Customer Support Service

JAHMAL GRADY

Charlotte, NC 704-***-****

***********@*****.***

PROFILE

Proactive and results-oriented customer support leader with over 7 years of experience in high-performance environments, including direct team leadership. Adept at driving team efficiency, optimizing workflows, and delivering exceptional customer experiences. Demonstrated expertise in resolving escalated issues with precision and professionalism while fostering team development and aligning performance metrics to organizational goals. Passionate about contributing to innovative, customer-centric environments, and excited to bring my leadership skills to the fast-paced sports gaming industry at Underdog.

EXPERIENCE

Maintenance Lead

Inlivian, Charlotte, NC

February 2023 – Present

• Spearheaded the management and prioritization of maintenance service requests, ensuring operational continuity while reducing downtime through proactive planning and troubleshooting.

• Led a high-performing team, consistently delivering results by training members, maintaining optimal equipment performance, and driving adherence to safety protocols.

• Introduced streamlined preventive maintenance initiatives, improving response times and operational efficiency.

Restoration Expert

ERX - Emergency Restoration Experts

January 2020 – July 2023

• Managed emergency restoration projects end-to-end, ensuring compliance with stringent building codes and delivering high-quality restoration services for fire, water, and mold damage cases.

• Developed and led cross-functional teams, aligning restoration efforts with customer expectations and timelines, achieving consistent client satisfaction.

• Identified and implemented process improvements to reduce project turnaround times while maintaining quality standards. Customer Service Representative

OnStar

January 2019 – January 2020

• Orchestrated customer resolutions through multi-channel communication, ensuring timely and effective responses to complex inquiries.

• Leveraged advanced problem-solving techniques to address and escalate high-priority issues, enhancing customer satisfaction.

• Implemented systems for tracking and documenting customer interactions, leading to improved reporting and service delivery efficiency. Store Manager

General Nutrition Center (GNC)

January 2018 – January 2019

• Directed store operations, driving a customer-first culture that led to improved sales performance and heightened customer loyalty.

• Executed strategic merchandising plans and maintained stock accuracy, enhancing the overall customer shopping experience.

• Delivered measurable improvements in team productivity by introducing workflow optimizations and facilitating team training initiativese. EDUCATION

Central Piedmont Community College – Audio Engineering / Business Management Graduated January 2016

Rocky River High School – Graduate

Graduated January 2014

SKILLS

Leadership & Team Optimization: Proven ability to inspire teams to achieve and exceed key performance indicators (KPIs), while fostering an environment of continuous improvement.

• Customer Support Technology: Proficient in customer support platforms such as Zendesk, Intercom, and other CRM tools to streamline operations.

• Strategic Problem Solving: Expert at identifying challenges, proposing solutions, and executing high-impact strategies to resolve complex customer issues.

• Metrics-Driven Mindset: Strong ability to interpret data, performance metrics, and actionable insights to drive improvements in customer service delivery.

• Sports Enthusiast: Deep knowledge of fantasy sports platforms and seasonal user trends, contributing to a seamless customer experience.

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