Dynamic Customer Service Leader with 19+ Years Experience

Kristine Grimes

CUSTOMER SERVICE/LEAD

**** *** ********** ** *********, MA 02747 +1-774-***-**** **********@*****.*** Professional Summary

Dynamic customer service professional with 19+ years in account management, inside sales, and team leadership. Expert in resolving customer inquiries, mentoring staff, and driving efficient processes. Proven ability to engage clients and foster retention in fast-paced environments, now eager to leverage consultative sales and proactive support skills. Work Experience

Corporate Account Executive Inside Sales

Ahead, LLC New Bedford, MA

April 2016 to August 2024

• Delivered comprehensive customer support by managing account and order inquiries via phone and email, ensuring first call resolution and customer satisfaction

• Collaborated cross-functionally to follow orders from placement to completion, enhancing order quality and customer retention

• Trained and mentored new hires, fostering team integration and improving service delivery

• Assisted service team with rapid problem-solving to resolve customer concerns and escalations

• Quoted customers on projects, negotiating art details to secure orders and promote customer engagement

• Supported outside sales team with accounts across US, Canada, and South Africa, enhancing client relationship development

• Proposed and implemented process improvements to increase division efficiency and customer experience Customer Service Representative

Nestle Waters, NA Raynham, MA

March 2014 to March 2016

• Managed 100-120 inbound calls daily, delivering world-class customer service and resolving inquiries efficiently

• Resolved customer disputes and billing issues, ensuring smooth account adjustments and payment processing

• Educated customers on product promotions and benefits, driving additional sales and customer engagement

• Consistently exceeded monthly service targets, contributing to customer retention and satisfaction

• Recognized as "Employee of the Month" for outstanding service and commitment to customer success OFFICE/DEPARTMENT MANAGER

Blue Fleet Welding, Inc New Bedford, MA

March 2002 to August 2007

• Managed office operations and led a team of ten, ensuring efficient workflow and high team performance

• Oversaw accounts payable and receivable, maintaining accurate financial records and timely collections

• Processed payroll and managed company banking activities, supporting organizational financial health

• Upgraded filing systems to QuickBooks, improving data accuracy and operational efficiency

• Handled invoicing and inventory management, supporting seamless business operations Teller

Citizens' Bank New Bedford, MA

October 1998 to March 2002

• Assisted customers with daily banking needs, providing friendly and accurate service

• Balanced cash drawer daily with precision, ensuring financial accuracy

• Cross-sold banking products, enhancing customer relationships and branch revenue

• Maintained inventory and ordered branch supplies, supporting operational readiness

• Organized and filed financial reports, contributing to branch compliance and record-keeping Education

college and business (HIGH SCHOOL DIPLOMA)

New Bedford High School New Bedford, MA

September 1994 to June 1998

Skills

Customer complaint resolution Managing customer accounts Customer inquiry handling Account management Order processing Customer support Inside Sales Sales negotiation Conflict management Team management Organizational skills Microsoft Excel Microsoft Word Phone etiquette Customer communication

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