Imani Grisham
Rochester,NY
Summary
Dynamic professional with extensive experience in customer service and operations at Spectrum. Skilled in issue resolution and data entry, I perform well in high-pressure environments, ensuring customer satisfaction. Recognized for effective communication and de-escalation techniques, I am also always seeking for advancement opportunities to strengthen and expand my professional skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Small Bus Operator
Rochester Regional Transit Service
Rochester, NY
11.2024 - Current
- Drives vehicles over routes or to destinations, complying with traffic regulations, to provide a smooth and safe ride for passengers.
- Uses GPS navigation to follow routes and avoid potential construction or traffic delays.
- Collects fares from passengers.
- Answers customer inquiries regarding transit services, schedules, directions.
- Monitors traffic conditions along assigned routes and adjusted speed accordingly.
- Follows established protocols for dealing with disruptive passengers, or other incidents, aboard buses.
- Conducts pre-trip and post-trip vehicle inspections to ensure operational safety.
- Completes accident and incident reports accurately and legibly at end of scheduled shifts.
- Notifies Radio Control of any unforeseen circumstances, or to assist.
- Assist passengers in loading wheelchairs or other mobility aids.
Personal Care Assistant
Angels In Your Home
06.2023 - 11.2024
- Giving emotional support and companionship for client.
- Assisting client with dressing guidance, grooming, meal preparation, and medication reminders.
- Assisting client with any daily living needs.
- Engaging patient in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisting with running errands, household chores, and general wellness.
- Remaining alert to problems or health issues of clients and competently responded.
- Cleaning clients house, run errands, managing laundry, and completing weekly grocery shopping.
- Scheduling and accompanying client to medical appointments.
- Take out trash to dumpster.
RSC Rep III
Spectrum
06.2017 - 01.2023
- Handled customer escalations regarding dissatisfaction of appointments
- Monitored ETD tickets to meet SLA requirement
- Navigated through technical systems to complete dynamic assignments and actively and consistently supported all efforts to simply and enhance the customer experience.
- Identified customer needs by asking questions and advising on best solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded proactively and positively to rapid change.
- Trained new employees.
- Followed-through on all critical inter-departmental escalations to diminish repeat calls.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled outbound and inbound calls.
CMS Teller
Loomis
06.2016 - 05.2017
- Processed customers daily cash, coin, and check deposits.
- Perform simple computer data entry.
- Conducted deposit verification and/or change order preparation using specialized counting equipment and procedures.
- Separated currency, coin, and/or check deposits received from bank, ATM, and/or commercial customers providing accurate count by denomination.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Monitored and reported suspicious activity on customer accounts, in line with bank security policies.
- Immediately reported cash counterfeits.
Prepared Foods Team Member
Wegmans
01.2012 - 06.2016
- Provided excellent service while preparing customized/desired meal for customers.
- Ensured the Chef’s case is filled
- Checked and changed expiration dates, temp food
- Followed all Food Safety and Sanitation procedures
- Took and recorded temperatures of food, refrigerators and freezers.
- Stored food in designated containers and storage areas to prevent spoilage.
- Observed food safety and sanitation protocols to reduce germ spread.
- Cleaned chefs case area.
- Rotated task with team.
Education
Commercial Drivers License Completion Of Training Certificate -
Rochester Regional Transit Center
Rochester, NY12-2024
Sophomore - Liberal Arts in Business Administration
Finger Lakes Community College
Canandaigua, NY01.2016
Skills
- Call Center Operations
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Service
- Calm and Professional Under Pressure
- De-escalation Techniques
- Call Documentation
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Verbal and Written Communication
- Responding to Difficult Customers
Certification
- NCTI progression course, Charter communications - 2020
- Shear Ego, Nail Specialty Class Completion Certificate - 2024
Timeline
Small Bus Operator
Rochester Regional Transit Service
11.2024 - Current
Personal Care Assistant
Angels In Your Home
06.2023 - 11.2024
RSC Rep III
Spectrum
06.2017 - 01.2023
CMS Teller
Loomis
06.2016 - 05.2017
Prepared Foods Team Member
Wegmans
01.2012 - 06.2016
Commercial Drivers License Completion Of Training Certificate -
Rochester Regional Transit Center
Sophomore - Liberal Arts in Business Administration
Finger Lakes Community College
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