Summary
Overview
Work History
Education
Skills
Timeline
My background in Healthcare
My background in Healthcare
Generic

Sheila Grijalva

Phoenix,AZ

Summary

Service-focused customer service specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in many different systems] with 13 years of expertise in related roles. Personable customer service professional offering over 13 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

16
16
years of professional experience

Work History

Customer Service Mortgage Servicing

Cenlar FSB
Tempe, Arizona
08.2020 - Current
  • Delivered services to customer locations within specific timeframes.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Used coordination and planning skills to achieve results according to schedule.
  • Prepared variety of different written communications, reports and documents.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Conducted research, gathered information from multiple sources and presented results.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Worked with customers to understand needs and provide excellent service.
  • Concierge specialty service For Morgan Stanley and Citi group Private Banking

Customer Service Specialist

Macys Credit And Customer Services
Tempe, AZ
03.2006 - 03.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Compiled customer feedback and recommended service delivery improvements to management
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success
  • Handled day-to-day customer contact via phones, faxes and emails
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues
  • Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services
  • Maintained financial accounts by processing customer adjustments
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments
  • Assisted in training new employees and participated in cross-training with other departments
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Assessed and offered solutions to improve procedures and customer experiences
  • Directed customers to appropriate departments for additional support

Education

Associate of Science - General Studies

Maricopa Community Colleges - Phoenix College
Phoenix, AZ
03.2010

Skills

  • Customer service support
  • Conflict resolution
  • Customer relations
  • Good communication skills
  • Credit card processing
  • Complaint resolution
  • Quick learner
  • Technical support
  • Professional telephone demeanor
  • POS systems expert
  • Training development aptitude
  • Good listening skills
  • Creative problem solving
  • Account management
  • Service standard compliance
  • Computer proficient
  • Data entry

Timeline

Customer Service Mortgage Servicing

Cenlar FSB
08.2020 - Current

Customer Service Specialist

Macys Credit And Customer Services
03.2006 - 03.2020

Associate of Science - General Studies

Maricopa Community Colleges - Phoenix College

My background in Healthcare

I have a background in Healthcare.I was in healthcare for 11 years from 1995 to 2006 prior to my job in customer service at Macys. I worked with elderly dementia patients as well as patients with Alzheimers and Parkinsons in a nursing home, rehab hospital and home health care setting. I worked for Hearthstone of Sun City as a Certified Nursing assistant.I worked for a Nursing registry and at Scottsdale Shea medical center when it was formerly owned by Marriott. Also worked for a home health care company and also was a hospice CNA. My healthcare experience was hands on patient care which I feel has made me a more compassionate person towards my fellow man.

My background in Healthcare

I have a background in Healthcare.I was in healthcare for 11 years from 1995 to 2006 prior to my job in customer service at Macys. I worked with elderly dementia patients as well as patients with Alzheimers and Parkinsons in a nursing home, rehab hospital and home health care setting. I worked for Hearthstone of Sun City as a Certified Nursing assistant.I worked for a Nursing registry and at Scottsdale Shea medical center when it was formerly owned by Marriott. Also worked for a home health care company and also was a hospice CNA. My healthcare experience was hands on patient care which I feel has made me a more compassionate person towards my fellow man.

Similar Profiles

CREATE PROFILE
Sheila Grijalva