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
2021.06 - 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
2019.04 - 2020.12
- - 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
2018.06 - 2019.04
- - 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.
2016.04 - 2018.05
- - 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
2010.11 - 2016.04
- - Managed daily operations and team performance while maintaining high customer satisfaction levels.
- - Streamlined staff onboarding and retention efforts.
Warehouse Specialist
American Ink & Oil
2008.05 - 2010.11
- - 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, MA01.2014
High School Diploma - undefined
Norwood High School
Norwood, MA01.2011
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
2021.06 - Current
Relationship Banker
Citizens Bank NA
2019.04 - 2020.12
Home Theater Sales Associate
Best Buy
2018.06 - 2019.04
Assistant Store Manager
7-Eleven Inc.
2016.04 - 2018.05
Assistant Store Manager
Bamboo Cafe
2010.11 - 2016.04
Warehouse Specialist
American Ink & Oil
2008.05 - 2010.11
High School Diploma - undefined
Norwood High School
Graphic Design and Business Administration
Emanuel College