Customer Experience Service

CG

CAROLINE GRANESE

***********@***.*** +1-760-***-****

Dynamic leader with a proven track record in customer satisfaction and team leadership, notably at American General Finance. Skilled in resolving customer inquiries and adept in problem-solving, I excel in building relationships and driving revenue growth. Recognized for turning around underperforming sectors by over 98%, showcasing adaptability and effective communication.

Expert in resolving customer inquiries

Team building and leadership

Adaptability

Problem solving

Effective Communicator

Empathy

Finance of America Reverse Mortgage

San Diego, CA

Customer Experience Specialist

04/2022 - 05/2024

Responsible for providing customer service support to Finance of America Reverse (FAR) by building relationships with borrowers over the phone to assist in general inquiries, basic product knowledge, and a smooth handoff to the sales department.

Delivered an outstanding customer experience, with a focus on satisfaction and relationship-building.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Amazon.com San Diego, CA

Amazon Delivery Driver

06/2021 - 03/2022

Safely drive and operate your delivery vehicle at all times Used a hand held device for routing information, delivery information Load and unload packages to be delivered

Lift packages up to 70 lbs

Orion Sailing Newport Beach, CA

Sales/Business Development

05/2017 - 05/2021

Engaged with customers to effectively build rapport and lasting relationships

Increased account base by 25 to 200 over 2 years, leveraging networking and referrals

Expert in cold calling, negotiating contracts, sales and forming long-term relationships with new and current clients

IHSS San Diego, CA

Caretaker

09/2019 - 05/2020

Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions

Monitored progress and documented any patient health status changes, keeping healthcare team updated

Mother Ill Boston, MA

Caregiver

03/2015 - 04/2017

CariCord Inc Irvine, CA Worked to develop network by identifying and pursuing new leads, Summary

Skills

Experience

Outside Sales

04/2014 - 03/2015

attending industry events and building rapport with clients Generated revenue by liaising between doctors and companies to sell products

Performed cold-calling and follow-ups with leads to secure new revenue Green Sails Miami, FL

Outside Sales

11/2012 - 04/2014

Demonstrated consistent track record of overachieving sales quotas Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory

Contributed to team objectives in fast-paced environment P.C. Housing San Diego, CA

Outside Sales

08/2011 - 11/2012

Performed cold-calling and follow-ups with leads to secure new revenue Maintained relationships with customers and found new ones by identifying needs and offering appropriate services Resolved problems with high-profile customers to maintain relationships and increase return customer base

CitiFinancial San Clemente, CA

Manager

08/2007 - 03/2010

An experienced leader with a strong track record of product and service expansion coupled with increasing revenues and customer utilization Completed Internal Training Courses: Retail Sales, Human Resources Management, Management and Supervisory Skills

Branch manager responsible for recruitment, hiring, and development of staff including monthly recaps, annual reviews for employees and recommendation of appropriate salary adjustments

American General Finance Oceanside, CA

Manager

07/1998 - 08/2007

Rated greater than 98% on customer satisfaction surveys on dependability, knowledge, trustworthiness, and integrity

Recognized by Regional Management as a turn around specialist Onboarded new employees, including training, mentoring and new hire documentation

Responsible for promoting over 14 people

Household Fin San Diego, CA

Manager

12/1997 - 07/1998

Introduced higher standards for customer service and increased efficiency by streamlining operations

Resolved customer complaints while prioritizing customer satisfaction and loyalty

Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status

Avco Financial Services California

Manager

06/1991 - 12/1997

Led business development and marketing efforts, which expanded the customer base and introduced products to new markets and clients Recognized as lead performer regionally in new business development Oversee more than 3000 financial accounts

St. Michael's College Winooski, VT

B.A. in Liberal Arts, Elementary Education

05/1989

Education

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