Shannon Grayson
Charlotte,NC
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
6
6
years of professional experience
Work History
Client Services/Onboarding Specialist - Remote
The Vanguard Group Inc.
Charlotte, NC
01.2024 - Present
- Provides excellent customer service to personal investor clients via inbound phone calls with a wide range of financial inquiries regarding account balances, maintenance and transaction issues.
- Assists clients with opening new accounts, and initiates transfer of assets.
- Provides clients with knowledge of Vanguard`s fund options and explains different investment account types (Employer plans, Traditional, Roth and Inherited IRA`s, Joint and mutual funds).
- Provides guidance to beneficiaries when inheriting account holder’s assets including assisting with web registration, pre-filling forms, and explaining the inheritance process and paperwork required.
- Completes administrative tasks when notified of a client’s passing such as placing restrictions on accounts to secure decedent’s information transfer of assets.
- Analyzes customer account transactions to detect suspicious activity and makes decisions on appropriate actions to take.
- Collaborates with internal teams and external financial institutions to resolve clients issues.
- Documents and notates clear and detail client interactions for case notes.
Client Service Coordinator
Alpine Intel
Charlotte , NC
03.2023 - 12.2023
- Acted as the primary point of contact for customer inquiries via phone and email.
- Assisted policy holders, adjusters and attorneys with inquiries via telephone and email for open claims.
- Handled and diffused escalated high-risk customers issues with empathy and patience while resolving problems swiftly.
- Opened new assessment claims with adjusters.
- Gathered detailed information needed to proceed with scheduling onsite assessments.
- Coordinated onsite assessments with policyholders, HVAC technicians and engineers for catastrophic property claims.
- Dispatched technician and engineer's assessment appointments to inspect damaged HVAC units and electrical components.
- Updated processing department with assessment details needed to prepare comprehensive reports for adjusters.
- Met and exceeded departmental call handle time and performance goals.
Business Development Representative
Mark Ficken Ford Lincoln
Charlotte, NC
09.2020 - 01.2023
- Promptly responded to new vehicle inbound and outbound customer inquiries via telephone, text, online chat and email.
- Scheduled in person appointments with customers and provided information on vehicle availability including pricing, financing and leasing options, promotions, and national incentives.
- Developed a deep understanding of products, features and benefits to effectively communicate value propositions to potential customers.
- Performed research and dealer trades for customers based on needs, priorities and buying time frame.
- Provided out the door quotes for customers.
- Kept detailed records of daily activities through customer database.
- Collaborated with sales team and finance managers to ensure end of month sales objectives were achieved.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing to provide top-notch experience.
Customer Product Specialist
Hydroxytone Cosmetics
07.2017 - 08.2020
- Responsible for handling 40 - 120 inbound calls by engaging and assisting customers with anti-aging skincare product selection via phone, email, chat and social media platforms.
- Inquired about customer's interests and motivated interest level by offering virtual product demonstrations.
- Reinforced the customer's selections by reviewing the use and benefits of the products chosen.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Collaborated with internal departments to stay current on inventory levels, complete accurate orders and resolved item issues.
- Built customer loyalty by placing follow-up calls to customers who reported product issues.
- Educated customer's about billing, payment processing and support procedures.
- Bolstered customer retention by creating and offering unique discount options.
Education
Associate of Arts - Business Administration
Interboro Institute
New York, NY2006
High School Diploma -
Fiorello H. LaGuardia High School of Music & Art
New York, NY1997
Skills
- Excellent written and communication skills
- Technical proficiency
- Data analysis
- Active listening
- Emotional intelligence
- Problem-solving
- Active listener
- Customer focused empathy
- Creative problem solving
- One call resolution
- Call flow maximization
- Multi-tasking
- Coachable
- Flexible
- Team Player
Technical Skills
- Proficient in both Microsoft Office: Excel, Powerpoint, Outlook and Teams.
- Experienced in using various CRM Software: Salesforce, Goldmine 5.1, Saleslogix, Contact Management, ACT,
Reynolds & Reynolds, E-Leads and HubSpot.
Timeline
Client Services/Onboarding Specialist - Remote
The Vanguard Group Inc.
01.2024 - Present
Client Service Coordinator
Alpine Intel
03.2023 - 12.2023
Business Development Representative
Mark Ficken Ford Lincoln
09.2020 - 01.2023
Customer Product Specialist
Hydroxytone Cosmetics
07.2017 - 08.2020
Associate of Arts - Business Administration
Interboro Institute
High School Diploma -
Fiorello H. LaGuardia High School of Music & Art
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