Nicole Grant
Laurel,MD
Summary
Dedicated 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.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TTEC
11.2022 - Current
- From-Home Help maintain client satisfaction while updating database
- Answer incoming communications from customers
- Conduct research to provide answers for customers to resolve their issues
- Managing database records
- Take ownership of customer issues
- Collecting and analyzing customer feedback
- Handling customer complaints
- Selling products and services
- Answer customer questions
- Billing functions
- Document customer interactions
- Ensure customer information is current
- Generate sales leads
- Perform customer outreach
- Process orders and returns
- Analyzing and reporting product malfunctions
- Claim administration
- Customer service
- Maintain financial or account records
- Maintaining solid customer relationships
- Open new customer accounts
- Place or cancel orders
- Resolve technical issues
Driver
Lyft
Washington, DC
02.2021 - Current
- Metropolitan Area
- Undertakes the job of transporting commuters safely from one place to another
- Picks up passengers from the allotted place at the time requested;
- Collects digital payments and verifies receipts;
- Assists customers with loading and unloading their luggage;
- Listens to traffic and weather reports;
- Adjusts the routes to avoid heavy traffic or road construction;
- Schedules regular care appointments and reports issues;
- Maintains the interior and exterior of the car
- Created Excel spreadsheet to track mileage, maintenance and other expenses
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Documented daily mileage, gas, and other data.
- Adhered to company policies and procedures related to safety and security standards.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Picked up clients from specific locations to transport and drop off at destinations.
- Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
- Monitored traffic conditions and applied defensive strategies to avoid accidents.
Mail Carrier
United States Postal Service, USPS
, Washington
01.2019 - 11.2019
- Metropolitan Area
- Delivered and collected packages along routes in rural areas during weekdays, weekends, and holidays
- Sort, lifted, and pushed moderate to heavy loads of mail and packages to prepare for delivery
- Delivered mail along my assigned route
- Picked up or collected mail from customers
- Collected postage due for charge on delivery or other services
- Worked indoors and outdoors in all weather: rain, snow, cold and heat
- Working knowledge of postal laws, regulations, products and geography of the area
- Provided friendly customer service at all times while delivering mail.
- Scanned packages for delivery tracking.
- Assisted other carriers with their routes as needed during peak periods.
- Delivered packages and letters to residential customers.
- Verified accuracy of addresses before delivering packages.
- Sorted mail to be delivered according to route and customer address.
- Ensured compliance with federal laws related to privacy protection.
- Operated a vehicle in accordance with safety regulations.
- Organized parcels into appropriate size containers for transport.
Customer Service Representative
AnswerForce
New York, NY
08.2014 - 06.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Utilized computer technology to handle high volume of calls in a timely manner.
- Provided accurate information about products or services to customers.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Maintained records of customer interactions and transactions for future reference.
DISPATCHER/Security Officer
Strike Force Security Services
New York, NY.
02.2014 - 07.2014
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Resolved customer complaints related to service issues or delays.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Maintained records of all incidents that occurred on site including lost and stolen items and unauthorized persons present.
- Supervised property entrances and exits and monitored employee safety.
- Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
- Responded quickly to emergency situations as they arise by deploying appropriate resources and personnel.
- Conducted regular patrols of the premises to identify potential threats or safety hazards.
- Monitored entire facility using CCTV while simultaneously performing dispatch duties.
- Provided security team leadership and contributed to on-call duties.
- Ensured security staff is properly trained and certified in accordance with company policies and local regulations.
Dispatcher/Shift Supervisor
Brosnan Risk Consultants, FIRE GUARD/SECURITY
Brooklyn, NY.
01.2014 - 07.2014
- Performed regular fire safety inspections of all facilities under their care, ensuring that they met all necessary codes and regulations
- Maintained professional image that includes greeting customers, visitors and employees in a polite and friendly manner
- Proactive in knowing all revisions to post orders and general information distributed by the customer
- Patrolled physical property or maintained fixed post position, being diligent to report any suspicious activity and investigated accidents and criminal acts
- Monitored cameras or equipment in a continuous fashion as outlined in the post orders
- Maintained a working knowledge of all emergency policies, procedures, and regulations to be able to respond to alarms, incidents, and emergency situations
- Completed Daily Activity Reports, Logged Book entries, Incident Reports, and all relevant reports related to job assignment
- Working knowledge of any life safety systems, fire panels, CCTV system computers, and other such equipment to complete job assignments
- Ensured continuous and safe operation of all elevators and access doors
- Aware of authorized contractor personnel who were responsible for maintenance and upkeep of equipment
- Assess situation and prioritize calls
- Receive and dispatch orders
- Record all the calls
- Perform other duties as assigned
- Proactively address problems and suggest solutions
- Emergency handling
- Ensured training and compliance guidelines were met as outlined by Brosnan and other agencies regulating the customer / market
- Communicated on a daily basis with Security Supervisor any new Security Issues or changes that need to be considered or implemented
- May act as security
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Resolved customer complaints related to service issues or delays.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Maintained logs of all incoming calls and assigned tasks.
- Received and dispatched calls for emergency services.
