Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

NICOLE GRIMES

Baton Rouge,Louisiana

Summary

Seasoned Specialist offering many years of comprehensive Customer Service experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

24
24
years of professional experience

Work History

Control Desk Specialist

Veyl Ventures
Dover, Delaware
04.2019 - 01.2024
  • Compiled data from Excel spreadsheets for the company Operations Manager.
  • Assisted agents via Slack with any questions they had while taking their live calls.
  • Answered customer e-mails and updated agent work tickets in Zendesk.
  • Maintained accurate order and customer information in NetSuite, ShipMonk and Shopify.
  • Participated in ongoing training and compliance activities.
  • Generated reports to track performance metrics of team members.

Data Entry Receptionist

First Parish Transportation - Yellow Cab
Baton Rouge, Louisiana
08.2017 - 04.2019
  • Answered inbound calls from customers scheduling a cab pick up.
  • Input necessary information drivers need to contact, locate, pick up, and drop off customers.
  • Input faxed cab requests into computer.
  • Answer customer questions about ETA of cab, status of cab pick up and cost of trips.
  • Scheduled package pick up for businesses and hospitals.
  • Filed faxed cab requests in filing folders.

Telemarketer

Public Awareness
Baton Rouge, LA
05.2010 - 12.2010
  • Initiated outbound calls to prospective clients using scripts to secure donations for various charities.
  • Input pledges and customer information into computer so customers received pledge packets.
  • Maintained daily pledge objective.
  • Identified potential customers through cold calling and database research.
  • Participated in weekly team meetings to discuss performance metrics and improvement ideas.

Appliance Sales and Service Representative

Your Other Warehouse (YOW) - Home Depot Call Center
Baton Rouge, LA
07.2007 - 03.2008
  • Answered inbound customer service calls concerning Home Depot large appliance orders
  • Assisted customers with all aspects of ordering, exchanging, and returning appliances.
  • Assisted customers with scheduling deliveries and service appointments.
  • Offered extended warranties and upgrades to all customers.

Intake Coordinator

Blue Cross and Blue Shield of Louisiana
Baton Rouge, Louisiana
08.2006 - 03.2007
  • Answered inbound calls from hospitals and facilities about medical insurance authorizations.
  • Gave authorizations for various procedures and DME
  • Input hospital patient admits into BCBSLA database.
  • Verified insurance coverage for various medical procedures and DME.
  • Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services and procedures.

Sales and Service Representative

BellSouth Telecommunications
Baton Rouge, LA
02.2002 - 10.2002
  • Assisted customers with billing questions, setting up, adding and removing services, and ordering products
  • Maintained a sales objective.
  • Provided customer service and sales support to customers over the phone.
  • Processed orders accurately and efficiently by entering data into the computer system.
  • Maintained up-to-date knowledge of company products, services, policies, procedures, and pricing information.
  • Tracked customer interactions using CRM software tools.
  • Promoted available products and services to customers during service, account management and order calls.

Secretary

Southern University And A&M College
Baton Rouge, LA
01.2001 - 12.2001
  • Assisted Dr. Bernestine McGee with office duties.
  • Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.
  • Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
  • Answered incoming phone calls, responded to inquiries and transferred calls as needed.
  • Processed invoices for payment; tracked payments received from vendors and clients.

Customer Service Representative

Convergys Corporation
Baton Rouge, LA
02.2000 - 01.2001
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma -

Glen Oaks High School
Baton Rouge, LA
05-1999

Skills

  • Typing 50 words per minute
  • Extremely reliable
  • Quickly learning operating systems
  • Excels at all things involving customer service and customer satisfaction
  • Proficient in Microsoft Word

References

References available upon request

Timeline

Control Desk Specialist

Veyl Ventures
04.2019 - 01.2024

Data Entry Receptionist

First Parish Transportation - Yellow Cab
08.2017 - 04.2019

Telemarketer

Public Awareness
05.2010 - 12.2010

Appliance Sales and Service Representative

Your Other Warehouse (YOW) - Home Depot Call Center
07.2007 - 03.2008

Intake Coordinator

Blue Cross and Blue Shield of Louisiana
08.2006 - 03.2007

Sales and Service Representative

BellSouth Telecommunications
02.2002 - 10.2002

Secretary

Southern University And A&M College
01.2001 - 12.2001

Customer Service Representative

Convergys Corporation
02.2000 - 01.2001

High School Diploma -

Glen Oaks High School

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NICOLE GRIMES