BIRDIE GRIMES
Austin,TX
Summary
To acquire a remote or call center representative position at Texas Mutual, leveraging over 6 years of customer-facing experience across hospitality, education, and high-volume call centers. I bring empathy, professionalism, and strong communication skills (communications degree) to support customers and injured workers with compassion.
Overview
11
11
years of professional experience
Work History
Lead Guide & Assistant – Montessori Educator
Ladybird Montessori + Paloma Montessori
01.2023 - Current
- Managed parent communication, resolved sensitive student concerns with grace.
- Trained in non-violent communication and positive behavior strategies.
Assistant General Manager
Wimberley Inn + Bar
Wimberley, TX
11.2022 - 09.2023
- Managed all guest-facing operations including booking, billing resolution, and feedback.
- Supervised and trained hospitality staff; handled vendor calls and escalated guest inquiries.
- Used admin and soft skills daily in high-pressure events.
Supervisor & Barista Lead
Tiny Grocer
Austin, TX
01.2022 - 08.2022
- Opened store, managed customer inquiries, resolved POS issues and team issues.
- Maintained consistent communication and responsibilities as lead.
Server & Training Educator Roles (Pre-COVID)
Various fine dining locations
Austin, TX
01.2018 - 01.2020
- Delivered excellent guest experience in high-pressure, high-volume environments.
- Repeatedly selected for training, mentoring, and recovery-related tasks.
Call Center Concierge & Spa Coordinator
milk + honey spa
Austin, TX
09.2014 - 11.2018
- Managed daily client calls related to scheduling, services, and resolution of concerns for over 6 locations.
- Delivered high-quality service to clientele across multiple spa locations.
- Maintained scheduling software accuracy, cross-trained on service recovery and billing.
- Commended for grace under pressure and maintaining high CSAT scores.
Education
Global Studies
St. Edward's University
Associate of Arts - Journalism
Austin Community College
01.2012
Skills
- High-volume call center experience (4 years at milk honey spa)
- Excellent verbal and written communication
- Studied conflict and cooperation, de-escalation & non-violent communication (Montessori-informed)
- Call center software familiarity
- Remote work proficiency (Zoom, Teams, Google Workspace)
- Detail-oriented and adaptable
- Solutions-focused with leadership experience
Timeline
Lead Guide & Assistant – Montessori Educator
Ladybird Montessori + Paloma Montessori
01.2023 - Current
Assistant General Manager
Wimberley Inn + Bar
11.2022 - 09.2023
Supervisor & Barista Lead
Tiny Grocer
01.2022 - 08.2022
Server & Training Educator Roles (Pre-COVID)
Various fine dining locations
01.2018 - 01.2020
Call Center Concierge & Spa Coordinator
milk + honey spa
09.2014 - 11.2018
Global Studies
St. Edward's University
Associate of Arts - Journalism
Austin Community College