Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

SHAMICHEAL GRIGGS

Mobile,AL

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

6
6
years of professional experience

Work History

Dominion Energy Customer Service Representative

Continuum
Remote, USA
11.2023 - 08.2024
  • Actively listen to customers to understand their concerns, needs, and build a rapport that will make them feel heard and cared for Provide essential support in navigating the customer’s bill and explaining it in simple terms to the customer
  • Discover solutions using tools and resources to help meet the customer's needs Empathize and resolve concerns to simplify the customer’s experience
  • Navigate through multiple computer applications with speed & accuracy
  • Adapt and extend support hours to assist those customers in need during electricity outages/issues, storms or other weather-related and managed highly complicated utilities account to provide comprehensive service to customers and assist high volume calls.

Pearson PVS- Enrollment Counselor

Concentrix
Remote, USA
08.2022 - 09.2023
  • Work in focused school-specific outbound task forces to drive pipeline enrollment goals. Support interested families via inbound calls in a phone queue setting, assisting families through the enrollment process. Make outbound calls to families interested in enrolling in Connections Academy schools.
  • Serve as an enrollment subject matter expert to families during the enrollment process.
  • Act as an ambassador for the school in interactions with students and families. Act as a liaison between local schools and enrollment to resolve issues that may impede enrollment. Remain up to date with changes in enrollment policies and guidelines and communicate changes to families. Communicate changes in school events, policies, and guidelines through interaction with school staff and parents.

Customers Service Representative

Results CX
01.2020 - 02.2022
  • Interact with customers to address their concerns, answer their questions and assist them with their need
  • Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
  • Handles complaints, provide appropriate solutions for customers, and follow up to resolve any issues for their customers experience
  • Answer 40+ customer phone calls and emails, responding to customers' questions and concerns.

Claims Processor / Customer Service Representative

Pilot Catastrophe
Mobile, AL
10.2018 - 10.2021
  • Record and maintain insurance policy and claim information in database systems and determine policy coverage while calculating claim amounts
  • Researched and managed highly complicated accounts to provide comprehensive service to customers and assist upper management
  • Processed any claim payments when applicable and must ensure they comply with federal, state, and company regulations and policies
  • Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%

Education

High School Diploma -

C.F Vigor High School
Prichard, AL
08-2009

Skills

  • Computer Literate
  • MS Office
  • Detail-oriented
  • Excellent Critical Thinking
  • Decision-Making Skills
  • Compassionate
  • Communication
  • Patience
  • 40 WPM Typing Speed
  • Technical knowledge
  • Adaptability
  • Tenacity
  • Data analysis
  • People-focused
  • Goal-driven

Websites

Languages

English
Full Professional

Timeline

Dominion Energy Customer Service Representative

Continuum
11.2023 - 08.2024

Pearson PVS- Enrollment Counselor

Concentrix
08.2022 - 09.2023

Customers Service Representative

Results CX
01.2020 - 02.2022

Claims Processor / Customer Service Representative

Pilot Catastrophe
10.2018 - 10.2021

High School Diploma -

C.F Vigor High School

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SHAMICHEAL GRIGGS