Renae Graham

Work History

Call Center Representative

Fleet Response

Hudson, OH

08.2023 - Current

Processed incoming claims, including data entry into the system.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Provided excellent customer service by responding to inquiries in a timely manner.
Maintained accurate documentation of all claim activities in accordance with company policies.
Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Developed effective working relationships with team members across multiple departments.
Attended regular training sessions on updates and changes within the industry or organization.
Maintained records of customer interactions, transactions, comments, and complaints.
Utilized knowledge base to answer inquiries from customers quickly and effectively.
Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Maintained high levels of professionalism while interacting with customers via phone or email.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Maintained strong call control and quickly worked through scripts to address problems.
Engaged actively with callers, confirming or clarifying information and diffusing anger.
Navigated through computer systems to review information and respond appropriately to callers.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Guest Advocate

Target

Fairview Park, OH

07.2021 - Current

Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Handled payment processing and provided customers with receipts and proper bills and change.
Managed customer complaints and rectified issues to complete satisfaction.
Welcomed 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 cash drawer daily within prescribed balancing guidelines.
Maintained customer privacy and protected company operations by keeping information private and confidential.
Consulted with customers regarding needs and addressed 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 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 proper department.
Contacted private individuals or businesses by telephone to solicit sales.
Collaborated with management to resolve concerns and problem calls.
Helped 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 large team of off-shore telemarketers.
Persuaded customers by explaining how products and services meet needs and desires.
Asked customers questions to understand 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 and telephone selling and emails.
Cold called business leaders to initiate inclusion in sales strategies.
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 sales process, understood client objectives and created proposals to achieve goals.
Maintained strong internal relationships and communication prior to and during sales process and transitioned clients seamlessly to 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 shift to keep warehouse clean, maintained and organized.
Carried out duties within 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, floor, shelves and assigned areas according to product categories.
Replenished inventory with focus on addressing customer needs.
Loaded and unloaded delivery vehicles to maintain inventory.
Readied merchandise for 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 clean-up.
Maintained neat, safe and orderly workspace to prevent accidents and injuries.
Received incoming product deliveries and relocated to storage shelves, coolers, or bins.
Lifted materials of varied weights on 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.

Summary

Overview

Work History

Call Center Representative

Guest Advocate

Telemarketer

Solicitor

Stock Associate

Education

High School Diploma -

Skills

Timeline

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