Geoffrey Grimrose
Summary
Experienced and personable Senior Customer Service Executive with a strong track record of enhancing customer satisfaction levels and driving business performance. Known for a straightforward and friendly demeanor, excellent problem-solving abilities, and effective communication skills. Successfully handled and analyzed customer complaints while designing innovative customer service strategies over the past 10 years. Dedication lies in creating a positive impression on customers, ultimately building and retaining a loyal customer base.
Overview
9
9
years of professional experience
Work History
Customer Service Call Center Manager/Customer Success Manager
Package Concierge
08.2021 - Current
- Oversee all Call Center Operations with a diverse workforce of CSS Representatives and Team Supervisors, and Customer Success Managers located remotely all throughout the U.S
- Organized and balanced multiple priorities within a fast-paced environment. Collaborating with a diverse set of internal parties and stakeholders, as well as high stakes external clientele.
- Upkeep Call Center reporting (KPIS) to proactively identify areas requiring attention and track ongoing trends.
- Continual improvement focused, always aiming to find new ways to improve in all areas of work with a proven track record of success.
- Extensive experience Implementing scalable, extremely effective QA and Coaching programs that focus on continuous skill development, adherence to company policies. Without forgetting the importance of client experience in all interactions.
- Established a culture of accountability within all departments by setting clear expectations, providing constructive feedback, and recognizing top performers
- Developed strong relationships with clients by addressing their concerns promptly and providing timely solutions that exceed expectations
- Supporting a client list of 1600+ with a team of 3 Client Service Managers
- Managed daily operations to ensure optimal call center performance, meeting or exceeding key performance indicators consistently
- Average of 16,000 interactions monthly
- Drive customer retention efforts through cross department support efforts, and proactive outreach initiatives aimed at strengthening relationships with existing clients during periods of account changes or potential attrition risks
- Create scalable, detailed customized lesson plans tailored to individual strengths and areas for growth.
- Write and upkeep an extensive knowledge base of standard operating procedures for staff reference as well as customer facing help articles and training content
Call Center Program Manager
FCR
11.2015 - 08.2021
- Extensive Quality Assurance Program Management: Providing scaling options to handle volumes of 1000+ QAs a month
- Escalated Verbiage Writing. Working with legal departments to ensure customer facing verbiage is withing company voice. Building extensive phone and email templates for both front facing and escalated scenarios.
- RTA Support and Workforce Management, real time analysis, providing direct support and work force analysis solutions for multiple teams of 50-100
- Executive Level Client Relationship Management: Supporting executive level clients building entire CS program from scratch in both SaaS, and On-Premise selling environments
- Supporting multiple teams ranging 100+ colleagues with scaling leadership structure within
- Large Scale Training Program Management: Training development and delivery experience in an online and in a classroom environment for large classes of CS Specialists
- Recruitment and Interviewing (Direct and on Client behalf): Supporting clients in hiring candidates based on their needs and wants while supporting company financial goals
- Inbound and Outbound Sales Management: Experience scaling sales teams from nothing, with proven success with team average conversion of 80% inbound, and 45% outbound with warm leads in an SaaS environment.
- Experience in lead generation, Sales Strategy development, and Sales oriented training development.
- Leadership and Colleague Development and performance evaluation experience having mentored numerous members of leadership ranging from entry level positions to call center/ Customer Success Managers
Education
Bachelor of Science - Info Technology, Business Admin, And Robotics
Southern New Hampshire University
Hooksett, NH06-2022
Skills
- Quick paced scaling training and development experience for large and small groups
- KPI, Operations, and Executive focused data management
- Executive focused presentation and public speaking
- Large scale project Management Experience
- Complex High Pressure Problem Solving Experience
- Extensive CRM and CRM Integration experience (Salesforce, Zendesk, Talkdesk)
- Delegation and supervision
- Goal setting and tracking
- Workforce management
- Technical support
Timeline
Customer Service Call Center Manager/Customer Success Manager
Package Concierge
08.2021 - Current
Call Center Program Manager
FCR
11.2015 - 08.2021
Bachelor of Science - Info Technology, Business Admin, And Robotics
Southern New Hampshire University
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