Customer Service United States
Resume:
Carol Monique Grant, SDO
Cleveland PD&C Plant
Cleveland, OH 44101
*****.*.*****@****.***
A member of a matrixed team contributing my expertise to management and peers.
Customer Service Specialist who cultivates positive customer relationships through clear and helpful communication skills for understanding, which impact consumer's services within organizations.
Respond to cross-functional training in a fast-paced environment.
Experience
United States Postal Service United States Postal Service
Full-time · 2 yrs. 4 mos.
Postal Plant Supervisor Postal Plant Supervisor
Oct 2022 - Present · 5 mos. Cuyahoga County, Ohio, United States
Overseas processing operations within the Cleveland Annex. Communicate with Logistics to transport dispatched mail from daily operations within the Plant to its destination in a timely matter.
Join daily telecom with the management team and engage in instructions on daily processing plans for the plant operations.
Monitoring staffing in work units to ensure full staff is present in order to be successful with daily tasks. In addition, engage in communication with peers regarding daily units reports of consistent improvement within the Processing Operational Plant.
In addition, the recent SV Web Compliance Detail Coordinator which spearheaded ideas to improve operation performance within the Lakeshore Postal Region and Transportation’s dispatches.
Acting Plant Supervisor Acting Plant Supervisor Dec 2021 - Oct 2022 · 11 mos. United States
Overseas the operations of the United States Postal Service with staffing, data reports and telecom meetings within a facility processing plant environment by working with postal logistics which ensures all working mail is processed and dispatched from the plant in a timely matter.
Working with staff to ensure accurate members are reported at all machinery so that there would not be any delay with mail processing.
Reviewing data reports, allow the volume of bundled mail and packages and the forecast of contract shipment and transported mail to be received. Take part in Telecom meetings provide information of expected time to have dispatched completed in a timely matter. This allows mail to arrive at designated postal stations prepared to be delivered to customers.
Mail Processor Clerk
Nov 2020 - Dec 2021 · 1 yr. 2 mos. United States
Process mail bundles and packages on a plant automation machine through keying barcodes and scanning.
Dispersed full boxes of mail to the delivery area; as well as break down and set up for the appropriate mailing process.
In addition, process magazines on a sequence sorting machine in which, the process is completed, mail is ready to be delivered to the customer by the mailperson.
On the flat machinery, ran postal mail to completion. Once completed, disperse to postal transportation so that it can be delivered to the appropriate postal station for delivery.
Medical Mutual
Customer Service Specialist
Medical Mutual · Full-time Aug 2019 - Dec 2020 · 1 yr. 5 mos. Brooklyn, Ohio, United States
Utilizing customer service skills while being a liaison for patients, physicians and providers seeking understanding with medical billing claims and insurance.
MetroHealth Hospital
Hospital Inpatient Concierge
MetroHealth Hospital Full-time Dec 2017 - Jul 2019 · 1 yr. 8 mos. Cleveland Heights, OH, United States
Providing Hotel Hospitality Customer Service skills to Hospital Patient Care.
Utilizing customer service skills and enhancing leadership skills within the MetroHealth Organization at the Cleveland Heights In-Patient Unit.
Establishing customer service care to the MetroHealth In-Patient Unit toward diverse patients recouping from medical setback.
Overseeing existing and newly trained hospital volunteers while projecting concierge skills and enhancing the wellness of MetroHealth's patients.
Providing daily patient feedback data to the MetroHealth's decision board which assist with future unit building and patient services.
Act as part of the CARETEAM to MetroHealth's Hospital patients ensuring excellent patient care.
Uniting MetroHealth's Hospital Departments to be part of the wellness vision in the In-Patient Unit.
BLS Certified.
Progressive Insurance
Commercial Auto Customer Service Representative Progressive Insurance · Full-time Jun 2016 - Nov 2017 · 1 yr. 6 mos. Mayfield, Ohio, United States
Liaison and provide commercial quotes to Insurance Agents to assist with generating profits for Progressive.
Apply payments toward commercial auto policies so that they would not lapse cover as non-payment.
Bind newly quoted commercial auto as policies and prepare welcome packages to the Progressive family to clients.
Clarify different commercial auto coverage that the client has and can obtain through Progressive Insurance.
AT&T Corporation
Customer Service Representative AT&T · Full-time Nov 1997 - Jun 2016 · 18 yrs. 8 mos. Cleveland, Ohio, United States
Meet and exceed service and quality standards every review period.
Manage customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Effectively monitor high volume of inbound and outbound customer phone calls.
Analyze call volume and average call time while observing Customer Service Representatives’ performance and productivity.
Develop and process controls and metrics for daily management reporting of the call center.
Gather and verify customer information for tracking purposes.
Manage high call volume with tact and professionalism.
Operate as a Floor Lead to assist current Customer Service Representative with complex decision making and operating functions on basic computer applications related to the job at hand.
Education
Keller Graduate School of Management
Master of Public Administration and Healthcare Management; MPA 2018 - 2019
Grade: 4.0
DeVry University
Bachelor of Business Administration - BBA, Business Management and Finance 2013 - 2017
Grade: 3.34
Activities and societies: Spring 2015, Dean's List Activities and societies: Spring 2015, Dean's List
Cuyahoga Community College
Associate of Arts (A.A.), Business Administration and Management, General 1986 - 1996
Grade: 3.0
Organizations
USPS
Safety Ambassador · Nov 2020 – December 2021
Annex Facility
Associated with United States Postal Service
I am an Advocate for employee safety within the Cleveland Annex facility. In addition, promoting proper handling of equipment and lowering the injury rate within the organization. I am an Advocate for employee safety within the Cleveland Annex facility. In addition, promoting proper handling of equipment and lowering the injury rate within the organization.
New Horizon Mixed Bowling League
Member · Aug 1997 - Present
A member of a 3 person's squad of bowling in which fellowship, sportsmanship and team player is practiced and enjoyed.
Volunteered
Phone Operator
St. Jude Medical Mar 2016
I participated with the annual telethon for St. Jude Medical Center for Children with Cancer; Win a Dream House.
I answered phones and took monetary donations until the goal was reached.
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