Fire Guard
King Protection Services
New York, NY
06.2013 - 05.2014
- Performed regular fire safety inspections of all facilities under their care, ensuring that they met all necessary codes and regulations
- Maintained professional image that includes greeting customers, visitors and employees in a polite and friendly manner
- Proactive in knowing all revisions to post orders and general information distributed by the customer
- Patrolled physical property or maintained fixed post position, being diligent to report any suspicious activity and investigated accidents and criminal acts
- Monitored cameras or equipment in a continuous fashion as outlined in the post orders
- Maintained a working knowledge of all emergency policies, procedures, and regulations to be able to respond to alarms, incidents, and emergency situations
- Completed Daily Activity Reports, Logged Book entries, Incident Reports, and all relevant reports related to job assignment
- Working knowledge of any life safety systems, fire panels, CCTV system computers, and other such equipment to complete job assignments
- Ensured continuous and safe operation of all elevators and access doors
- Aware of authorized contractor personnel who were responsible for maintenance and upkeep of equipment
- Ensured training and compliance guidelines were met as outlined by KPS and other agencies regulating the customer / market
- Communicated on a daily basis with Security Supervisor any new Security Issues or changes that need to be considered or implemented
- Assess situation and prioritize calls
- Receive and dispatch orders
- Record all the calls
- Perform other duties as assigned
- Proactively address problems and suggest solutions
- Emergency handling
- Nay act as security dispatcher supervisor 986.6980, linkedin.com/in/ nicole-grant
- Developed seasoned fire safety plan and made appropriate changes to it in regards to weather, job site location and other conditions.
- Utilized cell phones, two-way radios and other communication devices to make contact with work crew.
- Conducted fire drills and emergency evacuation procedures for staff, faculty, and students.
- Investigated reports of fires, gas leaks, smoke alarms, sprinkler activation.
- Attended continuing education courses related to fire prevention techniques and strategies.
- Checked buildings regularly for signs of vandalism or theft and reported any incidents promptly to management.
SECURITY GUARD
King Protective Services
Brooklyn, NY.
12.2013 - 01.2014
SECURITY GUARD
Strike Force One Security
New York, NY.
10.2012 - 12.2012
Emergency Services Security Officer
Strike Force Security Services
Manhattan, NY.
10.2012 - 01.2013
- Performed regular fire safety inspections of all facilities under their care, ensuring that they met all necessary codes and regulations
- Maintained professional image that includes greeting customers, visitors and employees in a polite and friendly manner
- Proactive in knowing all revisions to post orders and general information distributed by the customer
- Patrolled physical property or maintained fixed post position, being diligent to report any suspicious activity and investigated accidents and criminal acts
- Monitored cameras or equipment in a continuous fashion as outlined in the post orders
- Maintained a working knowledge of all emergency policies, procedures, and regulations to be able to respond to alarms, incidents, and emergency situations
- Completed Daily Activity Reports, Logged Book entries, Incident Reports, and all relevant reports related to job assignment
- Working knowledge of any life safety systems, fire panels, CCTV system computers, and other such equipment to complete job assignments
- Ensured continuous and safe operation of all elevators and access doors
- Aware of authorized contractor personnel who were responsible for maintenance and upkeep of equipment
- Ensured training and compliance guidelines were met as outlined by LIM and other agencies regulating the customer / market
- Communicated on a daily basis with Security Supervisor any new Security Issues or changes that need to be considered or implemented
- Utilized various communication devices to coordinate with colleagues when responding to emergency calls.
- Developed plans for responding effectively to emergencies such as fires, natural disasters.
- Inspected vehicles entering the premises for suspicious items or contraband materials.
- Ensured safety and security of personnel, property, and assets by patrolling premises on foot or in vehicle.
- Participated in regular training sessions designed to enhance knowledge of security protocols.
- Investigated suspicious activities and reported any violations of policy or law to appropriate personnel.
- Conducted regular inspections of facilities to identify potential security risks or weaknesses.
- Maintained a detailed log of daily activities including incidents observed or responded to.
- Trained new staff members on company regulations regarding safety procedures.
- Created and enforced safety policies for employees working in hazardous environments.
Education
Some College (No Degree) - Information Technology
Strayer University
Columbia, MDSkills
- Information Technology
- Arrangement & Record Production
- Inventory & Bookkeeping
- Data Analysis
- Resource Management
- Information Systems
- Guest Relations
- Sales & Marketing
- Routing
- Personnel Security & Access Control
- Administrative Support & Office Logistics
- Diversity & Inclusion
- Project & Strategic Planning
- Communications & Correspondence
- Talent & Development Optimization
- Critical Thinking & Networking
- Issue Identification & Resolution
- CCTV Monitoring
- Quickbooks
- Microsoft Office Suite/TEAMS
- Adobe InDesign & Illustration
- Information Protection
- Call Management
- Call Center Operations
- Needs Assessment
- Performance Metrics
- Appointment Scheduling
- Account updating
- Order Management
- System Documentation
- Product Knowledge
- Documentation And Reporting
- Payment Processing
- Sales closing
- Technical Support
- Call Control
- Complaint resolution
- Quality Assurance
- Product Upselling
Timeline
Customer Service Representative
TTEC
11.2022 - Current
Driver
Lyft
02.2021 - Current
Mail Carrier
United States Postal Service, USPS
01.2019 - 11.2019
Customer Service Representative
AnswerForce
08.2014 - 06.2018
DISPATCHER/Security Officer
Strike Force Security Services
02.2014 - 07.2014
Dispatcher/Shift Supervisor
Brosnan Risk Consultants, FIRE GUARD/SECURITY
01.2014 - 07.2014
SECURITY GUARD
King Protective Services
12.2013 - 01.2014
Fire Guard
King Protection Services
06.2013 - 05.2014
Emergency Services Security Officer
Strike Force Security Services
10.2012 - 01.2013
SECURITY GUARD
Strike Force One Security
10.2012 - 12.2012
Some College (No Degree) - Information Technology
Strayer University