Naomi Grant
@naomigrant
Accomplished customer service professional with over 5 years of experience.
What I'm looking for
As a dedicated customer service professional with over five years of experience, I have honed my skills in delivering high-quality support in fast-paced environments. My journey has been marked by a commitment to resolving complex inquiries with clarity, empathy, and efficiency. I pride myself on maintaining a calm and professional demeanor, even in challenging situations, which has allowed me to exceed performance goals across multiple service channels.
In my recent role as a Subject Matter Expert at Gopuff, I partnered with cross-functional teams to develop support strategies that significantly reduced client escalations and enhanced service outcomes. I have a proven track record of analyzing team metrics to identify bottlenecks and implementing data-driven strategies that boost overall support efficiency. My ability to deliver proactive and personalized support has consistently resulted in high customer satisfaction and loyalty.
Throughout my career, I have demonstrated an unwavering commitment to building trust and driving satisfaction. I am adept at using CRM tools and streamlining internal processes to enhance the customer experience. I believe that representing companies with integrity and care is essential in fostering lasting relationships with clients.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
Gopuff
May 2022 - Mar 2025 (2 years 10 months)
Partnered with cross-functional teams to develop support strategies that reduced client escalations and enhanced service outcomes. Maintained and enhanced internal knowledge base systems, optimizing support workflows and cutting average case resolution time.
Customer Support Representative
Gopuff
Jan 2021 - May 2022 (1 year 4 months)
Provided high-volume customer support across phone, chat, and email channels, resolving inquiries related to orders, refunds, and delivery issues. Collaborated with internal teams to improve response efficiency and consistently met KPIs.
Client Advocate
Freedom Financial Network
Nov 2019 - Jan 2021 (1 year 2 months)
Assisted clients in identifying personalized financial solutions through thoughtful consultation and needs assessments. Maintained detailed client records in CRM systems and collaborated with internal departments to streamline service delivery.
Client Support Representative
SoFi
Jul 2018 - Oct 2019 (1 year 3 months)
Assisted members with inquiries related to student loan refinancing and digital banking features. Resolved account access issues and collaborated with risk and compliance teams to ensure client satisfaction.
Education
Degrees, certifications, and relevant coursework
Glendale Community College
Associate of Science, General Business
Pursued an Associate of Science degree in General Business, focusing on foundational business principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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