Terrence Crook
Blending IT & Data Management with Customer Experience | Operations & Workflow Optimization | Hospitality & Consulting Professional
- Role
- Customer Service Manager at The Splash Lab
- Location
- Torrance, CA, US
- LinkedIn followers
- 500 followers
About Terrence Crook
Data-Driven Operations and Business Analytics Professional with 6+ years of experience in…
Experience
Customer Service Manager
Apr 2026 — Present · Torrance, CA, US
Brought on to build and scale the Customer Service function from the ground up, establishing a structured, data-driven system to support technical coordination across the full project lifecycle.• Designed and implemented end-to-end customer service infrastructure, including workflows for RFIs, technical requests, and issue tracking• Developed a strategic operational framework focused on reducing inefficiencies in construction-driven manufacturing environments by improving communication, documentation alignment, and cross-functional coordination• Mapped and analyzed workflows from order entry through fabrication and installation to identify breakdown points and standardize data transitions between submittals, shop drawings, and production inputs• Established centralized tracking and categorization of RFIs, installation issues, and product concerns to enable trend analysis and continuous process improvement• Serve as the primary technical point of contact across projects, consolidating communication between customers, internal teams, and stakeholders to ensure alignment with fabrication constraints and field conditions• Implemented pre-fabrication validation checkpoints to ensure accuracy between technical documentation and real-world installation requirements, reducing rework and project delays• Oversee integration and usage of core business systems (HubSpot, QuickBooks, Acumatica) to support customer operations, billing workflows, and data integrity• Develop and maintain standardized documentation and knowledge systems to support scalability and consistency across customer interactions• Create feedback loops between field issues and internal teams to drive product, process, and documentation improvementsFocused on transforming customer service into a proactive, technical, and operational function that improves project outcomes, reduces risk, and supports scalable growth.
Education
Grand Canyon University
Information Technology
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