Crystal Gaines Growth Marketing Manager

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Growth Marketing Manager

Apr 2025 - Current (1 year 1 month)

Customer Success Manager

eCivis

Sep 2021 - Aug 2022 (1 year)

- Promoted as Customer Success Manager by demonstrating excellence toward organizational goals. - Demonstrated exceptional proficiency in problem-solving, efficiently resolving customer issues via emails and phones, resulting in high customer satisfaction and positive feedback. - Developed comprehensive technical documentation and Standard Operating Procedures (SOPs) for future training, ensuring smooth knowledge transfer and improved team efficiency. - Communicated intricate technical information in a clear and non-technical manner, improving client understanding and fostering solid relationships with non-technical stakeholders. - Collaborated closely with onboarding and implementation teams, adhering to standard project management workflo

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Technical Operations Specialist

Comcast NBCUniversal

May 2021 - Current (5 years)

- Transform on-air programming monitoring by efficiently overseeing both local and national broadcasters with keen attention to detail and technical expertise. - Conduct rigorous technical quality control checks using LiveU and Dejero, ensuring flawless transmissions and seamless live feeds from local and national reporters. Diligently perform mic checks and monitor video quality to deliver broadcasts. - Skillfully utilize microwave from transmitter sites during breaking news or b-roll situations, expertly coordinating with news helicopters to ensure clear and captivating video footage. - Exemplify exceptional customer support, fostering strong working relationships with local and national producers, managers, and photographers, leading

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Training & Technical Support Specialist

ROUTEONE COMPANY

Mar 2020 - Sep 2021 (1 year 7 months)

- Conduct live system training with F&I managers, customer onboarding utilizing Microsoft Teams - Serve as liaison between the application development team and business customers - Sales support and account management using Salesforce - Resolve customer issues as they arrive via emails and phones - Technical documentation and SOP creation for future training - Fast trouble-shooting practices for quick resolutions - Ability to communicate technical information in a non-technical manner

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Engineering Technician

WTXF FOX 29

Jul 2016 - Mar 2020 (3 years 9 months)

- Control and direct floor activities for studio news productions, morning news, Good Day, Game Day, and The Q Show - Serve as liaison between director and on-air talent, providing mic, teleprompter, and camera robotics check to ensure proper equipment functionality and set-up. - Prepare props during pre-production and facilitate timely delivery or placement during production per established plans - Communicate cues and time counts to talent, guests, and celebrity guests to ensure seamless production timing.

Google Merchandiser

Premium Retail Services

Jan 2016 - Feb 2017 (1 year 2 months)

- * Installed merchandising displays, security/alarms on devices, and stocked products. * Responsible for installation, serviced and updated Google products: Chromebook, Pixel Phone and Android watches. - * Maintained merchandise display for quality assurance; installed advertising displays. * Worked with very little supervision, traveled to 30+ stores monthly. - * Submitted weekly reports detailing inventory, display issues, and other findings reported by the local retail store manager. (Remote) - Freelance

Samsung Customer Service Technician (Remote) - Freelance

Mosaic

Jan 2013 - Mar 2014 (1 year 3 months)

- * Utilized Samsung's propriety trouble shooting software for OS upgrades or reset. - * Provided excellent face-to-face customer service to Samsung users. - * Solved phone/tablet issues such as soft/hard resets, Bluetooth/Wi-fi connectivity, app downloads, and data transfer. - * Built a strong relationship with customers utilizing patience and empathy.

Technical Support Specialist

COMCAST SPOTLIGHT

Jan 2009 - Jul 2016 (7 years 7 months)

- Escalated outages, no-toning issues, failed schedules, and other issues to proper management, engineers, field technicians, and outside vendors as appropriate to ensure prompt resolution. - Assumed lead role in management's absence, prioritizing and solving issues as needed to maintain service levels. - Created copy reports daily and received spot reports weekly for traffic, management, and account executives. - Trained all new operators quarterly on procedures, processes, and workflow, providing ongoing feedback and support to ensure both individual and team success. - Assisted in areas associated with product service lifecycles and improved service strategy and design. - Provided routine and complex technical support for accou

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Master Control Operator

KYW 3-CBS / WPSG 57-CW

Jan 2003 - Mar 2012 (9 years 3 months)

- * Assisted in areas associated to product service lifecycles and improve service stratify and design - Maintained open communication with multiple levels of authority, GM, news directors, producers, and creative service departments for various last-minute decisions, facilitating improved engagement and planning organization-wide. - Met or exceeded quality control standards for commercial spots and programming, in compliance with FCC regulations. - Acted proactively to mitigate possible issues or problems that would negatively impact programming and revenue. - Monitored, reviewed, edited, and verified the ongoing reliability of automation playlist for live news and sporting events to meet business and customers' needs. * Used critical

Crystal Gaines

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