Connor Grant Email & Phone Number

Chicago, Illinois, United States

• Manage diverse range of products, to ensure catalogs are accurate, up-to-date, and comprehensive• Close collaboration across merchandising and vendors to refine product offerings, update pricing, and maintain integrity of product data• Leverage data to review pricing, productivity, and position in the market, with the goal to provide actionable insight to remain competitive and innovative.

Chicago, Illinois, United States

• Responsible for maintaining and building data-driven tools to evaluate performance and departmental data• Examined past team performance data to identify patterns and trends• Partnered cross-functionally on customer support related projects to improve customer engagement and satisfaction• Utilized tools and systems including: SQL Snowflake, Jupyter notebook within Amazon AWS, Google Looker, Zendesk, and Google Sheets

Greater Chicago Area

• Handled all incoming and outgoing calls, including escalations in a fast-paced, goal oriented department. • Assisted Third Party DMC's with settlement agreements to close out delinquent customer accounts.• Provided quality customer service regarding collections issues while maintaining the goal of reducing delinquency. • Utilized computer systems to process customer requests pertaining to payments and/or account maintenance. • Effectively communicated account statuses with customers. • Leveraged system data and product knowledge to educate customers about best practices when establishing financial responsibility. • Performed other assigned tasks and duties necessary to support the Arrangements Team.

Chicago, Illinois

• Reviewed inbound/outbound calls along with all written communication made by customers to identify internal communications/triggers with the goal to decrease unnecessary contact volume• Collaborated with business analyst team utilizing ETL cleaning processes with large data sets pulled from internal CRM to provide visual analysis through Excel pivot tables• Assisted with assigning appropriate credentials through InContact for employees transitioning to new departments and/or roles• Researched call transcription and interactive voice response software to better assist internal operations • Managed ad-hoc projects and tasks within Jira• Updated customer-facing FAQs on the external website

• Oversaw 6 employees to assist with daily tasks and lead coaching sessions• Assisted in quarterly reviews with management for direct reports• Assisted with interviewing and hiring internal members to the QA team• Participated in weekly meetings with operation’s management to address and review trends noticed within the call center• Tracked negative online reviews and delegated the appropriate actions to customer service associates• Audited and assessed calls of agents in varying departments weekly to ensure company protocol was maintained• Ensured expected quality of service being provided by agents was consistent• Identified and reported positive and negative trends found internally with agents in various departments

Greater Chicago Area

• Audited and assessed calls of agents in varying departments weekly to ensure company protocol was maintained• Hosted coaching sessions with new sales and customer service agents Completed external research to ensure our service was comparable to the industry standards

• Acted as a liaison between ticket buyers and sellers to provide the highest level of customer satisfaction• Assisted ticket brokers with their accounts; Resolved pricing discrepancies, provided smooth delivery of inventory to clientele, and kept sellers' information up to date• Resolved problematic orders with sellers in which inventory provided was invalid or double sold• Provided exceptional care for high value order issues by providing alternative inventory at competitive pricing• Communicated across multiple departments to efficiently resolve order issues

Chicago

• Trained customer service agents on order fulfillment and escalation protocol• Had responsibility for VIP clients with order values ranging between $1,000 - $20,000• Acted as a liaison between ticket buyers and sellers to dissolve escalated issues • Communicated with multiple departments and various levels of management to resolve order issues• Assisted with organizing, coordinating, and adjusting in person deliveries for customers• Assisted with fraud prevention by verifying client information and requiring authorization forms• Made outbound calls to ticket brokers to negotiate inventory pricing for clients

Certification, Data Science

A 6 month program focused on technical programming skills within Excel, VBA, Python, JavaScript, SQL Databases, Tableau, Big Data.

Bachelor'S Degree, Communications In Media

Education record