Sharde Grisom
Bellflower,CA
Summary
Innovative professional with expertise in Net Promoter Score, Core Competencies and customer driven programs. Possesses excellent communication, problem-solving and organizational skills. Trusted advisor goes extra mile to help individuals succeed.
Overview
17
17
years of professional experience
Work History
Operational Trainer, Sr
Optum Financial Services
10.2022 - Current
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions. (Onshore and Offshore Centers)
- Increased customer survey satisfaction by 85%
- Developed job-specific competencies and performance standards.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Regularly assessed progress and provided feedback to support continued development.
Customer Service Subject Matter Expert
Optum Financial Services
10.2021 - 10.2022
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Increased 65+ customer calls per day.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Provided primary customer support to internal and external customers.
Customer Service Representative
Apex Systems
12.2020 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained departments NPS score of 88 and higher.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Quality Control Coordinator
ARS RighTime Home Services
01.2020 - 11.2020
- Reported problems and concerns to management.
- Evaluated interactions between associates and customers to assess personnel performance.
- Identified, researched and recommended new strategies for 10 technicians
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
Member Services Representative
Ansafone Communications
01.2019 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced departments call handling metrics by 70% by completing call notation on live calls
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Cross-trained and backed up other customer service managers.
Customer Service Representative, Sr
FedEx
05.2006 - 04.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Exceeded in average handle time within 4.90 seconds per call.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Science - Accounting And Business Management
Grand Canyon University
Phoenix, AZ05.2025
High School Diploma -
Gainesville High School
Gainesville, GA05.2003
Skills
- Process Knowledge
- Workflow Documentation
- Corporate Training Programs
- Service Quality
- Remote Instruction
- Program Performance Assessment
- Operations Support
- Learning Strategies
Accomplishments
- Achieved by completing, Retiree Reimbursement Account New Hire Redesign Project with accuracy and efficiency.
- Facilitator and Subject Matter Expert for tier 3 testing and curriculum review for the Optum Financial final project review
Timeline
Operational Trainer, Sr
Optum Financial Services
10.2022 - Current
Customer Service Subject Matter Expert
Optum Financial Services
10.2021 - 10.2022
Customer Service Representative
Apex Systems
12.2020 - 10.2021
Quality Control Coordinator
ARS RighTime Home Services
01.2020 - 11.2020
Member Services Representative
Ansafone Communications
01.2019 - 11.2019
Customer Service Representative, Sr
FedEx
05.2006 - 04.2014
Bachelor of Science - Accounting And Business Management
Grand Canyon University
High School Diploma -
Gainesville High School
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