Customer Service Social Media

CG

CRYSTAL GRIMM

adc5eo@r.postjobfree.com C: 720-***-**** Thornton, CO 80241

Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Able to identify and resolve concerns while promoting new products and meeting sales objectives. Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

Credit card payment processing

Microsoft Office expertise

Customer service

Business development understanding

Stockroom procedures

Inbound and outbound calling

Call center experience

Employee coaching

Organizational strengths

Clerical support

Quality control

Direct sales

Shipping and receiving understanding

Conflict resolution

High-energy aitude

Urban Lending Solutions LLC

Broomfield, CO

Customer Service Manager

01/2013 - 05/2015

Trained new hires on relationship building, benefit-oriented sales presentations, sales processes

Maintained revenue streams by exhausting every option before offering refunds.

Answered customer requests with friendly, knowledgeable service and support.

Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery. Scheduled appointments with Underwriting and CSM's to meet customer needs and resolve key concerns.

Evaluated customer account information to assess current issues and determine potential solutions.

Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.

Essence Of Touch Spa Broomfield, CO

Spa Manager

02/2012 - 12/2012

Applied knowledge in budgeting, aesthetics and employee development to foster profitable spa operations.

Hired, led and provided performance management for all spa employees. Mentored team members to effectively managed 16 massage therapists. Developed programs focused on client objectives.

Rebranded spa by implementing digital and promotional marketing plans, including new website and creating collateral and leveraging social Summary

Skills

Experience

media outreach with Facebook.

Used social media content to drive revenue, including Instagram, Facebook and LinkedIn.

Documented client records and information.

Created seasonal and targeted offers to enhance visibility and generate revenue.

Organized business accounting and invoicing in QuickBooks. Led profitable spa operations through budgeting, aesthetics, employee training and renewing dormant client memberships.

Elite Auto Glass Denver, CO

CSR / Store Organizer / Floater

06/2004 - 05/2011

Answered 100+ inbound calls per day and directed to designated individuals or departments.

Prepared, completed and processed customer account forms and database changes.

Interviewed customers regarding Glass issues and reported feedback to management team.

Met or exceeded revenue objectives by promoting Glass repair and replacement to customers during service, account and sales follow-up calls.

Achieved high sales percentage with consultative, value-focused customer service approach.

Trained 10 new employees each quarter in procedures and policies in order to maximize team performance.

Recommended, selected and helped locate merchandise based on customer needs and desires.

Answered 100+ daily phone calls to resolve Glass repairs to customer issues efficiently.

Heritage College - Denver Denver, CO

Associate of Arts in Master Aesthetician

05/2011

Business Development - Initiated two key partnerships which resulted in 100% revenue growth. Documentation - Wrote and edited documents to keep staff informed on policies and procedures. Education and Training

Accomplishments

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