Valerie Grum
TTEC
Longs
17
years of professional experience
People-centered Service Delivery Team Lead with a history of strengthening customer satisfaction, supporting team development, and maintaining smooth, efficient service operations. Known for quick problem-solving, clear communication, and building positive relationships that enhance collaboration and drive continuous improvement. Consistently exceeds performance expectations through proactive leadership and a commitment to service excellence.
Work History
Chat-Based Customer Service Advocate
8 Months- Efficiently handle multiple queues of chat inquiries simultaneously while exceeding turnaround times and service-level agreements.
- Translate complex insurance terminology into clear, understandable language to support patient satisfaction and reduce repeat inquiries.
- Perform thorough research into claim issues and contribute insights to reduce denials and improve operational efficiency.
- Navigate platforms such as Epic, Availity, and Facets to research claim status, verify benefits, and document interactions.
Team Leader - Service Delivery
4 Years 1 Month- Train and mentor staff on company policies, job functions, and best practices.
- Oversee daily operations to ensure timely task completion and the achievement of key performance metrics.
- Collaborate with team members to set measurable goals and develop successful strategies.
- Lead team meetings and brainstorming sessions to identify improvements and resolve challenges.
- Monitor performance using real-time data to drive accountability and growth.
Delivery Driver
4 Years 6 Months- Complied with health code standards for safe food handling and transportation practices.
- Helped staff members prepare customers' orders for delivery.
- Planned and completed routes based on current traffic for speedy deliveries.
- Communicated with restaurant staff and customers using email, text, and phone calls.
Sales Associate
2 Months- Assisted customers with sales and service needs.
- Resolved customer concerns using strong communication and conflict management skills.
- Supported team with receiving, pricing, and merchandising.
Packer
8 Months- Examined work orders for special instructions and proper packaging components.
- Completed packing and order forms with relevant shipping information.
- Packaged each product or order in appropriately sized containers to avoid damage.
Education
Bachelor of Arts (B.A.) - Applied Behavioral Science
High School
Minored in Technical Theatre
Skills
Effective team management
Proficient in computer applications
Proficient in Microsoft Office
Effective team collaboration
Clear and concise communication
Critical analysis skills
Call center experience
Live chat support
Typing speed
Call center operations
Timeline
Chat-Based Customer Service Advocate
TTEC
10.2025 - CurrentRead More
Team Leader - Service Delivery
TTEC
04.2020 - 05.2024Read More
Delivery Driver
Papa Johns
12.2014 - 06.2019Read More
Sales Associate
Macy's
11.2011 - 01.2012Read More
Packer
Pennock Flower Company
09.2009 - 05.2010Read More
Patapsco High School
High School
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University of Arizona
Bachelor of Arts (B.A.) from Applied Behavioral Science
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