JAMES GRIM
Orcutt,CA
Summary
Hardworking customer service professional focused on satisfaction and retention. Works quickly to address challenges and uses critical thinking and resourceful nature to manage complex concerns. Answers questions, resolves issues and exceeds established service standards.
Overview
16
16
years of professional experience
Work History
Psychiatric Crisis Dispatcher
Sierra Mental Wellness Group
San Luis Obispo
04.2024 - Current
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Provided excellent service to patients through personable communication.
- Maintained accurate records of all interactions with clients using electronic health records software.
- Coordinated with external agencies to facilitate community-based support for patients.
- Adhered to HIPAA regulations when handling confidential client information.
- Maintained accurate and detailed records of patient care, condition, progress, and concerns.
- Documented patient interactions in compliance with HIPAA requirements.
- Participated in team meetings discussing changes in procedures or processes.
- Communicated regularly with dispatch personnel throughout the day.
- Developed strategies for improving efficiency within the dispatch department.
- Trained new dispatch staff on company policies, software, and best practices for effective dispatch management.
- Performed data entry into dispatch system software.
Dispatcher / Scheduling Coordinator
Ride-On Transportation/United Cerebral Palsy
San Luis Obispo
05.2022 - 03.2024
- Communicated with drivers to provide assignments or exchange information
- Answered phones and provided directions or reroutes to avoid construction or other delays
- Received service requests, prioritized responses, and optimized utilization of team resources in dispatching personnel
- Confirmed organization and proper sequence of loads delivered to maximize efficiency
- Monitored vehicle locations and statuses using GPS tracking systems
- Prioritized emergency calls and dispatched appropriate personnel as needed
- Monitored call needs and dispatched accordingly, communicating special instructions to drivers
- Assisted drivers in navigating unfamiliar areas or finding alternate routes.
Customer Care Advisor
Den-Mat
Lompoc
12.2020 - 02.2022
- Utilized strong listening skills to understand customer concerns and empathize with their situation
- Received and resolved or escalated customer issues and inquiries
- Setup lab cases for patients
- Created lab orders
- Managed large volume of daily calls while maintaining high customer satisfaction rate
- Assisted with resolving order issues, including returns, exchanges, and cancellations
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support.
Dispatcher
Advantage Answering Plus
San Luis Obispo
02.2020 - 12.2020
- Professionally greet callers, provide and request required information, document information and transfer incoming calls or take messages as necessary
- Relay and route critical messages to on-call personnel by prioritizing emergency calls, paging individuals to inform of emergencies and utilizing call center tools to ensure the right person receives the right message at the right time
- Received service requests, prioritized responses and optimized utilization of team resources in dispatching personnel
- Observed established procedures and guidelines to properly dispatch work orders.
Client Success Manager / Onboarding Specialist
Payality
Los Osos
01.2018 - 01.2019
- Helped implement structure for onboarding
- Coordinated smooth onboarding for new clients by developing and executing professional, engagement-focused plans
- Built strong, personal, relationships with customers as trusted advisor, resulting in customer loyalty
- Created detailed reports on account progress, challenges faced, and opportunities for growth
- Established high level of technical and business acumen, professionalism and trust across multiple customers.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Software Support Specialist
Mindbody
Santa Maria
09.2014 - 10.2018
- Made sure businesses were utilizing the software properly
- Submit and respond to tickets based on client request
- Troubleshoot hardware such as printers and cash drawers
- Would submit software bugs
- Helped clients with Billing Inquiries
- Answered inbound and outbound calls
- Created and maintained knowledge base articles for common issues
- Would assist with iOS and Android troubleshooting
- Resolved technical issues via phone, and email.
VOIP Business Support Team Lead
Fusion Contact Centers
Santa Maria
12.2012 - 08.2014
- Would assist Residential and Business VOIP systems
- Would assist clients with IVR setup
- Helped clients login to routers and modems
- Helped assist clients with setting up Static and Dynamic IP's
- Assisted clients on setting up firewalls in their routers/modems
- Assisted clients on setting up Polycom phones and devices
- Setup client hardware for complete functionality
- Managed client relationships through regular communication and progress updates.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered positive employee relationships through communication, training, and development coaching.
Residential Customer Support
Fusion Contact Centers
Santa Maria
02.2009 - 07.2010
- Supported customers needing help with setting up accounts, processing payments and correcting errors
- Served customers with fast responses to telephone calls, and email requests
- Secured consistent customer sales with knowledgeable, friendly support.
Education
Allan Hancock College
Santa Maria, CA01.2008
H.S. Diploma - General Studies -
Delta Hgh School
Orcutt, CA01.2007
Skills
- Time Management
- Computer Literacy
- Technical Support
- Problem Solving
- Account Management
- Call Center Experience
- Escalation management
- Telephone Etiquette
- Multitasking
- Data Entry
- Customer Relations
- Dispatch Coordination
References
- Alex Contreras, 805-868-6367
- Aaron Silviera, 805-825-9944
- Adrian Navarro, 805-868-0117
- Hugo Morreno, 805-598-9366
- Kevin Harris, 805-314-5979
Timeline
Psychiatric Crisis Dispatcher
Sierra Mental Wellness Group
04.2024 - Current
Dispatcher / Scheduling Coordinator
Ride-On Transportation/United Cerebral Palsy
05.2022 - 03.2024
Customer Care Advisor
Den-Mat
12.2020 - 02.2022
Dispatcher
Advantage Answering Plus
02.2020 - 12.2020
Client Success Manager / Onboarding Specialist
Payality
01.2018 - 01.2019
Software Support Specialist
Mindbody
09.2014 - 10.2018
VOIP Business Support Team Lead
Fusion Contact Centers
12.2012 - 08.2014
Residential Customer Support
Fusion Contact Centers
02.2009 - 07.2010
Allan Hancock College
H.S. Diploma - General Studies -
Delta Hgh School
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