Alisha Grimes
San Antonio,TX
Summary
Focused on building positive relationships with customers by delivering positive customer experiences every day. Excellent people skills with a hardworking and diligent attitude. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Bus Operator
Via Metropolitan Transit
San Antonio, TX
07.2018 - Current
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Built rapport with regular passengers, creating a sense of trust and community within the public transit system.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Collaborated with dispatchers to address route changes, delays, or emergencies in real time.
- Informed passengers about route details, schedules, transfers, and fare policies as needed.
- Picked up and dropped off passengers at regularly scheduled locations by following strict time schedules.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
Call Taker/CSR
First Parish Transportation/ Yellow Cab
Baton Rouge, LA
01.2017 - 05.2018
- Answered inbound calls from customers scheduling a cab pick up.
- Input necessary information drivers need to contact, locate, pick up, and drop off customers.
- Input faxed cab request into computer.
- Answered customer questions about ETA of cab, status of cab pickups and cost of trips.
- Scheduled package pickup for businesses and hospitals.
School Bus Driver
East Baton Rouge Parish School System
Baton Rouge, LA
03.2016 - 05.2018
- Safely transported students to and from school, field trips, and extracurricular activities.
- Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated strict adherence to safety regulations and traffic laws to safeguard passengers.
- Enforced student behavior policies and responded to student emergencies.
Reservations Sales Representative
Marriott International
San Antonio, TX
11.2015 - 03.2016
- Contributed to the development of promotional materials highlighting special offers for increased bookings.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Worked closely with other departments to ensure seamless guest experiences from initial booking through checkout.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Customer Service Representative
Verizon Wireless
San Antonio, TX
07.2015 - 11.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved accounting, service and delivery concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Troubleshooted, updated and programmed customer cellular devices.
Frac Sand Driver
J3 Oil & Gas
Lytle, TX
08.2014 - 06.2015
- Performed daily pre-trip and post-trip inspections of tractor and trailer.
- Streamlined loading and unloading processes for faster turnaround times, contributing to higher productivity levels.
- Preserved the integrity of frac sand quality through strict adherence to proper handling techniques during transportation process.
- Coordinated efficient routes for optimal delivery scheduling and maximum daily performance.
- Followed all safety policies and procedures for unloading sand at various oil and gas wellsites.
Customer Service & Sales Representative
Convergy's Corporation (Sprint PCS Project)
Baton Rouge, LA
10.2005 - 08.2009
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained weekly and monthly sales, quality, first call resolution and other company metrics.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
Loan Scheduler/ Sales and Service Rep
West (Wells Fargo And Shop NBC Projects)
Baton Rouge, LA
04.2003 - 06.2004
- Collaborated with title companies and customers to schedule home mortgage loan closings.
- Confirmed loan funding disbursements
- Handled customer product inquiries and orders for televised home shopping network.
- Maintained customer satisfaction and alc (average length of calls) metrics.
Education
High School Diploma -
Glen Oaks High
Baton Rouge, LA05.2001
Skills
- Complaint and Conflict Resolution
- Problem-solving skills
- Attentive to details
- Adapts easily to changes
Timeline
Bus Operator
Via Metropolitan Transit
07.2018 - Current
Call Taker/CSR
First Parish Transportation/ Yellow Cab
01.2017 - 05.2018
School Bus Driver
East Baton Rouge Parish School System
03.2016 - 05.2018
Reservations Sales Representative
Marriott International
11.2015 - 03.2016
Customer Service Representative
Verizon Wireless
07.2015 - 11.2015
Frac Sand Driver
J3 Oil & Gas
08.2014 - 06.2015
Customer Service & Sales Representative
Convergy's Corporation (Sprint PCS Project)
10.2005 - 08.2009
Loan Scheduler/ Sales and Service Rep
West (Wells Fargo And Shop NBC Projects)
04.2003 - 06.2004
High School Diploma -
Glen Oaks High