Elizabeth Granum
HAMPTON
Summary
Dynamic Customer Support Specialist with proven expertise at ITCON Services, excelling in complaint handling and CRM software utilization. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Adept at managing high call volumes while maintaining exceptional service quality, contributing to improved first-call resolution rates and overall team performance.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
ITCON Services
11.2024 - 11.2025
- Provided support to customers via inbound phone calls.
- Resolved customer inquiries promptly, ensuring high satisfaction levels.
- Collaborated with team members to improve response times and service quality.
- Documented customer interactions in CRM system for accurate record-keeping.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Overnight Remodel Associalte
Walmart
08.2023 - 11.2024
- Executed overnight store resets to enhance product placement and visibility.
- Coordinated inventory management processes, ensuring accurate stock levels during remodels.
- Trained new associates on safety protocols and remodeling procedures for improved efficiency.
- Collaborated with team members to optimize workflow and reduce project completion time.
- Monitored quality control during remodels, maintaining high standards of presentation and organization.
- Assisted in implementing new layout designs based on customer shopping patterns and trends.
- Provided feedback on process improvements to enhance overall store operations during remodels.
- Participated in ongoing training opportunities provided by the company, refining skills necessary for successful execution of future remodeling projects.
- Assisted management in implementing store layout changes, leading to improved navigation for customers.
- Cultivated positive working relationships with coworkers from diverse backgrounds, fostering teamwork essential for completing complex remodel assignments.
- Reduced inventory discrepancies by conducting thorough stock counts during overnight shifts.
- Utilized problem-solving skills to address unforeseen challenges during the remodeling process, ensuring minimal impact on store operations and customer satisfaction.
- Ensured an organized workspace throughout the remodel process, minimizing disruption to customers during daytime hours.
- Supported efficient store operations by effectively managing time and prioritizing tasks during overnight shifts.
- Enhanced customer experience by ensuring timely completion of assigned remodel projects.
Head Cashier
Lowes Home Improvement Stores
12.2020 - 06.2023
- Supervised daily cash operations, ensuring accuracy and efficiency in transactions.
- Trained and mentored new cashiers on register systems and customer service protocols.
- Implemented process improvements to reduce checkout wait times and enhance customer satisfaction.
- Managed cash handling procedures, including reconciliation of registers at end of shifts.
- Resolved customer inquiries and issues promptly to maintain positive shopping experiences.
- Collaborated with store management to optimize staffing levels during peak hours.
- Conducted regular audits of cash drawers to ensure compliance with company policies.
- Assisted in developing training materials for cashier onboarding programs.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Assisted customers by answering questions and fulfilling requests.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
- Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
- Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Oversaw implementation of new POS system, enhancing transaction efficiency.
- Streamlined checkout process, reducing average wait time for customers.
- Engaged with customers to gather feedback, leading to improvements in service and product offerings.
- Contributed ideas in team meetings for enhancing customer experience and operational efficiency.
- Maintained up-to-date knowledge of store policies, promotions, and products to provide accurate information to customers.
- Facilitated team-oriented atmosphere, encouraging open communication and mutual support among staff.
- Conducted daily sales reports to track performance and identify areas for improvement.
- Assisted in scheduling shifts for cashier team, ensuring adequate coverage during peak hours.
- Addressed technical issues at checkout, minimizing downtime and maintaining smooth operation.
- Quickly and accurately counted drawers at start and end of each shift.
- Operated POS cash register and equipment to collect payments.
- Processed refunds and exchanges in accordance with company policy.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card, and check transactions to complete customer purchases.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
Head Cashier
Home Depot
05.2019 - 12.2020
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Led cashiers and associates in providing thoughtful customer service.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Processed both cash and card purchases and returns.
- Resolved escalated customer disputes with special actions such as discounts.
- Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.
- Facilitated and logged store opening, closing, and shift changes.
- Collaborated with store management to optimize cashier scheduling for peak hours, maximizing efficiency.
- Implemented loss prevention strategies by vigilantly monitoring transactions and identifying potential theft risks.
- Maintained stock to meet expected customer demand.
- Contributed to achieving store sales targets by suggesting additional purchases to customers, based on their needs and preferences.
- Implemented promotional strategies to increase sales, effectively communicating offers to customers.
- Assisted in inventory management, ensuring product availability and accurate pricing for customers.
- Improved customer satisfaction with prompt and courteous service, resolving complaints and inquiries with empathy and professionalism.
- Developed quick-reference guide for cashiers, reducing errors and increasing transaction speed.
- Collaborated with team members to maintain clean and organized checkout area, promoting positive shopping environment.
- Managed cash drawer accuracy and security, minimizing discrepancies through meticulous cash handling and record-keeping.
- Enhanced team productivity by training new cashiers in efficient checkout procedures and customer service standards.
- Communicated with customers and team members to solve problems.
- Trained team members on cash register operation and cash handling.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Increased customer loyalty and retention.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Supervised daily cash operations, ensuring accuracy and efficiency in transactions.
