Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Steven LaGrant

Salem

Summary

Customer-focused professional with over 7 years of experience in customer service, account management, and team leadership. Expertise in driving customer satisfaction and retention through proactive engagement and customized solutions. Proven success in cross-functional collaboration, leveraging CRM tools, and implementing process improvements to enhance the overall customer experience. Committed to fostering strong relationships and delivering exceptional service that aligns with organizational goals.

Overview

17
17
years of professional experience

Work History

Member Service Representative

Tufts Health Public Plan
06.2021 - Current
  • - Managed a portfolio of 300+ members, providing personalized support that improved satisfaction and retention.
  • - Resolved member inquiries and claims with a 95% resolution rate within SLA timelines.
  • - Partnered with internal teams to enhance onboarding processes, improving first-contact resolution.
  • - Provided data-driven recommendations to leadership to optimize member engagement strategies.

Relationship Banker

Citizens Bank NA
04.2019 - 12.2020
  • - Built and maintained strong client relationships, increasing cross-selling of financial products.
  • - Conducted success check-ins to understand client needs and recommend tailored banking solutions.
  • - Delivered coaching on digital banking tools, improving adoption rates and customer satisfaction.

Home Theater Sales Associate

Best Buy
06.2018 - 04.2019
  • - Delivered expert product education, increasing customer satisfaction and driving sales growth.
  • - Provided post-purchase support to ensure successful installation and use of technology products.

Assistant Store Manager

7-Eleven Inc.
04.2016 - 05.2018
  • - Led a team of 12 employees, improving customer service ratings through coaching and process improvements.
  • - Oversaw day-to-day operations including scheduling, cash handling, and employee training.

Assistant Store Manager

Bamboo Cafe
11.2010 - 04.2016
  • - Managed daily operations and team performance while maintaining high customer satisfaction levels.
  • - Streamlined staff onboarding and retention efforts.

Warehouse Specialist

American Ink & Oil
05.2008 - 11.2010
  • - Coordinated shipping and receiving operation.
  • - Resolved logistical issues promptly to ensure timely product delivery and customer satisfaction.

Education

Graphic Design and Business Administration

Emanuel College
Boston, MA
01.2014

High School Diploma - undefined

Norwood High School
Norwood, MA
01.2011

Skills

  • Customer onboarding
  • Account relationship development
  • Proficient in CRM tools
  • Reporting and data interpretation
  • Collaborative teamwork across departments
  • Workflow optimization
  • Skilled in resolving conflicts
  • Leadership and mentoring

Languages

English
Native or Bilingual

Timeline

Member Service Representative

Tufts Health Public Plan
06.2021 - Current

Relationship Banker

Citizens Bank NA
04.2019 - 12.2020

Home Theater Sales Associate

Best Buy
06.2018 - 04.2019

Assistant Store Manager

7-Eleven Inc.
04.2016 - 05.2018

Assistant Store Manager

Bamboo Cafe
11.2010 - 04.2016

Warehouse Specialist

American Ink & Oil
05.2008 - 11.2010

High School Diploma - undefined

Norwood High School

Graphic Design and Business Administration

Emanuel College

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Steven LaGrant