GINA CRAWFORD

9213 Lee Lane, Manvel, TX 77578  Phone: 281-386-9870  Email: GinaCrawfordTX@aol.com

OBJECTIVE
Seeking a leadership position capitalizing on my communication, organizational,
motivational and leadership skills to leverage superior, bottom-line results and
ROI for a growth-oriented firm.
PROFILE
Highly motivated, results oriented leader with extensive experience in communica
tions, call center operations, team leadership, and customer relationship manage
ment. Possesses outstanding record of achievement with advanced skills in:

 budget preparation  call center oversight  customer relationship
 trade show marketing  staff development  vendor negotiations
 project management  statistical tracking/analysis  international
 travel industry  human capital management  organizationa
HIGHLIGHTS / ACCOMPLISHMENTS
 Grew Instone International’s US business in first year of operation from $9 million
to $12 million through working with sales team and operations staff.
 Negotiated marine/offshore crew contracts with multiple airlines to support the
Instone specialist market presence.
 Achieved unprecedented levels of customer satisfaction by resolving escalated cu
stomer issues preventing complaints to the Public Utilities Commission.
 Improved Call Center Average Handle Time by 19% from 2003 to 2004. Improved ser
vice level performance by 38% from 2003 to 2004 for First Choice Power.
 Introduced monthly development plans, attendance tracking guidelines and call mo
nitoring program to the 60-person staff while enforcing and achieving expected s
tandards of performance for First Choice Power.
 Directed multiple offices to streamline work practices and procedures increasing
pricing accuracy from 97% to 99.5% where 96% is the industry average.
 Dramatically reduced customer service issues by 74% from 2000 to 2001 for the Co
mpaq Computer travel account.
 Effectively coached and developed staffs of up to 40 employees to adhere to Comp
aq Computer’s travel policies via call monitoring and feedback. Communicated and rev
iewed expected standards of performance while increasing productivity by 25%.
 Achieved excellent customer satisfaction and exceeded company and client goals t
hrough the staff’s in-depth knowledge of the Compaq Computer account. Achieved the
highest attainable rating in the company based on employee satisfaction survey.
 Coordinated and conducted regional travel seminars in 5 cities, introducing the
implementation of new travel policies and procedures to 500 key travelers.
 Handled all aspects of a $2 million on-site travel department for Serv-Tech Inc.
achieving client satisfaction by using strong organizational skills and an in-d
epth knowledge of the travel industry.
• Three-time American Express Pacesetter Award recipient for consistently exceedin
g job expectations and achieving extraordinary customer service.
GINA CRAWFORD (CONT.)
PROFESSIONAL EXPERIENCE
ATP INSTONE MARINE AND CORPORATE TRAVEL, Houston, TX 2006 – Present
Managing Director:
• Effectively built and managed the operations for the US and Canadian presence fo
r global marine travel provider.
• Managing a team of virtual agents in 5 cities and maintaining the US headquarter
s office in Houston.
• Complete needs assessment and implementation for customers including offshore cr
ewing, cargo shipping companies and energy related industries.
• Attend trade shows relating to marine industry and manage leads generated. Mana
ge account relationships; oversee operations; prepare annual sales and operation
al budgets; complete quarterly account reviews.
• Successfully coordinated and implemented the integration of ATP Instone office m
erge combining 2 agencies and agent teams.
FIRST CHOICE POWER, Friendswood, TX 2002 – 2006
Director Call Center Operations:
• Planed, developed and administered all customer service procedures in the call c
enter to ensure processes ran smoothly and problems were quickly resolved in Tex
as' operations and in outsourced vendor location in Manila, Philippines.
• Coordinated the activities of customer service managers, supervisors, customer r
epresentatives, data analyst and administrative personnel to ensure call center
goals were met. Developed and implemented programs and strategies to improve cus
tomer service.
• First call resolution team
• Transaction based survey independent of company sponsored customer satisfaction
survey
• Determined the personnel, training and equipment requirements for the call cente
r to ensure that an exceptional level of customer service was achieved and maint
ained.
• Primary source for creating various call center daily, weekly and monthly statis
tics reports. Provided guidance to management team in call center philosophies,
structure and protocol.
• Conducted interviews to increase staffing levels by 20% during the first 2 month
s of employment for 2 call center locations
AMERICAN EXPRESS, Houston, TX 1999 – 2002
Team Leader:
• Eliminated substantial financial risk of client reimbursement due to pricing dis
crepancies.
• Resource for reviewing and analyzing escalated Fortune 500 company's customer se
rvice issues ensuring same day resolution and preventing adverse impact to clien
t and company's potential liability.
AMERICAN EXPRESS, Houston, TX 1988 – 1999
Lead Office Counselor/On-Site Coordinator:
• Led a 3 person VIP on-site travel department for Waste Management.
• Led a 5 person on-site travel department for NorAm Energy.
• Actively consulted with the client, verifying travel needs against vendor contra
cts.
• Accurately reconciled $12 million client’s monthly travel charge accounts and state
ents.
• Expertly handled all aspects of domestic and international travel arrangements i
ncluding visa and passport documentation.
• Successfully implemented new $6 million account by training employees on client’s t
avel policy.
• Accurately reviewed, reconciled and approved bills and monthly operating stateme
nt.
• Successfully consolidated 40 locations with various methods of booking travel an
d varied accounting requirements.
ALL SEASONS TRAVEL, Houston, TX 1985 – 1988
Travel Counselor
EDUCATION / ACHIEVEMENTS
 San Jacinto Jr. College - Houston, TX
1984 - 1985
 Various Leadership Development courses and workshops.
 Recipient of awards for professional achievements and recognition.