Zaria Grant

Insightful, service-driven professional with 5+ years of progressive achievements in leading each phase of the customer journey. Conceptual thinker, able to establish long-term success roadmaps for each customer with frequent checkpoints to ensure milestones are met. Team player with a positive attitude and record of meeting commitments. Expert at identifying the right tools and processes for innovative solutions to drive customer loyalty. Sharp communicator, able to routinely nurture relationships to capture feedback.  

I am a service-driven professional with over 5 years of experience in leading each phase of the customer journey. I excel in improving client satisfaction and deepening relationships through active listening and crisis intervention skills. My expertise lies in driving product adoption, delivering full business value to clients, and onboarding customers to program services or new implementations. I possess strong communication and relationship-building skills and have the ability to analyze and decipher data to make informed decisions. My areas of expertise include strategic customer success, customer experience, customer retention, onboarding and training, relationship building, business needs assessment, client solution delivery, partnership development, and stakeholder engagement.

Professional Experience:

• Community Service Board Hampton - Newport News (March 2022 - Present): As a Case Manager, I develop success roadmaps and treatment plans for clients, deliver solutions to mitigate issues, and serve as a liaison between clients, caregivers, and service providers.
• Wisconsin Department of Health Services (May 2021 - March 2022): As a Pandemic EBT Case Manager, I managed client inquiries, analyzed financial information, and improved workflow for email inquiries.
• Community Behavioral Support, Inc. (August 2018 - May 2021): As a Client Success professional, I led client onboarding, provided quality behavioral healthcare, achieved 100% client satisfaction, and referred clients to community programs.

Additional Experience:

• Benefits Representative at Conduent
• Enrollment Broker at Maximus
• Customer Service Representative at Walmart

Education:

• Bachelor of Science in Social Work from Norfolk State University (Dean's Honors List)

Certifications:

• Microsoft Certified Application Specialist (MCAS)
• Certified Management Accountant (CMA) from the Institute of Management Accountants

Technical Skills: Proficient in Microsoft Office Suite, Google Workspace, Zoom, Notable, Lauris Online, Cintrix, and SaaS.

I completed my Bachelor of Science in Social Work from Norfolk State University in 2020, and I was honored to achieve the Dean's Honors List during my academic journey. This educational background has equipped me with a strong foundation in social work principles and practices, which is highly relevant to my work in client management, relationship-building, and delivering quality behavioral healthcare.