Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cheryle Grassano

Whiting

Summary

Innovative Customer Service Manager skilled in implementing process changes to improve operational efficiency. Demonstrated expertise in delivering exceptional service to new and existing clients. Seasoned customer service specialist with a proven track record of success in providing excellent support. Committed to continuously improving customer satisfaction through effective problem-solving and communication skills.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

Enova International
06.2016 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Agent

ACA Enrollment
03.2014 - 09.2016
  • In this position I study and successfully completed my Health and Accidental course to become a licensed Insurance Agent
  • I helped clients enroll in the affordable care act and provided them with their subsidy amounts for the current year

Seasonal Sales Manager

The UPS Store
10.2012 - 02.2014
  • In this position I opened the store daily, provided quotes for domestic and international shipping, started insurance claims when needed, performed end of day procedures, managed account billing and receiving

Customer Service Manager

United Supply Services
02.2003 - 07.2012
  • I took inbound as well as made outbound calls to Chicago Public Schools for janitorial suppli
  • I started out a Customer Service agent within one year of proven service I was promoted to Customer Service Manager in which I began a more in depth training program for new employees which lead to less turn over
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • I also was responsible for purchase orders
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Education

High School Diploma -

St. Barbara
Chicago, IL

Skills

  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Trusted to open and close sales
  • DDI Accounting
  • Peachtree
  • Oracle
  • ACT
  • CMS
  • POS
  • MOM
  • Multi Lined phones
  • 10-Key

Accomplishments

  • Improved customer retention in5 years by40% from the previous five years.
  • Reduced staff turnover by50% in one year by implementing several well-received training programs, provided team and morale-building programs.

Timeline

Customer Service Representative

Enova International
06.2016 - Current

Agent

ACA Enrollment
03.2014 - 09.2016

Seasonal Sales Manager

The UPS Store
10.2012 - 02.2014

Customer Service Manager

United Supply Services
02.2003 - 07.2012

High School Diploma -

St. Barbara

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Cheryle Grassano