Sherry Grant
Detroit,MI
Summary
Dynamic team lead with expertise in customer service and complaint handling. Committed to enhancing customer satisfaction and operational efficiency through effective training and streamlined processes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
Walgren
West Bloomfield, MI
02.2025 - Current
- Led team in resolving customer inquiries, ensuring high satisfaction levels and effective communication.
- Developed training materials to enhance new hire onboarding and improve service quality.
- Streamlined escalation processes, reducing response times for complex customer issues.
- Implemented feedback mechanisms to gather insights and drive continuous improvement initiatives.
Member Service Center Representative
Michigan First
Lathrup Village
10.2024 - 01.2025
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed transaction processing, ensuring accuracy and security of customer accounts.
- Trained new staff on operational procedures and customer service best practices.
- Analyzed customer feedback to identify trends and recommend service improvements.
Customer Service Representative
R1 Rcm
Southfield, MI
03.2023 - 08.2024
- Coordinated with attorneys to prepare clients for consultations, ensuring clarity of expectations.
- Analyzed customer feedback to identify trends, driving improvements in service protocols.
- Mentored junior representatives, fostering a collaborative team environment focused on excellence.
- Led initiatives to enhance operational efficiency, resulting in improved response times for client inquiries.
Customer Service Representative
Sam Bernstein Law Firm
Detroit, MI
01.2018 - 03.2023
- Resolved client inquiries and issues, ensuring high levels of satisfaction and retention.
- Managed case documentation, streamlining communication between clients and legal teams.
- Developed training materials for new staff, enhancing onboarding processes and knowledge retention.
- Implemented feedback mechanisms to improve service delivery and address client concerns effectively.
Education
No Degree - Bussiness
Wcccd
Detroit, MI04-2012
Skills
- Team management
- CRM software
- Call center experience
- Complaint handling
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of [Number] in the development of [Project name].
- Documented and resolved [Issue] which led to [Results].
- Resolved product issue through consumer testing.
- Achieved [Result] through effectively helping with [Task].
Certification
- CAP - Certified Administrative Professional
- Licensed [Job Title] - [Timeframe]
Languages
Spanish
Timeline
Customer Service Representative Team Lead
Walgren
02.2025 - Current
Member Service Center Representative
Michigan First
10.2024 - 01.2025
Customer Service Representative
R1 Rcm
03.2023 - 08.2024
Customer Service Representative
Sam Bernstein Law Firm
01.2018 - 03.2023
No Degree - Bussiness
Wcccd