Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Imari Graham

Detroit,MI

Summary

Proactive and dedicated Remote Customer Service Specialist with 8+ years of experience in various industries. Skilled in defining strategies and utilizing technology to achieve business outcomes. Expert in managing full customer support project lifecycle and bridging communication gaps between technical and commercial teams. Strong track record of building relationships with key stakeholders at all management levels. Adaptable problem-solver with a keen eye for detail. Seeking work from home Call Center and/or Customer Service positions to provide value and contribute to the success of your organization.

Overview

16
16
years of professional experience

Work History

Driver

DoorDash
Detroit, Michigan
03.2024 - Current
  • Delivered packages to customers in a timely and efficient manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
  • Stayed up-to-date on changing local roads and construction areas that may affect routes.
  • Transported and safely delivered items to prevent damage or loss.
  • Handled merchandise in accordance with product handling standards.
  • Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
  • Delivered rush merchandise on tight schedules to meet customer targets.
  • Utilized GPS and maps for efficient route planning.

Driver

Uber Eats
, Michigan
02.2024 - Current
  • Delivered packages to customers in a timely and efficient manner.
  • Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
  • Delivered goods and services to customers on time and in excellent condition.
  • Responded to customer inquiries in a timely manner via phone or text message.
  • Provided friendly customer service during trips, including offering assistance with luggage loading and unloading and answering questions about local attractions.
  • Displayed excellent time management skills by arriving at pickup locations early or on time.

Instacart Shopper

Instacart
Detroit, MI
02.2024 - Current
  • Greeted customers and responded to inquiries in a friendly and professional manner.
  • Prepared orders for delivery, including selecting items from shelves, bags and boxes.
  • Verified product quality and quantity against customer orders.
  • Processed payments accurately and efficiently.
  • Loaded groceries into customers' vehicles in a safe manner.
  • Provided exceptional customer service throughout the shopping experience.
  • Monitored expiration dates on items to guarantee freshness for customers.
  • Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce, and meat, and delivered groceries on-time to exact location specified.
  • Delivered food items to customers in a timely manner, following all safety protocols.
  • Ensured proper storage of food items during delivery process and maintained temperature integrity.

Electrical Vehicle Concierge

General Motors
Detroit, MI
01.2022 - 07.2023
  • Company Overview: Aerotek Recruiting & Staffing Agency, Detroit, MI
  • Served as the product specialist for the Bolt EV, Bolt EUV, Hummer EV, and additional EVs in the future
  • Learned about EV products and used that knowledge to answer customer questions on features and specifications of the vehicle
  • Implemented customer support processes to enhance customer satisfaction
  • Assisted customers via chat support, phone, and email with the product, reservation, ordering, dealership, service, home-charging, and recall-related questions
  • Took ownership of customer interaction and ensured that all customer questions were answered
  • Stayed updated on the latest developments in the electrical vehicle industry and shared relevant information with customers, keeping them informed about new features, technologies, and advancements in the market
  • Coordinated with dealership partners to ensure a smooth customer experience, including resolving any issues or concerns related to vehicle delivery, financing, and service
  • Aerotek Recruiting & Staffing Agency, Detroit, MI

Customer Service Representative I

HomeScript Pharmacy Services
Troy, MI
12.2019 - 12.2020
  • Company Overview: Aerotek Recruiting & Staffing Agency, Troy, MI
  • Welcomed customers in a friendly, professional manner using the suggested script
  • Answered telephonic and e-mail inquiries in a timely manner
  • Furnished members and health care practitioners with details regarding members' benefits
  • Advised members of outstanding co-payments
  • Provided extant and prospective members with the details of network providers
  • Responded to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
  • Provided assistance to members and/or providers regarding website registration and navigation
  • Documented all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
  • Processed written customer correspondence and provide the appropriate level of timely follow up
  • Maintained performance and quality standards based on established call center metrics including turn-around times
  • Aerotek Recruiting & Staffing Agency, Troy, MI

Technical Support Representative

Associated Community Services
Southfield, MI
07.2014 - 12.2015
  • Provided exceptional customer service and campaign information to donors
  • Received a promotion to higher division to provide customer service to all preferred donors and charities
  • Provided the customer with resolution choices
  • Delivered service and support by operating automated call distribution phone software using the internet
  • Managed operating three phone conversations while using three separate headsets and three separate keyboards

Sales Associate & Customer Service

Tjx Companies, Inc
Allen Park, MI
11.2008 - 08.2014
  • Greeted customers, responded to questions, improved engagement with merchandise and provided outstanding customer service
  • Operated cash registers, managed financial transactions, and balanced drawers
  • Maintained an orderly appearance throughout the sales floor
  • Introduced promotions and opportunities to customers
  • Managed the customer support department's day-to-day functions
  • Responded to escalated customer support issues
  • Implemented customer support processes to enhance customer satisfaction

Education

Bachelor of Arts - Journalism and Screen Studies

University of Michigan
Dearborn, MI
08.2019

Skills

  • Customer Service
  • Data Entry
  • Problem-Solving
  • Customer Support
  • Multi-tasking
  • Computer Proficiency
  • Research
  • Client Retention
  • Data Management
  • Critical Thinking
  • Relationship Management
  • Communication Skills
  • Decision Making
  • Attention to Detail
  • MS Office
  • Online Chat Support
  • Team Collaboration
  • Adaptability

Personal Information

Title: Remote Customer Service Specialist

Timeline

Driver

DoorDash
03.2024 - Current

Driver

Uber Eats
02.2024 - Current

Instacart Shopper

Instacart
02.2024 - Current

Electrical Vehicle Concierge

General Motors
01.2022 - 07.2023

Customer Service Representative I

HomeScript Pharmacy Services
12.2019 - 12.2020

Technical Support Representative

Associated Community Services
07.2014 - 12.2015

Sales Associate & Customer Service

Tjx Companies, Inc
11.2008 - 08.2014

Bachelor of Arts - Journalism and Screen Studies

University of Michigan

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Imari Graham