Margaret (Cam) Grady
Columbus,Ohio
Summary
Results-driven business manager with expertise in finance, customer service, and banking. Demonstrated ability to enhance operational efficiency and improve team productivity. Proven leadership in managing team dynamics and ensuring high customer satisfaction. Strong organizational skills with a track record of implementing process improvements and maintaining service excellence.
Overview
22
22
years of professional experience
Work History
Customer Service Rep
Aetna
New Albany, Ohio
12.2018 - 06.2025
- Responsible for receiving calls from plan sponsor employees in regards to their medical claims.
- Submit claims for rework due to being processed incorrectly.
- Make outbound calls to providers to get corrected claims, procedure codes, help members understand their financial requirements.
- Work closely with plan sponsor Human Resources to make sure their employees get correct benefits, update employees files to be sent to our system.
- Work with getting employees to Payflex, Express Scripts, Dental and all other third parties plan sponsor uses for employees benefits.
- Currently also working on chat and Kana programs as needed for backup.
- I also help train new employees for basic training and detailed training for our plan sponsor.
Shift Lead
Donatos Pizza
Columbus, OH
02.2024 - 05.2025
- Trained new employees on food preparation and customer service standards.
- Implemented safety protocols to promote a safe working environment for all staff.
- Addressed customer concerns promptly to enhance overall dining experience.
- Conducted regular quality checks on food items to ensure consistency and safety.
- Performed opening and closing procedures such as setting alarm systems, counting money.
- Maintained store appearance by cleaning, stocking shelves, and ensuring merchandise was properly displayed.
- Handled cash register transactions accurately while providing excellent customer service.
- Responded to customer inquiries and complaints in a professional manner.
Customer Service Rep
US Home Pro
Powell, Ohio
03.2017 - 03.2018
- Responsible for receiving and making calls to set up kitchen consultations for Home Depot.
- Training of new employees, creating and updating all training tools needed.
- Taking care of all customer care issues that come up with sold customers.
Manager
Spirit Halloween
Columbus, Ohio
08.2016 - 11.2016
- Responsible for building and getting store open in timely manner.
- Manage the daily performance and assigned duties of the store staff.
- Ensure all administrative paperwork is completed according to company policies and procedures.
- Recruit, interview, hire and train all Assistant Store Managers/Sales Associates.
- Ensure all Guest Service are being provided, seek ways to satisfy a Guest complaint.
- Open and Close store and protect all company assets including: key control of the store, Manager's office and back bank.
- Train and review cash handling with cashiers and assist in balancing the cash drawer.
- Ensure that the bank deposits are done daily.
- Lead the process in merchandising, stocking, price changes and reducing damages and defectives.
Second Shift Supervisor
AVI Food Systems
Columbus, Ohio
10.2014 - 07.2016
- Supervised daily operations of food service team during 2nd shift.
- Trained new employees on food safety and service protocols.
- Resolved customer complaints and provided exceptional service standards.
- Implemented process improvements to enhance workflow efficiency in food preparation.
Executive Services
SAFELITE AUTO GLASS
Columbus, Ohio
07.2011 - 10.2014
- 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.
- Identified needs of customers promptly and efficiently.
Manager
BLOCK BUSTER VIDEO
Columbus, Ohio
12.2008 - 04.2011
- Managed inventory levels and ensured product availability.
- Coordinated visual merchandising to enhance customer experience.
- Trained team members on sales techniques and customer service.
- Oversaw daily cash handling and financial transactions.
- Implemented loss prevention measures to reduce shrinkage.
- Conducted staff scheduling and managed labor costs efficiently.
- Monitored staff performance and addressed issues.
General Sales Manager
LINENS N' THINGS
Hilliard, Ohio
12.2006 - 08.2008
- Trained and mentored staff on product knowledge and sales techniques.
- Managed inventory levels to ensure optimal stock availability for customers.
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Identified areas needing improvement in order to maximize efficiency.
Title Specialist
BMW FINANCIAL SERVICES (IKON OFFICE SOLUTIONS)
Hilliard, Ohio
03.2003 - 04.2007
- Processed vehicle titles for BMW Financial Services accurately and efficiently.
- Coordinated title transfer requests with dealerships and financial institutions.
- Resolved title discrepancies through effective communication with stakeholders.
- Assisted customers with inquiries regarding title status and processes.
Education
High School Diploma -
Westland High School
Galloway, OH06-1976
Skills
- ASD
- Employee training
- Safety protocols
- Food preparation
- Cash handling
- Quality assurance
- Customer relationship management
- Inventory management
- Teams
- Quickbase
- Kana
- Word
- PowerPoint
- Excel
- Access
- Outlook
- Seibel
- Infobahn
- CBC for credit reports
- Custom software packages
- POS systems
- AS400
- SV2
- Main Frame
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Loss prevention
- Team building
- Scheduling expertise
- Daily reporting
- Shift leadership
- Customer service focus
- Verbal and written communication
- Inventory counts
- Professional appearance
- Positive attitude
- Account management
- Follow-up procedures
- Daily workflows
- Training assistance
Timeline
Shift Lead
Donatos Pizza
02.2024 - 05.2025
Customer Service Rep
Aetna
12.2018 - 06.2025
Customer Service Rep
US Home Pro
03.2017 - 03.2018
Manager
Spirit Halloween
08.2016 - 11.2016
Second Shift Supervisor
AVI Food Systems
10.2014 - 07.2016
Executive Services
SAFELITE AUTO GLASS
07.2011 - 10.2014
Manager
BLOCK BUSTER VIDEO
12.2008 - 04.2011
General Sales Manager
LINENS N' THINGS
12.2006 - 08.2008
Title Specialist
BMW FINANCIAL SERVICES (IKON OFFICE SOLUTIONS)
03.2003 - 04.2007
High School Diploma -
Westland High School