GRENISHA CRAIG

• Ensured service satisfaction.
• Handling inquiries via phone, live chat, email, and occasionally video calls.
• Troubleshooting technical problems, managing billing disputes, or tracking orders.
• Guiding customers on how to use products or services to get the most value from them.
• Documenting interactions in CRM systems like Salesforce or Zendesk to ensure a paper trail for future support.
• Ensured timely follow-ups.
• Assisted in planning a customer success initiative.
• Received positive reviews.
• Quickly adapted to handling complex issues.
• Maintained a high-priority escalation management system.
• Assisted customers in navigating healthcare plans, ensuring understanding of benefits and services available.
• Responded to customer inquiries via phone and email, providing accurate information and support.

• Assisted customers with inquiries and account management to enhance satisfaction.
• Resolved issues through effective communication and problem-solving techniques.
• Processed transactions accurately while adhering to company protocols.
• Maintained detailed records of customer interactions and feedback for quality assurance.
• Provided accurate information about products and services to enhance customer satisfaction.
• Assisted customers with inquiries and resolved issues efficiently.
• Processed transactions using CRM software to maintain accurate records.
• Collaborated with team members to streamline service delivery processes.
• Maintained a positive attitude while managing high call volumes and customer demands.

Onboarding: Orchestrated the seamless rollout of across 15 school districts, ensuring 100% of staff were trained before the academic start date.

• Retention: Maintained a 98% renewal rate for a $2M account portfolio by identifying "at-risk" schools and implementing custom success plans.

• Training: Developed and delivered monthly virtual workshops for K-12 administrators, resulting in a 40% increase in feature utilization.

• Support: Resolved an average of 50+ high-priority inquiries weekly, maintaining a CSAT (Customer Satisfaction) score of 4.9/5.0.

• Collaboration: Partnered with Product Teams to relay teacher feedback, leading to 3 key UI updates that reduced user friction by 15%.

• Developed tailored solutions to enhance client satisfaction and retention rates.
• Facilitated customer engagement through effective communication and problem-solving techniques.
• Created engaging content for customer communications, enhancing overall experience quality.
• Analyzed client data to identify trends, driving targeted outreach initiatives.
• Assisted in training new team members on engagement strategies and customer interaction protocols.
• Managed inquiries and concerns, ensuring timely resolution and follow-up with clients.