Caroline Granese
Summary
Dynamic leader with a proven track record in customer satisfaction and team leadership, notably at American General Finance. Skilled in resolving customer inquiries and adept in problem-solving, I excel in building relationships and driving revenue growth. Recognized for turning around underperforming sectors by over 98%, showcasing adaptability and effective communication.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Finance of America Reverse Mortgage
San Diego, CA
04.2022 - 05.2024
- Responsible for providing customer service support to Finance of America Reverse (FAR) by building relationships with borrowers over the phone to assist in general inquiries, basic product knowledge, and a smooth handoff to the sales department.
- Delivered outstanding customer experience with a focus on satisfaction and relationship-building.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Amazon Delivery Driver
Amazon.com
San Diego, CA
06.2021 - 03.2022
- Safely drive and operate your delivery vehicle at all times
- Used a hand held device for routing information, delivery information
- Load and unload packages to be delivered
- Lift packages up to 70 lbs
Sales/Business Development
Orion Sailing
Newport Beach, CA
05.2017 - 05.2021
- Engaged with customers to effectively build rapport and lasting relationships
- Increased account base by 25 to 200 over 2 years, leveraging networking and referrals
- Expert in cold calling, negotiating contracts, sales and forming long-term relationships with new and current clients
Caretaker
IHSS
San Diego, CA
09.2019 - 05.2020
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions
- Monitored progress and documented any patient health status changes, keeping healthcare team updated
Caregiver
Mother Ill
Boston, MA
03.2015 - 04.2017
Outside Sales
CariCord Inc
Irvine, CA
04.2014 - 03.2015
- Worked to develop network by identifying and pursuing new leads, attending industry events and building rapport with clients
- Generated revenue by liaising between doctors and companies to sell products
- Performed cold-calling and follow-ups with leads to secure new revenue
Outside Sales
Green Sails
Miami, FL
11.2012 - 04.2014
- Demonstrated consistent track record of overachieving sales quotas
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory
- Contributed to team objectives in fast-paced environment
Outside Sales
P.C. Housing
San Diego, CA
08.2011 - 11.2012
- Performed cold-calling and follow-ups with leads to secure new revenue
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
- Resolved problems with high-profile customers to maintain relationships and increase return customer base
Manager
CitiFinancial
San Clemente, CA
08.2007 - 03.2010
- An experienced leader with a strong track record of product and service expansion coupled with increasing revenues and customer utilization
- Completed Internal Training Courses: Retail Sales, Human Resources Management, Management and Supervisory Skills
- Branch manager responsible for recruitment, hiring, and development of staff including monthly recaps, annual reviews for employees and recommendation of appropriate salary adjustments
Manager
American General Finance
Oceanside, CA
07.1998 - 08.2007
- Rated greater than 98% on customer satisfaction surveys on dependability, knowledge, trustworthiness, and integrity
- Recognized by Regional Management as a turn around specialist
- Onboarded new employees, including training, mentoring and new hire documentation
- Responsible for promoting over 14 people
Manager
Household Fin
San Diego, CA
12.1997 - 07.1998
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
Manager
Avco Financial Services California
06.1991 - 12.1997
- Led business development and marketing efforts, which expanded the customer base and introduced products to new markets and clients
- Recognized as lead performer regionally in new business development
- Oversee more than 3000 financial accounts
Education
B.A. - Liberal Arts, Elementary Education
St. Michael's College
Winooski, VT05.1989
Skills
- Expert in resolving customer inquiries
- Team building and leadership
- Adaptability
- Problem solving
- Effective Communicator
- Empathy
Timeline
Customer Service Representative
Finance of America Reverse Mortgage
04.2022 - 05.2024
Amazon Delivery Driver
Amazon.com
06.2021 - 03.2022
Caretaker
IHSS
09.2019 - 05.2020
Sales/Business Development
Orion Sailing
05.2017 - 05.2021
Caregiver
Mother Ill
03.2015 - 04.2017
Outside Sales
CariCord Inc
04.2014 - 03.2015
Outside Sales
Green Sails
11.2012 - 04.2014
Outside Sales
P.C. Housing
08.2011 - 11.2012
Manager
CitiFinancial
08.2007 - 03.2010
Manager
American General Finance
07.1998 - 08.2007
Manager
Household Fin
12.1997 - 07.1998
Manager
Avco Financial Services California
06.1991 - 12.1997
B.A. - Liberal Arts, Elementary Education
St. Michael's College
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