Cody Grindstaff
Elizabethton
Summary
Dynamic Customer Service Representative with proven success at Advanced Call Center Technologies LLC, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and active listening, consistently exceeding performance metrics. Proficient in CRM software, ensuring efficient management of customer interactions and fostering loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Advanced Call Center Technologies LLC
Johnson City, TN
11.2023 - 01.2026
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Utilized CRM software to manage customer interactions and track issue resolutions.
- Collaborated with team members to enhance service delivery protocols and best practices.
- Handled escalated customer issues, implementing effective solutions promptly.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Correctional Officer
Mountain View Correctional Facility
Spruce Pine, NC
06.2020 - 11.2022
- Monitored inmate behavior to maintain safety and security within facility.
- Conducted regular inspections of facilities to identify potential hazards and ensure compliance with regulations.
- Responded promptly to emergency situations, implementing de-escalation techniques as necessary.
- Assisted in the development and implementation of rehabilitation programs for inmates.
- Collaborated with law enforcement and support staff to enhance operational efficiency and safety protocols.
- Documented incidents accurately, maintaining detailed records for reporting purposes.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
Education
High School Diploma - General Studies
Cloudland
Roan Mountain, TN05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- De-escalation techniques
- Prioritization
- Building rapport
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Sales expertise
- Account management
- Reading comprehension
Timeline
Customer Service Representative
Advanced Call Center Technologies LLC
11.2023 - 01.2026
Correctional Officer
Mountain View Correctional Facility
06.2020 - 11.2022
High School Diploma - General Studies
Cloudland