Grant Edwards

Results-driven customer engagement, sales, and account management professional with 10+ years of experience building customer relationships, driving revenue growth, and delivering exceptional service in SaaS, technology, and high-volume customer environments. Proven ability to manage high-value customer interactions, exceed performance goals, strengthen customer loyalty, and create positive customer experiences through consultative communication and relationship-focused support. Experienced working remotely in fast-paced, metrics-driven environments.

Sales Development Representative - Wix - Remote

(2025-09 - 2026-05)

• Generated an average of 30 qualified meetings per month for the Wix POS team through inbound and outbound prospecting efforts
• Influenced approximately $20,000 in monthly revenue through successfully sourced and qualified sales opportunities
• Built trust with prospective customers through consultative conversations focused on identifying business needs and recommending solutions
• Maintained consistent pipeline activity and schedule adherence while collaborating cross-functionally with sales and support teams
• Guided customers toward solutions aligned with their operational goals and business challenges

Priority Support Specialist - Wix

(2024-10 - 2025-09)

Delivered high-touch support for escalated customer situations, including high-value and premium users requiring personalized service, empathy, and advanced problem resolution.

• Managed complex customer interactions while balancing customer satisfaction, retention goals, and operational performance expectations for a portfolio of priority accounts
• Coordinated with internal teams to ensure timely and effective customer outcomes
• Built trust with customers during sensitive or high-stress situations requiring strong communication and emotional awareness

Billing Specialist - Wix

(2021-10 - 2024-09)

Assisted customers with billing, payment, fraud, and account-related concerns in a fast-paced support environment

• Managed sensitive customer conversations with professionalism, empathy, and strong attention to detail
• Resolved escalated customer issues while maintaining customer satisfaction and retention goals
• Navigated multiple systems simultaneously while documenting customer interactions accurately

Customer Service Representative - Wix

(2021-04 - 2021-10)

Served as a Tier 2 escalation specialist supporting billing, fraud, and risk inquiries via phone, chat, and email

• Managed high-volume inbound customer interactions while maintaining quality and productivity standards
• Trained Tier 1 agents on customer experience best practices and escalation reduction
• Delivered solution-oriented support focused on improving customer outcomes and overall experience

Microsoft 365 Ambassador - Experis IT

(2020-08 - 2021-04)

Supported Microsoft 365 customers with account assistance, troubleshooting, and product education in a remote support environment

• Assisted users with productivity tools, licensing, and technical issue resolution
• Delivered customer-focused support while maintaining productivity expectations in a fast-paced environment
• Helped customers successfully navigate Microsoft cloud products and services

Office 365 Productivity Specialist - GoDaddy

(2016-09 - 2020-08)

• Consistently achieved daily sales targets averaging $1,000 in a high-volume inbound call environment serving business customers
• Identified customer business needs and recommended appropriate Microsoft 365 services, security add-ons, encryption, and archiving solutions
• Delivered consultative customer support through phone, email, and screen-sharing interactions
• Maintained strong customer satisfaction while balancing technical support responsibilities and revenue-focused expectations
• Built long-term customer relationships through solution-oriented guidance and exceptional customer service

Hosted Exchange & SSL Support - GoDaddy

(2015-09 - 2016-09)

• Consistently achieved daily sales goals averaging $1,200 in a metrics-driven inbound support environment
• Identified customer needs and recommended appropriate Hosted Exchange, email, and SSL solutions
• Delivered consultative customer support while maintaining productivity and customer satisfaction standards
• Assisted customers with email setup, dashboard administration, and message delivery troubleshooting
• Guided customers through business email and security solutions tailored to their operational needs

Inbound Technical Support - GoDaddy

(2013-04 - 2015-09)

• Achieved daily sales targets averaging $500 in a high-volume inbound call center environment
• Consulted with customers regarding business goals and recommended products and services aligned to their needs
• Delivered technical support across domains, hosting, DNS, website, email, and security products
• Educated customers on best practices to support and grow their online business presence
• Maintained strong customer service standards while balancing sales and productivity expectations

Associate Degree - Law Enforcement - Iowa Central Community College