Marcella Griggs
Bladensburg,MD
Summary
Enthusiastic Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Dedicated client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative/ Inside Sales Representative
Home Genius Exteriors
Hyattsville, Maryland
02.2025 - 07.2026
- Answered inbound customer calls for Home Genius Exteriors and directed requests to proper team members.
- Set exterior consultation appointments for homeowners and sales representatives.
- Entered customer information into CRM and maintained accurate service records.
- Followed up with Home Genius Exteriors leads about appointments and inquiries.
- Resolved customer questions about roofing, siding, and installation services.
- Coordinated with sales and operations teams on project schedules and customer needs.
- Documented customer concerns and shared updates with Home Genius Exteriors support staff.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Qualified homeowner leads for exterior remodeling services
- Scheduled in-home consultations with homeowners and sales consultants
- Answered inbound calls about roofing, siding, and window projects
- Updated CRM records with customer notes and appointment details
- Coordinated sales calendars with installers and appointment setters
- Explained financing options and project timelines to homeowners
- Provided customers with product information, pricing and availability.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Collaborated with team members to determine strategic sales approaches.
- Collaborated with other departments to ensure successful implementation of sales initiatives.
Customer Engagement Leader
Petsmart
, MD
2021 - 2024
- Responsible for driving an exceptional customer experience.
- Achieves customer experience financial and operational objectives.
- Drives a positive culture in the store, including reinforcement of customer service behaviors through coaching and recognition.
- Drives in-store and online omni channel strategies.
- Building strong and long-lasting relationships with clients.
- Resolve customer complaints while maintaining a positive and understanding attitude.
- Providing great communication during over-the-phone sales.
- Training new employees.
- Coordinate and deliver customer engagement and learning events including adoption events, representation at conferences and demonstrations of services, products and tools to build awareness and support customer engagement.
- Responsible for exceptional customer service, brand loyalty and employee experience.
- Managed customer inquiries through CRM and service channels
- Trained staff on customer engagement standards and response scripts
- Reviewed customer feedback to refine service processes
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Assisted in developing policies and procedures related to customer service operations.
- Revised department schedules to maximize coverage during peak hours.
- Maintained relationships with external vendors related to the delivery of services or products.
Associate Lead (ALK)
Petsmart
, MD
2020 - 2021
- Leader of the loss prevention and safety program.
- Role model to the correct safety of all pets in the store.
- Responsible for maintaining continuity of leadership across select core functions.
- Balancing cash registers.
- Answer inquiries
- Overseeing other associates.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
Pet Specialist
Petsmart
, MD
2019 - 2020
- Providing information to customers about pet care topics such as training, grooming and animal nutrition.
- Providing exceptional customer service through friendly and helpful interactions with customers.
- Participating in community outreach programs such as animal adoption events or environment conservation projects.
- Maintaining knowledge of current pet trends and activities to provide customers with relevant information. Maintaining a great understanding of sales techniques and the ability to motivate employees of varying seniority.
- Observing pets' appearance for physical condition, signs of illness, disease and discomfort.
- Performing physical examinations, taking care of postoperative animals, taking samples and performing various tests.
- Supported grooming, cleaning, and handling tasks for dogs, cats, and small animals.
- Followed pet care procedures for feeding, sanitation, and animal handling.
- Provided adequate attention and consistent oversight to vacationing pets to promote high level of care.
- Enforced high level of safety and health standards, keeping staff trained and proficient in respective procedures and policies.
- Ensured that all necessary medical records were kept up-to-date for each animal in the facility.
- Handled incoming calls from customers regarding pet related questions or concerns.
- Managed inventory levels of pet supplies to ensure adequate stock is available at all times.
- Monitored animal behavior to detect signs of illness or distress; reported any changes to veterinarian staff.
- Administered medications prescribed by veterinary staff according to established protocols.
- Collaborated with veterinarians and other personnel to provide quality care for each animal in the facility.
- Assisted in minor surgical procedures when needed under the direction of a veterinarian.
- Advised customers on proper animal nutrition, health issues, breeding, grooming, and training techniques.
Skills
- Excellent communication
- Phenomenal customer service
- Team Management
- Great Multi-tasker
- Articulate
- Outstanding organization
- Versatile
- Team Oriented
- Adaptable
- Ability to handle confidential and sensitive information effectively
- Project tracking and support
- Pet health and food nutrition
- Business Writing and operations
- Competitive research
Personal Information
Title: Customer Engagement Manager
Timeline
Customer Service Representative/ Inside Sales Representative
Home Genius Exteriors
02.2025 - 07.2026
Customer Engagement Leader
Petsmart
2021 - 2024
Associate Lead (ALK)
Petsmart
2020 - 2021
Pet Specialist
Petsmart
2019 - 2020