Summary
Overview
Work History
Education
Skills
Exercising, hiking, and cooking
Timeline
Generic

Shedrick Grimsley

CUSTOMER SERVICE EXECUTIVE
MANCHESTER,New Hampshire

Summary

Goal-oriented take initiative and build cordial relationships with customers. Analyzes sales figures, creates and implements market-specific pricing and promotional programs and develops and manages key customer relationships. Strong problem-solving, negotiation and customer service skills. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

10
10
years of professional experience

Work History

Customer Account Manager

Comcast
MANCHESTER, New Hampshire
09.2019 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Sales/Commission based
  • Negotiated contracts and closed on agreements to maximize profits, boosting profits 90% in 2021.

Child Protective Services Worker

Department Of Health And Human Services
Manchester , NH
10.2017 - 08.2019
  • Visited homes, inspected surroundings and interviewed family members.
  • Developed plans to strengthen family units.
  • Responded to claims of abuse, neglect or safety concerns.
  • Attended court proceedings, submitted documents and offered testimony.
  • Reported child abuse in accordance with legal standards of mandatory reporters.
  • Planned, promoted and managed parent workshops on assisting children in attaining academic success.
  • Introduced students to concepts in algebra and reading to encourage recall of educational content.
  • Documented data and completed accurate updates to case records.
  • Used interactive visuals and static worksheets to teach each student algebra and writing techniques.
  • Interviewed individuals and families to assess needs and provide informational resources.
  • Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
  • Collaborated with community program leaders and advocates to make resources accessible to those in need.
  • Managed team of employees, overseeing hiring, training and professional growth of employees.
  • Monitored company inventory to keep stock levels and databases updated.
  • Developed and maintained courteous and effective working relationships.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Successfully maintained clean, valid driver's license and access to reliable transportation.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.

Customer Service Representative

United Healthcare Group
Hooksett, New Hampshire
04.2016 - 08.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded proactively and positively to rapid change.
  • Work to quickly resolve medical and claims issues

Customer Service Representative

Liberty Utilities
Londonderry, NH
10.2015 - 04.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Senior Customer Service Executive

American Express
Fort Lauderdale, FL
03.2012 - 08.2015
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Bachelor of Arts - Religious Studies/ English Minor

Florida International University
Miami, FL
04.1992

Skills

  • Change Management Process
  • Confidential Records Management
  • Team Support
  • Export Compliance
  • Daily Workflows
  • Past Due Balance Management
  • Consultative Sales Approach
  • Financial Transactions
  • Reviewing Renewals
  • Service Promotions
  • Customer Service and Assistance
  • Staff Support
  • Call Control
  • Accounts Payable and Accounts Receivable
  • Call Volume Analysis

Exercising, hiking, and cooking

I believe a healthy lifestyle has holistic effects on everything else. I am a beginning hiker and I love cooking.

Timeline

Customer Account Manager

Comcast
09.2019 - Current

Child Protective Services Worker

Department Of Health And Human Services
10.2017 - 08.2019

Customer Service Representative

United Healthcare Group
04.2016 - 08.2017

Customer Service Representative

Liberty Utilities
10.2015 - 04.2016

Senior Customer Service Executive

American Express
03.2012 - 08.2015

Bachelor of Arts - Religious Studies/ English Minor

Florida International University

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Shedrick GrimsleyCUSTOMER SERVICE EXECUTIVE