Akiera Spear
Killeen,TX
Summary
An experienced customer service professional with a strong sense of time management and a solid understanding of the customer service industry. Expert at troubleshooting problems and building successful solutions. The ability to empathize with customers is another key skill I bring to the table. I strive to create a positive customer experience, understanding their needs and providing solutions that help them achieve their goals. Overall, my customer service experience, problem-solving capabilities, and communication skills all make me a valuable asset to any organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Loyalty Care Representative
Marriot International
03.2023 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Inktel
09.2022 - 01.2023
- Handled customer inquiries, payments and service requests
- Enhanced customer satisfaction with fast, knowledgeable service
- Managed customer calls efficiently in fast-paced call center environment
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken
- Remained current on new marketing campaigns to respond appropriately to marketing related inquiries
- Navigated multiple computer systems and utilized search tools to find information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Client Services Officer
Sage Legacy Counsel
02.2018 - 08.2020
- File Management both physical and electronic files
- Document preparation and reproduction for both client and team review
- Reviews, prioritize and distribute mail
- Basic data entry
- Assist in event management and preparation
- Assist in event preparation of regularly scheduled reports
- Maintain contact lists and assist with social media marketing
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken
- Checked in on clients with direct visits and quality assessment calls
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software
- Documented all call information according to standard operating policies and procedures
- Prepared and filed basic motions for cases
- Tracked deadlines, documents and calendars through computerized case administration and management system
- Served as administrative assistant by completing clerical, secretarial and administrative activities
Central Finance Specialist Representative
Fort Hood National Bank
05.2015 - 12.2015
- Brought in highly qualified applicants, targeted recruitment strategies on key candidate pools
- Delivered fast and friendly service to handle questions and service complaints
- Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere
- Performed manual labor tasks to detailed instructions from supervisors
- Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
- Planned and executed strategies to increase business and drive profit growth
- Delivered exceptional customer service to bolster strong relationships and build positive experiences
- Helped office personnel with errands, paperwork and data entry
Education
Some College (No Degree) -
Central Texas College
Killeen, TexasSkills
- Technical troubleshooting
- Customer satisfaction
- Account updates
- Inbound call management
- Time Management
- Conflict Resolution
- Ability to multitask
- Excellent communication skills
- Service standard compliance
- Information Gathering
- Customer needs assessments
Certification
- Fundamentals of Supervision and Management
- Individual Excellence
Timeline
Loyalty Care Representative
Marriot International
03.2023 - Current
Customer Service Representative
Inktel
09.2022 - 01.2023
Client Services Officer
Sage Legacy Counsel
02.2018 - 08.2020
Central Finance Specialist Representative
Fort Hood National Bank
05.2015 - 12.2015
Some College (No Degree) -
Central Texas College
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