Teresa Grayson-Stone
Manassas,VA
Summary
Dynamic, results-driven, motivated professional experienced in both the call center and help desk settings. Highly skilled in building customer relationships to boost sales and generate business. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first-class service with every interaction.
Overview
25
25
years of professional experience
Work History
Customer Experience Representative
Stericycle
07.2023 - 02.2024
- Scheduled service request for both medical waste and document destruction for Stericycle customers
- Also assisted with portal inquires, billing questions or payment concerns
- Helped customer with understanding of company products and OSHA trainings services.
Service Order Dispatcher
Architect of the Capitol
01.2023 - 06.2023
- Fulfilled duties as an active liaison between service technicians and customers
- Coordinated the scheduling of service appointments between the clients and the facilities managers
- Assisted in tracking the technicians status and relayed information back and forth to customers and management team
- Followed up on outstanding work orders to achieve resolution
- Processed and updated weekly reports and forward to facilities managers for review.
Customer Service Representative
Duke Energy
04.2022 - 01.2023
- Assist customers with bill payments and account inquiries
- Managed payment arrangements with both residential and commercial customers
- Assist customers with product and service questions and offer information about other products and services
- Open customer accounts by recording account information
- Maintain customer records by updating account information.
Customer Service Representative
DICK'S Sporting Goods
11.2021 - 01.2022
- Engaging with customers, listening and uncovering their needs while making recommendations and maximizing revenue
- Helped developed long standing relationships with clients by rapport building and promoting positive brand association
- Utilized soft skills and problem-solving skills to assist retail customers with product purchases and billing questions
- De-escalated irate customers by acknowledging complaints and concerns regarding product quality issues, shipping delays, and website navigation.
Customer Account Representative
UPD Urns
04.2019 - 09.2021
- Assisted customers with both bulk and single orders of cremation products
- Upsold products and services by discovering the need of the customer by asking probing questions
- Assist new clients with onboarding process and introduced them to the company's products and services
- Oversaw the chat room and address customer questions and concerns regarding order status and/or invoices
- Updated account information by obtaining client information
- Processed credit card payments and customer billing specifications.
Customer Service Representative
Victoria's Secret
07.2018 - 01.2019
- Assist customers with product and service questions, offer information about other product and services
- Open customer accounts by recording account information
- Maintain customer records by updating account information.
Virtual Inbound Sales Executive
COMCAST
06.2012 - 04.2018
- Promoted and recommended Comcast products and services based on a logical relationship to the customer's needs and interests
- Entered and confirmed sales when appropriate
- Demonstrated closing techniques consistently, repeatedly, and in a timely manner
- Supported other lines of business as call volume dictated
- Interacted and communicated collaboratively within the sales group and other groups, as appropriate, to provide a quality customer experience.
Retention Specialist
COMCAST
01.2007 - 06.2012
- Highly effective in reducing Customer Turnover
- Strongly successful in upselling existing customers by educating them on the value of service bundles
- Worked as front-line personnel, promoting the organization's products while explaining features and benefits of vs
- Competitor
- Highly talented in resolving and servicing problems by clarifying customers' complaints, and providing effective follow-up to ensure timely resolution
- Proven ability to work under pressure, and remain focused in adverse situations.
Billing Specialist
COMCAST
02.2003 - 01.2007
- Highly skilled in responding to customers, managing their accounts, performing office support duties, providing information to the public, receiving payments and addressing customer complaints
- Efficiently worked independently as well as collaboratively
- Responded to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account.
Customer Service Representative
SMITHSONIAN CATALOGUE
01.1999 - 08.2001
- Expert in taking or entering orders, creating/canceling accounts and obtaining details of complaints
- Familiar with principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Responded to customer concerns or inquiries via email or fax correspondence.
Education
HIGH SCHOOL DIPLOMA -
E.C. Glass High School
Lynchburg, VA06.1991
Skills
- Customer Service
- Team Building
- Problem Resolution
- Upselling
- Customer Care
- Order Entry
- Inside Sales
- Account Management
- Conflict Management
- CRM Software
- Negotiation
- Zendesk
- Help Desk
- Cold Calling
- Troubleshooting
- Salesforce
- Phone etiquette
- Typing
- Cash handling
- Technical support
- Software troubleshooting
- Time management
- Customer Account Management
Additional Information
I bring a wealth of experience in customer retention, billing, and other areas, including all levels of management. Key accomplishments include helping to successfully train new employees while successfully meeting or exceeding company goals or departmental metrics. I'm extremely adept at handling a wide range of contact methods while accurately documenting customer issues and providing first-class service with every interaction. Effective communication, client development, and efficiency are strong areas of competency. My experience includes system applications such as Slack, HTML, Salesforce, Teams, Zendesk, and other business software.
Awards
Voice of the Customer Award
Timeline
Customer Experience Representative
Stericycle
07.2023 - 02.2024
Service Order Dispatcher
Architect of the Capitol
01.2023 - 06.2023
Customer Service Representative
Duke Energy
04.2022 - 01.2023
Customer Service Representative
DICK'S Sporting Goods
11.2021 - 01.2022
Customer Account Representative
UPD Urns
04.2019 - 09.2021
Customer Service Representative
Victoria's Secret
07.2018 - 01.2019
Virtual Inbound Sales Executive
COMCAST
06.2012 - 04.2018
Retention Specialist
COMCAST
01.2007 - 06.2012
Billing Specialist
COMCAST
02.2003 - 01.2007
Customer Service Representative
SMITHSONIAN CATALOGUE
01.1999 - 08.2001
HIGH SCHOOL DIPLOMA -
E.C. Glass High School