Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Jeremiah Grant

Chicago,USA

Summary

Customer Success leader with 7+ years of experience in client engagement, support strategy, and process improvement. Proven ability to drive customer-centric KPIs. Experienced with Salesforce, HubSpot, Tableau, and Jira, with a track record of building scalable, high-impact support frameworks that enhance customer retention, and operational outcomes.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

OppFi
Chicago, IL
12.2022 - Current
  • Led IVR overhaul, increasing service levels from 50% to 95% and reducing transfer rates by 70%.
  • Reduced average handle time by 10% through targeted team training.
  • Streamlined performance reviews by implementing coaching templates and tracking tools.

Legal Operations Analyst

OppFi
Chicago, IL
02.2022 - 12.2022
  • Automated hardship approvals with Salesforce integration, reducing processing time by 20%.
  • Used Tableau to identify service gaps and drive proactive account interventions.
  • Provided technical assistance in troubleshooting issues related to operational systems.

Customer Associate

OppFi
Chicago, IL
02.2020 - 02.2022
  • Managed customer accounts and advised on loan optimization, improving repayment outcomes.
  • Proposed updates to payment flows, increasing committed agreements by 10%.
  • Resolved complex account issues in alignment with legal and compliance standards, reducing escalations and enhancing customer trust.

Education

Bachelor of Science - User Experience Design

Western Governors University
12.2026

Skills

  • Customer Success Management
  • Client Onboarding & Retention
  • CRM Tools: Salesforce, HubSpot, Mondaycom, Jira
  • KPI Management (CSAT, NPS, SLAs)
  • Process Optimization
  • Cross-Functional Collaboration
  • Team Leadership & Coaching
  • Data-Driven Insights & Reporting

Certification

  • Foundations of Project Management (Google)
  • Six Sigma White Belt (Aveta Business Institute)
  • HubSpot & Marketing AI Micro-Internship Program (HubSpot, 2025)

Timeline

Customer Service Supervisor

OppFi
12.2022 - Current

Legal Operations Analyst

OppFi
02.2022 - 12.2022

Customer Associate

OppFi
02.2020 - 02.2022

Bachelor of Science - User Experience Design

Western Governors University

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