SHAMICHEAL GRIGGS
Mobile,AL
Summary
Detail-oriented professional experienced in claims processing and account management. Proven ability to maintain accurate records, navigate multiple applications, and research complex accounts while adhering to company policies. Strong organizational and problem-solving skills enhance productivity in independent roles.
Overview
8
8
years of professional experience
Work History
Overnight Customer Support Specialist
ACTIVUS
REMOTE, USA
10.2024 - 07.2026
- Provided customer support during overnight hours through phone, email, live chat, and online support channels.
- Responded promptly to customer questions, concerns, and service requests while maintaining a professional and helpful attitude.
- Resolved customer issues by troubleshooting problems, researching account information, and providing appropriate solutions.
- Assisted customers with account updates, billing questions, orders, payments, cancellations, and general service inquiries.
- Documented customer interactions, issues, and resolutions accurately in company databases and customer relationship management (CRM) systems.
- Directed urgent issues to supervisors or departments for immediate attention.
- Monitored overnight customer requests and prioritized urgent situations to ensure timely responses.
- Followed company policies, procedures, privacy requirements, and customer service standards.
Customer Service Representative
Dominion Energy/Continuum
Remote, USA
11.2023 - 08.2024
- Managed detailed customer utility accounts using multiple computer applications and internal systems.
- Researched account information and used available tools and resources to identify appropriate solutions.
- Reviewed billing and account information for accuracy and provided clear documentation and account support.
- Navigated multiple systems efficiently while maintaining accuracy in a high-volume work environment.
- Handled complex utility account management tasks, ensuring compliance with company guidelines. and documented information according to company procedures.
- Adapted to extended support requirements during outages, storms, and other service-related events.
Pearson PVS- Enrollment Counselor
Concentrix
Remote, USA
08.2022 - 09.2023
- Maintained accurate enrollment information and supported school-specific processes and procedures.
- Researched enrollment information and assisted with resolving issues that could affect application processing.
- Served as a subject-matter resource regarding enrollment policies, guidelines, and procedures.
- Maintained current knowledge of policy changes and communicated updates accurately.
- Worked with multiple systems and information sources while managing a high-volume workload.
- Demonstrated strong organization, attention to detail, and follow-through when handling enrollment-related information.
Customers Service Representative
Results CX
12.2019 - 02.2022
- Maintained customer information and documented interactions in company database systems.
- Researched customer accounts to identify issues and appropriate resolutions.
- Handled a high volume of inquiries while maintaining accuracy and meeting productivity expectations.
- Followed established procedures when documenting and resolving customer issues.
- Exceeded established performance metrics related to customer satisfaction, retention, and inquiry volume.
Claims Processor / Customer Service Representative
Pilot Catastrophe
Mobile, AL
09.2018 - 10.2021
- Recorded and maintained insurance policy and claim information in database systems.
- Reviewed policy information and determined applicable coverage while calculating claim amounts.
- Researched and managed complex accounts while maintaining accurate records.
- Processed claim payments when applicable while following federal, state, and company regulations.
- Reviewed information carefully to ensure compliance with established policies and procedures.
- Triaged incoming information and escalated issues when necessary.
- Reduced average time to resolution by 19% through efficient issue identification and escalation.
Education
High School Diploma -
C.F Vigor High School
Prichard, AL08-2009
Skills
- Customer service
- CRM management
- Case management
- Customer Issue Resolution
- Help desk support
- Order processing
- Data entry
- Efficient Data Entry
- Computer & Internet Proficiency
- Multichannel support
- Attention to Detail
- Problem solving
- Active listening
- Customer de-escalation
- Multitasking & Time Management
- Written communication
- Performance goals
- Quick learning
- Independent work
- Consistent Work Ethic
- Flexible Work Hours
- Office software
- Remote productivity
- Quick learning
Languages
English
Timeline
Overnight Customer Support Specialist
ACTIVUS
10.2024 - 07.2026
Customer Service Representative
Dominion Energy/Continuum
11.2023 - 08.2024
Pearson PVS- Enrollment Counselor
Concentrix
08.2022 - 09.2023
Customers Service Representative
Results CX
12.2019 - 02.2022
Claims Processor / Customer Service Representative
Pilot Catastrophe
09.2018 - 10.2021
High School Diploma -
C.F Vigor High School