Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CIARA GRAYSON

Houston,TX

Summary

Detail-oriented and customer-focused professional with over ten years of experience in customer service, sales, and account management. Strong communication and problem-solving skills with a background in handling customer inquiries, resolving issues, and providing excellent service. Adept at using Microsoft Office, CRM software, and other digital tools. Currently transitioning into the tech industry with experience in business analysis, quality assurance, and front-end web development. Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor (Remote)

G Code House
Boston, MA
03.2024 - Current
  • Cross-trained in multiple departments for comprehensive company understanding and training of new employees
  • Managed customer service requests via phone and email support
  • Customized CRM using up-to-date tools for efficient workflows
  • Documented customer correspondence in CRM to track requests, issues, and solutions
  • Collaborated with internal teams to understand changing business needs and strategies
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Recruited qualified personnel when needed for open positions within the department.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.

Data Entry/Account Administrative Representative

CashPool
Houston, TX
03.2023 - 03.2024
  • Entered and validated data in the company database
  • Utilized automated information aggregators to update the database
  • Generated data reports and performed backups
  • Supported data entry across departments as needed
  • Contract position
  • Developed strong relationships with customers through excellent communication skills.
  • Generated customized reports upon request from internal stakeholders.
  • Assisted in the preparation of monthly invoices and statements for customers.
  • Implemented program to create daily spreadsheets and streamline financial reporting.
  • Prepared weekly and monthly reports detailing accounts receivable activity for senior management review.
  • Developed procedures to streamline processes related to accounts receivable management.
  • Reconciled bank accounts on a daily basis to ensure accuracy of all transactions.
  • Managed customer inquiries regarding billing issues and account status in a professional manner.
  • Ensured compliance with relevant federal regulations when dealing with customer information.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.
  • Performed financial calculations for amounts due, interest charges and balances.
  • Reconciled computer reports with manually maintained ledgers.
  • Identified areas of improvement in existing processes, developed solutions, and implemented changes accordingly.
  • Checked postings and documents for correctness, accuracy and proper coding.

Customer Services Representative

Bottega Veneta/ Kering Group
King Of Prussia, PA
11.2021 - 03.2023
  • Supported sales team members to drive growth and development.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Developed positive relationships with customers through friendly interactions.
  • Mentored junior team members and managed employee relationships.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed strong customer relationships to encourage repeat business.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Led on- and off-site customer support teams across multiple time zones.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Senior Billing Resolution Specialist (Remote)

Discover Financial Services
New Castle, DE
02.2018 - 11.2021
  • Entered and validated data in the company database
  • Utilized automated information aggregators to update the database
  • Generated data reports and performed backups
  • Supported data entry across departments as needed
  • Ensured compliance with company policies governing billing resolution activities.
  • Identified areas of improvement within current billing resolution processes and recommended solutions accordingly.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.
  • Answered customer questions regarding account discrepancies or problems.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Monitored progress of open cases regularly and updated stakeholders accordingly.
  • Provided support to other departments regarding billing-related questions or requests for information.
  • Received payments and posted amounts to customer accounts.
  • Reviewed and processed customer billing inquiries and disputes.
  • Trained new team members on best practices when it comes to resolving customer billing issues.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Researched and resolved complex customer billing issues in a timely manner.

Education

A.A -

Art Institute of Philadelphia
Philadelphia, PA
12.2018

Skills

  • Efficient and Detail-Oriented
  • Customer Success & Relationship Management
  • Supervisory Experience
  • Sales and Email Support
  • Salesforce & Zendesk
  • Order and Refund Processing
  • Data Entry and Microsoft Office
  • CRM Software
  • LiveChat & Technical Support
  • Billing and Problem Solving
  • Team Leadership and Training
  • Conflict resolution
  • Team collaboration
  • Billing resolution
  • Time management
  • Customer relationship management
  • Analytical thinking
  • Leadership skills
  • Escalation management
  • Cross-functional collaboration
  • Adaptability and flexibility

Certification

Certified Scrum Master, CSM

Timeline

Customer Service Supervisor (Remote)

G Code House
03.2024 - Current

Data Entry/Account Administrative Representative

CashPool
03.2023 - 03.2024

Customer Services Representative

Bottega Veneta/ Kering Group
11.2021 - 03.2023

Senior Billing Resolution Specialist (Remote)

Discover Financial Services
02.2018 - 11.2021

A.A -

Art Institute of Philadelphia

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CIARA GRAYSON