Teresa Grayson
Manassas,VA
Summary
Customer support specialist with a proven track record of exceeding expectations and enhancing customer satisfaction. Demonstrates composure in high-pressure situations, effectively reducing dissatisfaction through clear communication and targeted solutions. Skilled in identifying and implementing win-win solutions for diverse customer needs.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Senture-Tysons
09.2024 - Current
- Provided technical support via phone and email, ensuring quick resolution of issues.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Identified customer needs and offered timely solutions to enhance satisfaction.
- Created user accounts, reset passwords, and configured access to servers and software.
- Documented user interactions and solutions in a ticketing system to enhance tracking.
- Built rapport with students and officials through active listening and personalized interactions.
- Coordinated technician dispatch based on priority, ensuring efficient service responses.
- Maintained composure during challenging situations using de-escalation techniques effectively.
Remote Customer Experience Agent
Stericycle
07.2023 - 02.2024
- Managed high volume of incoming calls and emails, consistently exceeding performance metrics.
- Resolved customer queries and complaints promptly, ensuring high satisfaction levels.
- Utilized effective communication and problem-solving skills to address customer complaints.
- Assisted customers with inquiries and service requests, enhancing their website navigation experience.
- Troubleshot technical issues and guided customers through online order placements, ensuring successful transactions.
- Utilized strong product knowledge to provide accurate information, improving customer understanding.
- Provided detailed product information to enhance customer understanding.
- Documented customer interactions in CRM system accurately and on time.
Service Order Dispatcher
GAP Solutions, Inc.
01.2023 - 06.2023
- Managed high volume of incoming calls, emails, and chat requests from customers, providing timely technical assistance and enhancing overall customer satisfaction
- Collaborated with cross-functional teams to escalate complex technical problems and ensure timely resolution
- Documented customer interactions and solutions in ticketing system to ensure accurate record-keeping and facilitate future support
- Architect of the Capital
Remote Customer Support Representative
Duke Energy
02.2022 - 01.2023
- Handled high volume of incoming customer calls and emails about billing inquiries, delivering prompt and accurate resolutions to improve customer experience
- Guided customers in understanding invoices, clarifying charges, and resolving discrepancies or billing errors to enhance customer satisfaction
- Recorded customer interactions and transactions in CRM system, ensuring accurate billing information and supporting effective issue resolution
- Worked remotely to address customer inquiries
Customer Experience Representative
UPD Urns
04.2019 - 10.2021
- Built strong customer relationships, leading to increased repeat business.
- Collaborated with cross-functional teams to ensure efficient order processing and delivery.
- Utilized CRM software to track interactions, manage leads, and identify upselling opportunities.
- Consistently exceeded monthly sales targets through effective engagement and product knowledge.
- Assisted customers with inquiries and order placements to enhance satisfaction.
- Addressed customer complaints through effective communication and problem-solving skills.
- Worked with team members to optimize customer service processes.
- Managed customer accounts while maintaining accurate records in the system.
Customer Account Executive
Xfinity Communications
02.2003 - 08.2018
- Managed customer accounts to ensure satisfaction and retention.
- Achieved performance metrics by responding promptly to customer inquiries and resolving issues.
- Handled high call volume to ensure prompt customer support
- Resolved customer complaints through active listening and problem-solving skills.
- Addressed customer complaints and grievances swiftly to enhance satisfaction
- Provided solutions for billing inquiries and service issues.
- Maintained accurate customer records and order information in a CRM system
- Coordinated with technical teams to resolve service disruptions swiftly.
- Educated customers on product features and benefits effectively.
- Provided product information to customers and recommendations to customers
- Communicated updates regarding promotions and service changes promptly.
- Developed strong relationships with clients through effective communication skills.d
- Collaborated with other departments to ensure customer product satisfaction
Education
Business Administration -
University of The People
Remote02.2026
Advanced Diploma - Communications
E.C. Glass High School
Lynchburg, VA01.1991
Skills
- Account Management
- Problem resolution
- Account Marketing
- Account Receivables
- Active Listening
- Answering Phones
- Build Rapport
- Business Administration
- Collaboration
- CRM
- Cross Selling
- Customer Insights
- Customer Interaction
- Customer Relations
- Customer Retention
- Customer Service
- Customer Service Sales
- Data Entry
- Database
- Deal Closing
- High Volume
- Invoicing
- Mentoring
- Order Processing
- Phone Skills
- Proactive
- Product Knowledge
- Receptionist
- Recruiting
- Technical
- Troubleshooting
Certification
Driver's License
Timeline
Help Desk Analyst
Senture-Tysons
09.2024 - Current
Remote Customer Experience Agent
Stericycle
07.2023 - 02.2024
Service Order Dispatcher
GAP Solutions, Inc.
01.2023 - 06.2023
Remote Customer Support Representative
Duke Energy
02.2022 - 01.2023
Customer Experience Representative
UPD Urns
04.2019 - 10.2021
Customer Account Executive
Xfinity Communications
02.2003 - 08.2018
Business Administration -
University of The People
Advanced Diploma - Communications
E.C. Glass High School