Charlay Moore-Grant
Detroit
Summary
Accomplished customer service and retail sales professional with 15 years in telecommunications, financial services, and retail. Expertise in consultative sales, customer relationship management, and problem-solving. Demonstrates success in exceeding sales goals, enhancing customer satisfaction, and building lasting client relationships while ensuring compliance. Experienced with CRM and POS systems and excels in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Retail Sales Associate/Solution Specialist
Verizon Wireless
08.2024 - Current
- Consistently exceeded monthly sales goals through consultative selling, product demonstrations and cross selling of devices and accessories.
- Delivered personalized mobile and technology solutions by assessing customer needs and recommending tailored products, plans, and services.
- Provided exceptional customer service while ensuring positive in-store experience and building long-term customer relationships.
- Educated customers on device features, troubleshooting steps, account changes and service benefits to improve customer satisfaction and retention.
- Processed transactions, activations, upgrades, and account modifications with accuracy and efficiency.
- Maintained up-to-date knowledge of products, services, sales techniques, and network features to support customer inquiries.
- Utilized CRM, POS, and OMNI systems daily.
Customer Contact Center Representative
Voya
11.2022 - 09.2023
- Built relationships through inbound calls, educating customers on retirement plans and addressing inquiries regarding retirement products.
- Strived for one call resolution while meeting customer’s needs and resolving their issues.
- Assisted customers with plan design inquiries, balance transfers, account information, loan requests and loan payments.
- Aimed for one call resolution by understanding customer needs and effectively resolving issues.
- Communicated effectively with all clients to establish financial wellness.
- Managed multiple systems simultaneously to enhance workflow efficiency.
- Engaged customers to establish rapport, provide information, and address objections as they arose.
- Showcased strong learning agility, flexibility, and adaptability to learn new things and apply them successfully.
Customer Service Associate
Bloboho
02.2022 - 05.2023
- Assisted customers with processing orders in-store and online.
- Used expert level communication skills to zero in on customer’s true needs.
- Communicated with customers via inbound and outbound calls and email.
- Built customer loyalty through fostering stronger relationships.
- Received positive feedback from customers in post-sales surveys.
- Utilized strong communication skills to identify and address customer needs.
- Fulfilled all retail clerk duties in boutique in-store and online.
- Cultivated customer loyalty by developing meaningful relationships.
- Coordinated email communications and marketing efforts across the store’s social media and website.
- Achieved positive customer feedback in post-sales surveys, reflecting satisfaction with service.
Room Attendant
Motor City Casino Hotel
03.2011 - 02.2020
- Executed thorough cleaning of hotel rooms and common areas, ensuring adherence to hotel standards.
- Responded to guest requests for service and supply replenishment.
- Collected lost and found and logged them into inventory.
- Assisted with laundry and disposed of waste and recyclables.
- Greeted guests and offered navigation support.
- Prioritized workload and assigned duties to meet deadlines.
- Conducts quality checks to ensure tasks are completed correctly by new hires.
- Improved team working skills by working with fellow employees to complete tasks.
- Compiled reports for management and managed housekeeping budget to support operational efficiency.
Education
HIGH SCHOOL Diploma -
DETROIT COMMUNITY HIGH SCHOOL
Detroit, MISkills
- Proficient with POS systems
- Payment processing
- Sales floor management
- Queue management
- Customer focus
- Attention to detail
- Time management
- Reliability and flexibility
- Skilled multitasker
- Tech savvy
- Problem solving
- Effective communication
- Interpersonal communication
- Active listening
- Organizational skills
- Online communications
Timeline
Retail Sales Associate/Solution Specialist
Verizon Wireless
08.2024 - Current
Customer Contact Center Representative
Voya
11.2022 - 09.2023
Customer Service Associate
Bloboho
02.2022 - 05.2023
Room Attendant
Motor City Casino Hotel
03.2011 - 02.2020
HIGH SCHOOL Diploma -
DETROIT COMMUNITY HIGH SCHOOL