Crystal Crouch

[email protected] • +1(606) 484-3388 • Ashland

PROFESSIONAL SUMMARY

Results-driven Service & Support professional with over 5 years of experience elevating customer satisfaction and loyalty across gaming, sales, and hospitality industries. Expert in resolving complex inquiries swiftly, achieving a reduction in customer wait times and increasing repeat business. Proficient in POS systems and skilled at leveraging strong communication, mediation, and problem-solving abilities to deliver empathetic, reliable service that supports organizational goals. Committed to fostering positive client relationships and driving team success through proactive support and continuous improvement.

WORK EXPERIENCE

Bartender / Server
01/2025 - 07/2025
Tomcat Bourbon & Brew House , South Ashland, KY
• Optimized workflow by strategically relocating high-use items, reducing customer wait times and enhancing customer experience
• Revamped organization systems to maximize operational efficiency, ensuring uninterrupted service during high-traffic events and solo shifts
• Maintained exceptional cleanliness and sanitation standards, achieving a 99% Health Department rating with only one minor deduction unrelated to personal oversight
• Selected by management for elite service roles, including serving at the owner’s family wedding reception, reflecting superior customer satisfaction and reliability
• Identified as a top candidate for General Manager succession, demonstrating leadership potential and commitment to business growth
• Independently managed service, stocking, and sanitation during peak events such as Paramount After Parties, consistently delivering high-quality customer experiences
Front of House Manager
08/2024 - 01/2025
Jerk Riley’s Irish Pub & Billiards , Ashland, KY
• Led communication between bartenders, servers, and upper management, streamlining operations and improving team collaboration, resulting in an increase in service efficiency
• Developed and executed targeted marketing campaigns that boosted customer traffic, reduced stale inventory, and increased overall sales revenue
• Managed last minute staff scheduling outages and coverage, including working overnight shifts during absences; ensuring seamless operations during peak and low-staffed periods
• Innovated operational processes by designing and programming a dynamic tap list system, replacing outdated tools and enhancing customer experience; this system currently remains in use
• Trained as cross-functional team support in bar and kitchen operations, improving workflow productivity during high-demand shifts and functioning as the most versatile member of the workforce
Table Games Dealer
08/2023 - 02/2024
Midland Game Room , Salt Lick, KY
• Led card dealing and bet management for up to 8-player tables to maximize game flow and revenue
• Managed wagers and called winning hands with high accuracy rate, ensuring compliance with house rules and maintaining game integrity
• Facilitated smooth gameplay by leading players and maintaining pace, reducing average hand duration to enhance customer satisfaction
• Resolved player disputes and explained house rules to newcomers, improving player retention and fostering a positive gaming environment
Cleaning Crew
11/2023 - Present
Puckett’s Cleaning , Morehead, KY
• Executed comprehensive cleaning and sanitation of break rooms, offices, and a 900,000+ sq ft warehouse, ensuring compliance with health and safety standards
• Improved facility cleanliness by implementing efficient cleaning protocols, reducing cleaning time by 15% while maintaining high-quality standards
• Collaborated with team members to maintain a safe and organized work environment, contributing to zero safety incidents during tenure
• Maintained inventory of cleaning supplies and reported maintenance issues promptly, supporting uninterrupted warehouse operations
Legal Editor / Proofread
03/2019 - 02/2020
Verbit.ai , Remote
• Edited and proofread legal documents and court transcripts, ensuring accuracy and compliance with legal standards
• Utilized advanced transcription and editing software such as Verbit.ai and Microsoft Word to streamline workflow and reduce turnaround time
• Collaborated remotely with legal teams to deliver timely, error-free documents, contributing to an increase in client satisfaction ratings
• Maintained strict confidentiality and data security protocols while working independently from a home office environment
Merchandising & Mystery Shopping Contractor
09/2008 - 10/2013
Various retail, service, & entertainment brands , Lexington, KY
• On demand merchandising contracts for specific products in certain stores which included resetting & restocking of DVDs, prepaid phones, or other items at locations including Dollar General & Food Lion
• Other as needed contracts were for specific mystery shopper tasks such as purchasing specific items or services then evaluating the service, location, and experience with detailed surveys and responses noting all aspects observed during each visit
Booth & Online Vendor
09/2011 - Present
Self Employed / Small Business , Olympia, KY
• Online & booth sales of consumer goods via various selling platforms, in person events, and up until recently with the Peddlers Mall
• Capturing digital payments & customer information
• Completing sales and fulfillment; utilizing multiple packing & shipping methods as necessary
• Ensuring customer satisfaction in all stages of sales including order building, returns, & exchanges as necessary
Master Control Program Engineer
07/2006 - 08/2008
Telecommunications Board of Northern Kentucky , Latonia, KY
• Assisting community members with studio recordings & editing at the Community Program Center Public Access Television Station
• Managed & maintained inventory, including orders, issues, and solutions
• Organization & tidying of control room area, studios, editing bays, and public spaces
• Created local PSA graphics and maintained the broadcast schedule for public access channels
• Fulfilled equipment loan requests for community members and staff and collaborated to record local events and government meetings
• Fielded telephone calls to address questions, concerns, requests, orders, and event information
• Supervised all control room staff and editors
Customer Service Representative
09/2005 - 07/2008
Internal Revenue Service , Covington, KY
• Addressing customer needs regarding tax account questions and requests and correcting errors with payments and filing
• Working independently to identify & resolve accounting discrepancies
• Responding to correspondence regarding resolution of requests
Commissioned Sales Associate
11/2004 - 09/2006
Macy's , Florence, KY
• Identifying customers in need of assistance and offering to bring them particular styles and sizes of interest
• Offering styling advice and suggestions for complementary pieces
• Operating register utilizing cash handling or credit card sales as needed & adjusting pricing if necessary
• Inventory organization and retrieval upon request for customer consideration
• Floor Display arrangement per sales and plans for optimum browsing & shopping experience
• Addressing stock, inventory, and fit questions
• Assistance with training new hires to learn the checkout system, credit application input, and upselling procedures
Promoter
05/2004 - 11/2005
Independent Contractor/Consultant , Cincinnati, OH
• Various street marketing & promotions contracts
• Worked with new restaurants in Downtown Cincinnati to pass out promotional material at various events and venues
• Also worked with VH1 casting to promote, recruit, and interview cast members for Rock of Love Bus with Bret Michaels at a number of concerts, bars, restaurants, clubs, and events in and around Cincinnati
Consumer Service Specialist
10/2001 - 04/2003
Procter & Gamble , Cincinnati, OH
• Answering 800# lines for this Fortune 500 company to address all consumer questions, concerns, and complaints regarding products such as Tide, Ivory, Cover Girl, Max Factor, Pampers, Vicks, Gain, Always, Dawn, Pantene, Bounty, Febreze, & more
• Ensuring satisfactory resolution so that each caller felt valued and left each interaction with a positive feeling regarding the brand and company with their concern for their opinions and appreciation of their time
• Sending product vouchers, coupons, and information as necessary after capturing the personal information of the caller and adding them to the mailing list if agreed to after reciting the prompts and scripts provided

EDUCATION

Associate's degree in Graphic Design / Marketing TBD
12/2020 - 04/2023
Bluegrass Community and Technical College , Maysville, KY
Trade School in Radio & Television
02/2006 - 01/2007
Ohio Center for Broadcasting-Cincinnati , Cincinnati, OH GPA: Graduated with Best in TV award

SKILLS

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