Jennifer Grady
Grifton,North Carolina
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Diligent customer service associate skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Motivated customer service representative of 17 years which thrives in fast-paced environments. Works independently, with minimal supervision and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
Competent CSR driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Online Customer Service Associate
Promotional Software Solutions
Kinston, NC
06.2020 - Current
- Informed customers about special promotions and provided detailed information for various products.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered basic technical support for clients on wide range of company products.
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
Business Owner
Family Legacy
Kinston, NC
01.2019 - 06.2020
- Created and monitored promotional approaches to increase sales and profit levels.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Trained and coached new and existing employees to boost staff productivity.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Optimized team hiring, training and performance.
- Employed prompt decision-making and in-depth research to resolve issues.
On-line Customer Service Manager
Jk Ebooks
Kinston, NC
04.2012 - 12.2018
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed service procedures, policies and standards.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
Cashier
Jk Sweepstakes
Greenville, NC
03.2008 - 02.2012
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers complete purchases, locate items and join reward programs.
- Mentored new team members on sales software system operation.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Welcomed customers and helped determine their needs.
- Collected and authorized payments of guests.
- Tallied cash drawer at beginning and end of each work shift.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Commercial CSR
Allstate Insurance Co
Kinston, NC
05.2005 - 04.2008
- Provided primary customer support to internal and external customers.
- Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
- Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Recorded actions taken, issues resolved and Type information to effectively manage customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Verified and updated customer contact details in Software to build and maintain accurate customer database.
- Resolved Type issues over phone with Number customers daily.
Education
High School Grad -
South Lenoir High School
Deep Run, NC 06.2001 - 06.2005
Skills
Inbound and outbound calling
undefinedTimeline
Online Customer Service Associate
Promotional Software Solutions
06.2020 - Current
Business Owner
Family Legacy
01.2019 - 06.2020
On-line Customer Service Manager
Jk Ebooks
04.2012 - 12.2018
Cashier
Jk Sweepstakes
03.2008 - 02.2012
Commercial CSR
Allstate Insurance Co
05.2005 - 04.2008
High School Grad -
South Lenoir High School
06.2001 - 06.2005
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