Renae Graham
Akron,OH
Summary
Dynamic Guest Service Specialist with proven skills in customer service, effective communication, and problem-solving. Adept at resolving discrepancies and providing timely support to guests. Cashier Specialist adept at working in fast-paced environments. Knowledgeable about bagging strategies, delicates handling, and cash / money handling. I desire to bring my experience in the field for the position.
Overview
12
12
years of professional experience
Work History
Legal Account Resolution Specialist
Weltman, Weinberg, and Reis CO., LPA
Independence, OH
10.2025 - 02.2026
- Resolved customer account discrepancies through effective communication and negotiation.
- Reviewed case files and legal documents for compliance with company policies.
- Utilized software systems to track account statuses and updates efficiently.
- Collaborated with team members to streamline account resolution processes.
- Provided prompt responses to client inquiries regarding account issues or disputes.
- Maintained detailed records of all communications related to account resolutions.
Call Center Representative
Fleet Response
Hudson, OH
08.2023 - 08.2025
- Maintained accurate records of all claims activities for audit purposes.
- Provided excellent customer service to policyholders by responding promptly to inquiries regarding the status of their claim.
- Educated customers on insurance policy coverage, procedures, regulations.
- Collaborated with other departments within the organization to resolve complex issues related to a particular claim.
- Participated in industry training programs related to best practices in claim handling processes.
- Provided quality customer service to assigned insureds and claimants throughout the claims process to deliver timely service to customers.
- Verified details with policyholders, and requested additional information.
- Utilized claims management software to track claims progress, and maintain organized documentation.
- Responded to inquiries from regulatory bodies, and complied with reporting requirements.
- Communicated effectively with policyholders, providing updates, and explained the claims process clearly.
- Assisted claimants, providers, and clients with problems or questions regarding claims.
- Collaborated with fellow team members to manage a large volume of claims.
Guest Advocate
Target
Fairview Park, OH
07.2021 - 07.2023
- Answered phones to respond to customer inquiries, and transferred calls to appropriate staff members.
- Promoted a high level of guest satisfaction through genuine, enthusiastic, and friendly interactions.
- Handled payment processing, and provided customers with receipts, proper bills, and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Welcomed a large volume of guests and improved overall customer service.
- Documented guest suggestions and complaints to facilitate process improvements with leadership.
- Invited guests to join loyalty programs, and special promotions, to stay connected.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Educated customers on special pricing opportunities and company offerings.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns, and developing solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Followed policies and procedures to meet or exceed established performance requirements.
- Handled large amounts of cash, and balanced the cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy, and protected company operations by keeping information private and confidential.
- I consulted with customers regarding their needs and addressed their concerns.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
Telemarketer
Dialamerica Marketing
Westlake, OH
06.2014 - 01.2021
- Responded to prospects' questions with persuasive communication skills, and in-depth knowledge of available products and services.
- Maintained and recorded customer information in the database.
- Handled inbound telephone calls from interested customers.
- Presented information about membership details and purchase advantages.
- Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems.
- Worked well with automatic computer dialing and proprietary software to manage daily call loads.
- Resolved customer complaints by escalating calls to the proper department.
- Contacted private individuals or businesses by telephone to solicit sales.
- Collaborated with management to resolve concerns and problem calls.
- Helped the team meet rolling sales goals by maintaining proficiency in company systems, scripts, and procedures.
- Contributed to team efforts by successfully accomplishing and exceeding daily sales goals.
- Trained new hires and led a large team of offshore telemarketers.
- Persuaded customers by explaining how products and services meet their needs and desires.
- Asked customers questions to understand their needs and requirements.
- Answered incoming calls from prospective customers to assist and promote offerings.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Generated new sales opportunities through direct, telephone selling, and emails.
- I cold-called business leaders to initiate inclusion in sales strategies.
- I reached out to multiple potential accounts each month.
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
Solicitor
JJB Consulting
Middleburg Heights, OH
03.2014 - 05.2014
- Assessed customer needs through detailed questioning, and presented products to fill those requirements.
- Finalized paperwork for sales and service policies to lock in new customers.
- Exceeded sales objectives, delivered outstanding and comprehensive service to clients throughout the sales process, understood client objectives, and created proposals to achieve goals.
- Maintained strong internal relationships and communication prior to, and during, the sales process, and transitioned clients seamlessly to the operations team post-sale.
- Researched and identified potential customers.
- Created sales or service contracts for customer review and acceptance.
- Negotiated tender and contract terms to meet both client and company needs.
Stock Associate
JCPenney
Avon, OH
10.2013 - 12.2013
- Stocked pallets throughout the shift to keep the warehouse clean, maintained, and organized.
- Carried out duties within a fast-paced retail environment, providing organized stocking methods and plans.
- Assessed floor displays to restock merchandise.
- Assisted customers with product, promotion, and policy information.
- Organized storage of articles in bins, on the floor, on shelves, and in assigned areas according to product categories.
- Replenished inventory with a focus on addressing customer needs.
- Loaded and unloaded delivery vehicles to maintain inventory.
- Readied merchandise for the sales floor by marking items with identifying codes and accurate pricing.
- Followed instructions to properly arrange merchandise items.
- Checked delivered merchandise and order information to verify shipment accuracy.
- Identified and quickly handled spill cleanup.
- Maintained a neat, safe, and orderly workspace to prevent accidents and injuries.
- Received incoming product deliveries and relocated them to storage shelves, coolers, or bins.
- Lifted materials of varied weights on a regular basis.
- Greeted customers and retrieved requested products to drive satisfaction.
- Faced products on shelves and displays to meet company policies.
- Stocked shelves with new merchandise, and checked for outdated or damaged items.
- Resolved or assisted in handling routine customer concerns within established guidelines.
- Recorded merchandise moves for correct product counts, and checked quantities against stocking reports.
Education
High School Diploma -
Berea High School
Berea06-2007
Skills
- Customer service
- Time management
- Strategic planning
- Problem solving
- Effective communication
- Customer rapport
- Money handling
- Adaptability and flexibility
Timeline
Legal Account Resolution Specialist
Weltman, Weinberg, and Reis CO., LPA
10.2025 - 02.2026
Call Center Representative
Fleet Response
08.2023 - 08.2025
Guest Advocate
Target
07.2021 - 07.2023
Telemarketer
Dialamerica Marketing
06.2014 - 01.2021
Solicitor
JJB Consulting
03.2014 - 05.2014
Stock Associate
JCPenney
10.2013 - 12.2013
High School Diploma -
Berea High School
Accomplishments
- Two-time employee of the month at DialAmerica Marketing - dependability, flexibility, and adaptability.
- Brought a program at DialAmerica back from the brink of losing their business by myself, then was so successful that the client then asked me to train and lead an entire team. My team rocked it!
- Was a mentor and trainer for multiple programs at DialAmerica.
- Promoted multiple times at DialAmerica in the unemployment credit card program during the pandemic.
- At Target, was one of the go-to trainers to train new cashiers / Guest Service advocates.
- Was told multiple times at Target that guests specifically come to my line to see and have me, even if other lines were longer.
Affiliations
- Black belt in taekwondo at Asian Sun Martial Arts. One step away from second black belt.
- Avid pc gamer, mostly League of Legends, which is a multi-player online battle arena, which requires team co-ordination. Also games like Warframe which are mostly solo- so can work on own well.
- Neurodivergent mother to a neurodivergent teen.
- Thrives in chaos.