Jamaal Grimes
Auburn,WA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in problem-solving and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction through attentive service and effective issue resolution.
Overview
9
9
years of professional experience
Work History
Utility Account Representative
City Of Seattle
Seattle, WA
02.2023 - Current
- Receive and respond to service and billing inquiries from residential and commercial utility customers regarding water, sewer, drainage, solid waste, and electric services by telephone, in-person, and through written correspondence in a professional and timely manner with minimum customer effort.
- Research and analyze account information to accurately answer customer questions and resolve customer concerns.
- Create and update customer account records, document information regarding customer interactions in utility billing system.
- Assist customers in resolving delinquent accounts and establishing payment plans, when applicable.
- Provide income-eligible customers information regarding rate discount and payment assistance programs to help reduce utility costs.
- Accurately and effectively handle a high volume of customer calls throughout the day.
- Ability to be a critical thinker, problem solver, and good listener with empathy to seek positive solutions.
- Maintained confidentiality of sensitive information, adhering to strict privacy guidelines while handling client documents.
Community Outreach Specialist
Integration Family Services
Seattle, WA
06.2019 - 02.2023
- Client interaction to identify needs, refer resources as appropriate for assistance, and follow-up if required
- Assist participants to connect with appropriate community resources and advocacy for goals
- Address barriers and work on building client housing goals, locate housing that is in the client's location of choice
- Process client applications for assistance programs via phone and online.
- Offered community resource guidance to clients to meet family needs for assistance.
- Conducted outreach to local referral sources to build strong partnerships for supportive services.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
Cashier
Doug Fox Parking
SeaTac
10.2016 - 06.2019
- Greeting customers, assisting with inquiries, and providing a shuttle to go to the airport.
- Scanning or manually entering items, processing payments (cash, credit/debit cards, mobile payments), and issuing receipts.
- Informing customers about promotions, discounts, or loyalty programs, and encouraging additional purchases.
- De-escalating tense situations, empathizing with frustrated customers, and finding resolutions that meet their needs while adhering to company policies.
Program Associate Intern
RAINIER VALLEY CORPS
Seattle, WA
09.2015 - 06.2016
- Provide information or refer individuals to public or private agencies or community services for assistance
- Advise clients regarding food stamps, childcare, food, money management, sanitation, or housekeeping
- Assist in locating housing for displaced individuals
- Assist clients with preparation of forms, such as tax or rent forms
- Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts, to help children who face problems such as disabilities, abuse, or poverty
- Maintain case history records and prepare reports.
Education
Bachelor of Arts - Social Work
University of Washington
Seattle, WA06.2016
Skills
- Proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
- Proven history of providing exceptional customer service and building long lasting client partnerships
- Individual Case Management
- Excellent Written and Oral Communication Skills
- Interviewing clients
Timeline
Utility Account Representative
City Of Seattle
02.2023 - Current
Community Outreach Specialist
Integration Family Services
06.2019 - 02.2023
Cashier
Doug Fox Parking
10.2016 - 06.2019
Program Associate Intern
RAINIER VALLEY CORPS
09.2015 - 06.2016
Bachelor of Arts - Social Work
University of Washington
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