra on mee ngs, and team huddles/checkins.
Evaluated and modernized training materials and development programs to ensure alignment with industry
standards, equipping teams with the skills needed to deliver excep onal customer service.
Oversaw the monitoring of customer interac ons, work ow e ciency, and key performance metrics to maintain
compliance with quality, performance, and opera onal standards.
Led the execu on of onboarding and training strategies, ensuring seamless integra on of new hires, promo ons,
and transfers while aligning performance and reward systems with organiza onal goals.
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2022 March- November 2024
Everise, Inc. | Quality Lead
February 2021 -March 2022
Partnered with leadership to deliver targeted training programs, increasing audit compliance scores by 14% and
improving customer sa sfac on in regulated environments.
Directed QA opera ons by evalua ng sales call observa ons and collabora ng with compliance and training
teams to address root causes, saving $140,000+ in poten al penal es.
Streamlined quality scorecards, reducing high-severity defects by 12% and saving 550 hours in annual rework
costs.
Acted as escala on point for audit appeals, reviewing work of QA team members for accuracy.
Conducted root cause analyses of customer interac ons, iden fying trends to proac vely reduce recurring issues
and enhance service delivery.
Ensured sta members are achieving the desired service levels and working at the expected level.
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Apple, Inc | Team Lead
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Managed technical support escala on help desk, triaging and priori zing complex customer issues, and reducing
escala on rates by 8% within 12 months, saving $250,000 annually.
Partners with the QA, product, and engineering teams to ensure departmental training, SharePoint guides and
SOP’s remain up to date and re ect current departmental procedures, ensuring clear communica on of technical
updates and challenges.
Provided real- me coaching to Tier 1 technical support associates, enhancing problem-resolu on skills and
customer interac on quality.
Led as a subject ma er expert, taking correc ve ac on on technical issues and ensuring consistent service
delivery.
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May 2015- February 2021
