Crystal Grimm
Billings,MT
Summary
Over twenty years of experience in the mortgage, auto, and insurance industry offering calm, decisive communication, and excellent customer service, seeking employment in the an office setting
Overview
21
21
years of professional experience
Work History
CSR
Critelli Glass
05.2022 - 09.2023
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Manager
Urban Lending Solutions LLC
01.2013 - 05.2015
- Trained new hire in sales procedures
- Negotiated deals to reduce refunds
- Provided top notch customer service
- Resolved escalated phone calls
- Maintained customer retention standards
- Liaised accounts with underwriting
- Evaluated accounts to provide excellent service
Spa Manager
Essence of Touch Spa
02.2012 - 12.2012
- Developed budget for profitable operations
- Fostered employee performance and hiring
- Managed a team of 16 massage therapists
- Created programs focused on client objectives
- Rebranded digital outreach with social media
- Drove sales with digital media content
- Maintained client documentation
- Facilitated company transactions with QuickBooks
CSR, Sales
Elite Auto Glass
06.2002 - 05.2011
- Answered 100+ inbound calls per day
- Processed and prepared customer paperwork
- Reported customer feedback to management
- Exceeded employment objectives set by manager
- Achieved records sales goals for the company
- Trained 10 new hires each quarter in sales
- Recommend merchandise placement for stores
- Answered constant flow of customer calls with minimal wait times.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
Associate of Arts in Master - Aesthetician
Heritage College
Skills
- Credit card processing
- MS Office suite
- QuickBooks
- Customer Service
- Sales
- Conflict resolution
- Call center procedure
- Business development
- Stockroom, invoicing, clerical support
- Training
- Coaching
- Call centers
- In-store training
Timeline
CSR
Critelli Glass
05.2022 - 09.2023
Customer Service Manager
Urban Lending Solutions LLC
01.2013 - 05.2015
Spa Manager
Essence of Touch Spa
02.2012 - 12.2012
CSR, Sales
Elite Auto Glass
06.2002 - 05.2011
Associate of Arts in Master - Aesthetician
Heritage College
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