- Trained and mentored new cashiers on register systems and customer service protocols.
- Implemented process improvements to reduce checkout wait times and enhance customer satisfaction.
- Assisted in developing training materials for cashier onboarding programs.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
- Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately.
- Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Oversaw implementation of new POS system, enhancing transaction efficiency.
- Streamlined checkout process, reducing average wait time for customers.
- Assisted in scheduling shifts for cashier team, ensuring adequate coverage during peak hours.
- Addressed technical issues at checkout, minimizing downtime and maintaining smooth operation.
- Quickly and accurately counted drawers at start and end of each shift.
- Performed cash, card, and check transactions to complete customer purchases.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Set up new sales displays each week with fresh merchandise.
Reimbursement Case Manager
TrialCard
02.2017 - 09.2018
- Coordinated care plans to ensure effective patient outcomes and compliance with treatment protocols.
- Led interdisciplinary team meetings to enhance communication and streamline case management processes.
- Developed and implemented training programs for new case managers, improving onboarding efficiency.
- Analyzed patient data to identify trends, driving targeted interventions and resource allocation.
- Facilitated collaboration between healthcare providers, patients, and families to optimize care delivery.
- Evaluated program effectiveness through regular assessments, contributing to continuous improvement initiatives.
- Advocated for patient needs within healthcare systems, enhancing access to necessary services and resources.
- Managed complex cases by leveraging community resources, ensuring comprehensive support for patients' needs.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Implemented feedback system for clients to share their experiences, enhancing service quality through direct input.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Reduced client wait times for service access by optimizing internal referral processes.
- Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
- Improved client engagement by implementing user-friendly appointment scheduling system.
- Enhanced team collaboration by leading regular case review meetings, promoting unified approach to client care.
- Coordinated with healthcare providers to ensure clients had access to necessary medical services, enhancing their overall well-being.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
Humana Inbound Call Specialist
Conduent
01.2014 - 03.2017
- Managed high-volume inbound calls, ensuring timely resolution of customer inquiries.
- Developed comprehensive knowledge of products and services to enhance customer interactions.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Utilized CRM systems to document interactions and maintain accurate customer records.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Enhanced company reputation by providing exceptional customer service to all callers.
- Improved first-call resolution rates through comprehensive understanding of company products, services, and policies.
- Built strong rapport with customers through active listening, empathetic responses, and expert problem-solving skills.
- Maintained a professional demeanor while handling difficult calls, demonstrating empathy and patience when dealing with frustrated customers.
- Adapted quickly to new software, tools, and processes introduced in the call center environment, ensuring seamless integration into daily workflow.
- Streamlined communication between departments by diligently documenting customer interactions and sharing pertinent information with relevant teams.
- Continuously refined personal approach to inbound call handling based on feedback from supervisors, peers, and self-assessment efforts.
- Updated client records accurately after each interaction, ensuring up-to-date information was available for future reference and followup.
- Increased customer satisfaction by effectively addressing and resolving inbound call inquiries.
- Supported colleagues in managing high call volumes during peak hours, ensuring optimal coverage and minimal hold times for customers.
- Expedited issue resolution with efficient documentation and escalation of complex cases to relevant departments.
- Used ticketing systems to manage and process support actions and requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Office Manager
Durham Center Access
08.2009 - 11.2012
- Oversaw daily office operations, ensuring efficiency and adherence to company policies.
- Streamlined administrative processes, enhancing workflow and reducing operational delays.
- Managed scheduling and coordination of meetings, optimizing use of resources and time.
- Developed training materials for new staff, fostering a culture of continuous improvement.
- Facilitated effective communication between departments, promoting collaboration and information sharing.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
No Degree - Medical Billing And Coding
Durham Technical Community College
Durham, North Carolina, NCSkills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Help desk support
- Data entry
- Call center experience
- Conflict resolution
- Ticket management
- Product knowledge
- Active listening
- Customer response
- Appointment scheduling
- Payment processing
- Referral coordination
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Feedback reception
- Issue follow up
- Attention to detail
- Microsoft windows and office
- Customer service
- Collaborative team player
- Interpersonal skills
- Customer communication and empathy
- Customer service expert
- Problem-solving abilities
- Online chat support
- Highly professional
- Friendly and patient
- Call center operations
Timeline
Customer Support Specialist
ITCON Services
11.2024 - 11.2025
Overnight Remodel Associalte
Walmart
08.2023 - 11.2024
Head Cashier
Lowes Home Improvement Stores
12.2020 - 06.2023
Head Cashier
Home Depot
05.2019 - 12.2020
Reimbursement Case Manager
TrialCard
02.2017 - 09.2018
Humana Inbound Call Specialist
Conduent
01.2014 - 03.2017
Office Manager
Durham Center Access
08.2009 - 11.2012
No Degree - Medical Billing And Coding
Durham Technical Community College