Clarece Grant
Jacksonville,FL
Summary
A dynamic and professional individual with a proven track record at Citibank. Consistently enhanced customer satisfaction through exceptional service and active listening. Leveraged critical thinking skills and proficiency in Microsoft Excel to successfully optimize processes, leading to significant improvements in efficiency. Expertise in CRM and quality control consistently delivers results that exceed expectations.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Citibank
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Assist with credit / debit card inquiries as well as fraudulent activities
- Monitored resolution outcomes to ensure customer service excellence.
Customer Associate I
FIS Global Incorporation
- Exhibited high energy and professionalism when dealing with clients and staff.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Balancing workload efficiently by prioritizing tasks based on urgency or importance.
Digital Analyst
Genpact
- Identified new opportunities for online advertising by researching industry trends and monitoring market developments.
- Implemented advanced analytics tools to track customer journeys, improving overall user experience.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Optimized digital marketing campaigns by analyzing performance data and identifying areas for improvement.
Patient Care Coordinator
Family Care Partners
06.2023 - 11.2024
- Provided exceptional patient care.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
- Facilitated coordination among diverse teams to achieve seamless transitions in treatment plans, improving patient care consistency.
- Implemented a more efficient system for managing medical records, resulting in faster access to crucial information during patient visits.
Education
Diploma -
Florida Career College
Jacksonville10.2023
Highschool Diploma -
Samuel Wolfson Highschool
Jacksonville06.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Microsoft Excel
- Payment processing
- Scheduling
- Product knowledge
- Appointment scheduling
- Documentation
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Quality control
Timeline
Patient Care Coordinator
Family Care Partners
06.2023 - 11.2024
Customer Service Representative
Citibank
Customer Associate I
FIS Global Incorporation
Digital Analyst
Genpact
Diploma -
Florida Career College
Highschool Diploma -
Samuel Wolfson Highschool
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