JEREMY GRAHAM
Charlotte
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Efficient in CRM Salesforce and CSG tools as well as Microsoft Office.
Overview
7
7
years of professional experience
Work History
Customer Retention Specialist
CPI Security Systems Inc.
Charlotte, NC
11.2024 - Current
- Contributed to company growth by upselling additional products and services during support interactions.
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Played a pivotal role in achieving record-breaking customer retention rates year-over-year within the organization.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Support Specialist
Charter Communications, Spectrum
Charlotte, NC
01.2021 - 11.2024
- Resolved order issues by consulting with appropriate departments.
- Processed purchase orders from customers in a timely manner.
- Entered data into spreadsheets to track customer interactions and project progress.
- Provided administrative support to the sales team as needed.
- Adhered to established policies and procedures when handling customer information.
- Compiled data from multiple sources for use in presentations or other materials.
- Participated in weekly team meetings to discuss strategies for achieving goals.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
Customer Service Lead
Charter Communications, Spectrum
Charlotte, NC
02.2019 - 01.2021
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Maintained accurate records of customer interactions and transactions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Education
Some College (No Degree) - Project Management
University of Phoenix
Tempe, AZSkills
- Customer Relationship Management, Business Development, Complaint resolution, Customer Needs Assessment, Interpersonal Skills, Relationship Building
ACCOMPLISHMENTS
- Silver award winner 6x for top customer service performer
- MVP award winner 12x for top sales support specialist
Timeline
Customer Retention Specialist
CPI Security Systems Inc.
11.2024 - Current
Sales Support Specialist
Charter Communications, Spectrum
01.2021 - 11.2024
Customer Service Lead
Charter Communications, Spectrum
02.2019 - 01.2021
Some College (No Degree) - Project Management
University of Phoenix