Joy Michele Grimes
Winston-Salem,NC
Summary
Customer Service Specialist with proven ability to prioritize tasks and manage multiple responsibilities in high-pressure environments. Expertise in resolving escalated customer issues and maintaining high levels of customer satisfaction. Proficient in CRM systems, with strong active listening and multitasking skills. Recognized for building rapport with clients and contributing to team success through effective communication and collaboration.
Overview
9
9
years of professional experience
Work History
Customer Experience Coordinator
TJX Companies
Winston-Salem, North Carolina
08.2025 - Current
- Managed scheduling of customer service representatives during peak hours.Resolved escalated customer inquiries to ensure timely and effective solutions.Provided exceptional customer service to ensure customer satisfaction.Identified opportunities to improve the customer experience process.aAssisted customers with returning items and understanding applicable policies.
- Resolved escalated customer inquiries to ensure timely and effective solutions.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities to improve the customer experience process.a
- Assisted customers with returning items and understanding applicable policies.
- Dealt with complex concerns and developed successful resolutions satisfying business requirements and customer needs.
- Assisted customers with product selection, ordering, returns and refunds.
- Managed check-out operations and upheld high standards of customers service.
Pricing donations
Goodwill NWNC
Winston-Salem, North Carolina
09.2023 - 08.2025
- Streamlined product placement and pricing strategies in collaboration with management team.
- Researched industry pricing strategies to enhance marketplace competitiveness.
- Executed price adjustments and updated pricing databases as needed.
Store Manager
Dollar General Corporation
04.2021 - 09.2023
- Provide continuous attention to development of staff
- Create final implementation work plan for rollout of solutions
- Utilize merchandise fixtures properly including presentation, product pricing and signage
- Apply basic principles of retail (e.g., ordering cycles, peak inventories, merchandise flow)
- Assist with store merchandising by facilitating and/or participating in staging, stocking and storage of merchandise; ensuring that merchandise is presented according to established practices and store manager direction
- Ensure that store is adequately equipped with tools necessary to perform required tasks
- Recommend pay rates and advancement
- Assist in ensuring the financial integrity of the store through strict cashier accountability, key control and adherence to company security practices and cash control procedures
- Bending, stooping and kneeling to run check out station, stock merchandise and unload trucks
- Maintain positive trends and ensure compliance with company Standard Operating Procedures manual, policies and work processes
- Identify sources of opportunity and/or develop solutions
- Create merchandise signage, to obtain and email data and information
- Manage all employees and processes in a high sales volume retail store carrying a balanced combination of food and general merchandise
- Perform miscellaneous analyses and projects
- Completing all paperwork and documentation according to guidelines and deadlines
- Staffed and opened and closed in a timely manner each day based on the store's posted store hours
Customer Service Representative
Vitacost
07.2019 - 04.2021
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
- Refer unresolved customer grievances to designated departments for further investigation.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Solicit sales of new or additional services or products.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Staffing Consultant
At Work Personnel
01.2017 - 07.2019
- Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
- Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's personnel policies and practices.
- Identify staff vacancies and recruit, interview and select applicants.
- Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
- Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations.
- Investigate and report on industrial accidents for insurance carriers.
- Advise managers on organizational policy matters, such as equal employment opportunity and sexual harassment, and recommend needed changes.
- Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
- Conduct exit interviews to identify reasons for employee termination.
- Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
- Analyze training needs to design employee development, language training, and health and safety programs.
- Prepare personnel forecast to project employment needs.
- Administer compensation, benefits and performance management systems, and safety and recreation programs.
- Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.
- Allocate human resources, ensuring appropriate matches between personnel.
- Plan, organize, direct, control, or coordinate the personnel, training, or labor relations activities of an organization.
- Provide current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion, and employee benefits.
- Provide terminated employees with outplacement or relocation assistance.
Education
High School Diploma -
Central Davidson High
Lexington, NC06-1991
Skills
- Scheduling management
- Customer service excellence
- Conflict resolution strategies
- Process optimization
- Product expertise
- Relationship management
References
References available upon request.
Timeline
Customer Experience Coordinator
TJX Companies
08.2025 - Current
Pricing donations
Goodwill NWNC
09.2023 - 08.2025
Store Manager
Dollar General Corporation
04.2021 - 09.2023
Customer Service Representative
Vitacost
07.2019 - 04.2021
Staffing Consultant
At Work Personnel
01.2017 - 07.2019
High School Diploma -
Central Davidson High