Summary
Overview
Work History
Education
Skills
Timeline
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Camellia Griggs

Chicago,IL

Summary

Resourceful Customer Service Representative with a proven track record of high productivity and efficient task completion. Possesses strong communication, problem-solving, and time management skills, enabling smooth operations in customer service environments. Excels in listening, empathy, and patience to effectively address customer needs and build positive relationships.

Overview

20
20
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

GEICO
09.2016 - 03.2024
  • Managed high volume of 80+ inbound calls each day.
  • Educated policyholders on coverage details.
  • Ensured sufficient coverage options for policyholders' specific needs.
  • Delivered outstanding customer service by effectively responding to inquiries about products and services.
  • Updated, removed and added coverage, addresses, phone numbers, emails and payment methods as per policy requirements.
  • Processed premium payments and addressed billing inquiries.
  • Ensured customer satisfaction by addressing concerns related to policy renewal.
  • Acquired state-mandated insurance licenses enabling nationwide policy servicing.
  • Increased customer engagement through strategic promotion of related insurance products.
  • Met or exceeded metric objectives for surveys, quality, moat and calls per day.
  • Awarded top-tier Gold Chairman's Club.
  • Consistently promoted to achieve the highest pay grade ranking of a customer service representative.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

CUSTOMER SERVICE SUPERVISOR

Trade Associates Group
Chicago, IL
02.2004 - 05.2016
  • Consistently exhibited strong communication and interpersonal skills resulting in improved call metrics.
  • De-escalated tense customer encounters with composure and professionalism.
  • Managed customer service systems and databases effectively.
  • Effectively and efficiently managed customers in a fast-paced, challenging call center environment
  • Delivered concise reports and effective communication to top-level management and clientele.
  • Ensured call center employees maintained high level of customer satisfaction and achieved goals.
  • Evaluated call volume and average call time as a measure of customer service representatives' performance and productivity
  • Achieved exceptional standards in service and quality on a regular basis.
  • Implemented process controlled methods along with daily metric evaluation for improved management.
  • Improved call center functionality and service capacity by resolving customer complaints quickly and efficiently.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Coordinated with warehouse staff to ensure timely delivery of products.
  • Checked inventory levels regularly to ensure sufficient stock availability for orders.
  • Ensured compliance with company policies regarding returns, refunds, and cancellations.
  • Trained new employees on how to use the order entry software correctly.
  • Verified accuracy of information and executed clarification of orders.
  • Provided order tracking information and resolved issues when needed.
  • Communicated with current customers regarding backorder availability, future inventory and special orders.
  • Prepared work orders, bills of lading or shipping orders to route materials.
  • Traced missing material and shipments through vendor and customer communications.

Education

Diploma -

St. Anne Community High School

Business Administration -

Malcolm X College
Chicago, IL

Skills

  • Empathetic
  • Building rapport
  • Analytical and Critical Thinking
  • Complaint Handling
  • Proofreading
  • Problem-Solving
  • Data Entry
  • Supervision and leadership
  • Call Center Operations
  • Customer Service
  • Call Management
  • Credit card processing
  • Chargeback Research
  • Documentation skills
  • Organizational Skills
  • Excellent Communication
  • Detail orientation
  • Multitasking and Organization
  • Friendly, Positive Attitude
  • MS Office Applications
  • UPS WOLDSHIP
  • FED EX SHIP MANAGER
  • Corvu
  • As400

Timeline

CUSTOMER SERVICE REPRESENTATIVE

GEICO
09.2016 - 03.2024

CUSTOMER SERVICE SUPERVISOR

Trade Associates Group
02.2004 - 05.2016

Diploma -

St. Anne Community High School

Business Administration -

Malcolm X College

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