Teneille Grimes
Customer Service Professional
Huntsville,AL
Summary
Dedicated and customer-focused professional with 9 years of experience in customer service, quality assurance, and compliance. Adept at handling high-volume inquiries, resolving customer concerns with empathy, and utilizing CRM tools like Salesforce to enhance customer satisfaction. Proven ability to work efficiently in remote environments, leveraging technology to provide seamless support. Seeking a remote Customer Service Representative position to deliver exceptional virtual support and contribute to business success.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Compliance Analyst
The Home Depot
Atlanta, GA
06.2021 - Current
- Provided customer service support, assisting with inquiries and resolving escalated concerns efficiently.
- Managed an average of 30-40 customer interactions per day via phone and email, ensuring timely and professional communication
- Utilized CRM software to track and manage customer cases, improving response time and issue resolution.
- Designed and implemented process improvements that enhanced customer satisfaction.
- Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
Business Development Coordinator
The Home Depot
Atlanta, GA
01.2020 - 06.2021
- Assisted customers with account-related inquiries, ensuring prompt resolution of issues.
- Facilitated collaboration between teams to enhance customer experience and service delivery.
- Analyzed customer feedback to implement service improvements and optimize processes.
- Managed high call volumes while maintaining professionalism and efficiency.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Managed needs of more than 50 customers at once using strong prioritization and multitasking abilities.
Customer Service Representative
The Home Depot
Atlanta, GA
07.2016 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high call volumes, assisting customers with inquiries, orders, and issue resolution.
- Utilized Salesforce CRM to document customer interactions and streamline support processes.
- Provided sales support and troubleshooting assistance, ensuring a seamless customer experience.
- Maintained a professional and empathetic approach to handling customer concerns and escalations.
- Managed approximately 75-100 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Science -
Tuskegee University
Tuskegee, AL 01.2023 - Current
Skills
- Customer Support & Retention
- Remote & Virtual Assistance
- Inbound & Outbound Call Handling
- Email & Chat Support
- Conflict Resolution & De-escalation
- CRM Software (Salesforce, Zendesk)
- Multitasking in Fast-Paced Environments
- Problem-Solving & Critical Thinking
Certification
Customer Success Manager Certification (CSM)
Timeline
Bachelor of Science -
Tuskegee University
01.2023 - Current
Compliance Analyst
The Home Depot
06.2021 - Current
Business Development Coordinator
The Home Depot
01.2020 - 06.2021
Customer Service Representative
The Home Depot
07.2016 - 01.2020
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