Teresa Grimaldi
Dorchester,MA
Summary
Dynamic Customer Service Specialist with a proven track record of handling challenging situations in fast-paced settings. Recognized for effectively resolving escalated customer support issues. Demonstrated ability to establish strong client relationships, foster partnerships, and drive business growth. Articulate, enthusiastic, and passionate about delivering exceptional customer service.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Splash /The Portland Group
Newton, MA
08.2023 - Current
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
SUPERVISER FRONT DESK /CONCIERGE
SUMMER HOUSE INNS
Nantucket
06.2015 - 10.2019
- Scheduled Employees
- Check in Guests.
- Process Payments for all reservations
- Explain products or services and prices.
- Make and confirm reservations using telephones, faxes, mail, and computer
- Maintain computerized inventory of available rooms for all Inns and provide. information on space reserved or available resolved customer complaints regarding booking, rooms and special Requests.
- Managed all 4 Inns and over 20 employees.
Hostess
29 FAIR
Nantucket
06.2015 - 10.2019
- Greet guests and patrons personally as they enter the establishment.
- Receive and record dining reservations on the telephone.
- Ensure the proper setup of dining and service areas.
- Offer appropriate seats using truly personable demeanor.
- Politely request guests to wait in waiting area if no table is available.
- Ensure neatness and cleanliness of stations.
- Present menus make recommendations and take orders.
- Ensure the quantity of food is sufficient to cater to the number of Guests.
- Booked confirmed and processed reservations through open table.
- Created setting charts.
Member Service Rep
Blue Cross Blue Shield
Quincy
05.2010 - 05.2013
- Consistently provide members with exceptional customer service
- Assist internal and external customers via incoming telephone calls.
- Actively listen to customers and respond appropriately.
- Utilized the BCBSMA computer system to look up and record information regarding. a customer's account.
- Investigated and resolved member inquiries through correspondence and computer research
- Advise customers regarding policy and benefit information for multiple health. plans
- Coordinated internal activities necessary to research and resolve inquiries and provide accounts with service solutions.
- Contribute to a team effort to meet or exceed service, production and quality. goals
- Identify errors and implement solutions with team members and leaders.
- Met and exceed daily, weekly and monthly performance goals.
- Provide a high level of service to both external and internal customers.
Concierge
Discover Boston
09.2002 - 03.2009
- Assist with the organization of on-site events, such as weddings and corporate. retreats
- Direct guests to hotel amenities, including laundry and fitness facilities.
- Greet guests at the front desk and make suggestions for entertainment, dining. and other engagements as appropriate
- Make reservations at local establishments upon request of the guest.
- Prepare and display beverage and snack options for guests in the lobby.
Reservations Agent
Holiday Inn Select
Boston
02.2000 - 09.2002
- Answered telephones.
- Data entry made reservations for incoming guests. properly entered all Guest demographics.
- Process Payments for Reservations
Education
Associates - Business Hospitality
South University
High School Diploma -
Skills
- Proficient with Microsoft office
- Managed over 20 employees
- Record Keeping/Payroll
- Check in Guests
- Delegated responsibilities to meet companies’ expectations
- Opera
- Ability to work in Fast paced environment
- Answer multi-line phone system
- Experience in Rezovations (A company-based software program)
- Open Table
- Scheduled employees
- AR/AP
- Opening and Closing procedures
- Manage large Cash Deposits
- Data entry
- Medallia
- Reconciliations
- Sales
- Product status tracking
- Vendor Relationship Management
- Procurement
- Product procurement
References
Furnished upon request
Timeline
Customer Service Representative
Splash /The Portland Group
08.2023 - Current
SUPERVISER FRONT DESK /CONCIERGE
SUMMER HOUSE INNS
06.2015 - 10.2019
Hostess
29 FAIR
06.2015 - 10.2019
Member Service Rep
Blue Cross Blue Shield
05.2010 - 05.2013
Concierge
Discover Boston
09.2002 - 03.2009
Reservations Agent
Holiday Inn Select
02.2000 - 09.2002
Associates - Business Hospitality
South University
High School Diploma -
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