Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kristy Grissom

Cumming,GA

Summary

A hard working individual with an amazing work ethic as well as being a team player. Works well under pressure and meeting deadlines. Enjoys having responsibility and succeeds from being extremely organized and highly motivated. A known clear communicator and who also has a wide array of knowledge in different types of office/business environments. Effective at operating within company regulations to manage telephone calls, emails, letters and in-person requests for assistance.

Overview

17
17
years of professional experience

Work History

CFA CARES Supervisor

Sertec
06.2020 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Coached up to 40 team members to deliver hospitable, professional service while adhering to set service models.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

Floor Support/ ERT Supervisor

Verizon Wireless
02.2017 - 01.2019
  • Escalation Certified.
  • Performed Supervisor Escalation Calls
  • Training of over 300 new agents, ensuring when they leave from my team to production their skill level will set them for success.
  • Teaching knowledge on how to handle several different types of calls from basic customer service issues,technical support , deescalating customers, researching and isolating root issues of all trouble calls.
  • Certified to handle multiple Supervisor Escalation (ERT), Identified issues, analyzed information and provided solutions to problems.
  • Customers reach ERT when all normal methods have been exhausted.
  • It is up to ERT to find any underlying cause/issue and correct it within small time frame.
  • Ensuring customer satisfaction is upheld.
  • Continued training as well as fielding calls so agents could see how to handle situations ranging from simple plan changes, tech support, billing and deep dives.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions
  • Used coordination and planning skills to achieve results according to schedule
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Owner

Kristysbrainfood.com
07.2007 - 08.2015
  • Specialized in several areas from creation of book to promotion of its release. Copywriting, Beta Reading, Book Scanning, , Formatting, Promotions, Book Cover Design, Logo and all Promotional design tools, ensuring new releases success.
  • Creation of query letters to agents or publishers.
  • Affiliate with indie authors, veteran authors, several New York Best Selling Authors and exclusively with 4 publishing houses.
  • Helping undiscovered authors get new author contracts.
  • Proficient and comfortable working with Authors, PA's, Literary Agents, to making sure all needs are met and all projects remain on task and are completed by deadlines.
  • In charge of maintaining social media promotions, as well as monitoring success books have and reviews posted as well as book standings.
  • Developed design deliverables that elevated, differentiated and functioned on-brand and on-strategy
  • Obtained approval of concepts by submitting rough drafts to management or to client
  • Maintained consistent use of graphic imagery in materials and other marketing outreach
  • Created plans and communicated deadlines to ensure projects were completed on time
  • Developed and maintained courteous and effective working relationships

Education

Bachelor of Arts - Design And Visual Communications And Business Mana

American Intercontinental University, Dunwoody, GA
2004

Associate of Arts - Creative Writing

American Intercontinental University , Dunwoody,
2004

Skills

  • MS Office Suite: Visio, Outlook, Publisher
  • Canva
  • Word Press
  • Write HTML, JavaScript,
  • Quickbooks and Quicken
  • CMS experience
  • Verint experience
  • Social Media: Facebook,Instagram, Pintrest and more
  • Various other computer and internet software and knowledge
  • Documentation and reporting
  • Inbound and outbound Customer Service
  • Goal-Oriented
  • Staff Management
  • Complex Problem-Solving

Additional Information

Awards Received

  • National Deans List
  • National Scholar’s Honor Society
  • Who’s Who among College Students for 2002 - 2003
  • Blogger of the month June 2014, January 2015 & April 2016
  • Named one of the top 100 blogs on the Blogger Network
  • One of the top 5 New Blogs in 2014 in the Bloggers List


References and Portfolio


Available upon request

Timeline

CFA CARES Supervisor

Sertec
06.2020 - Current

Floor Support/ ERT Supervisor

Verizon Wireless
02.2017 - 01.2019

Owner

Kristysbrainfood.com
07.2007 - 08.2015

Bachelor of Arts - Design And Visual Communications And Business Mana

American Intercontinental University, Dunwoody, GA

Associate of Arts - Creative Writing

American Intercontinental University , Dunwoody,

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Kristy Grissom