Alicia Spencer
Houston,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Just Energy
Houston, TX
11.2023 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Senior Agent
WEX Health
Houston, TX
10.2022 - 10.2023
- Assisted in the training of new agents and provided guidance to junior staff.
- Developed customer service processes and procedures for the team to follow.
- Monitored call center performance metrics such as average wait time, abandon rate, and customer satisfaction scores.
- Collaborated with other departments to ensure timely resolution of customer inquiries and issues.
- Participated in weekly team meetings and provided updates on progress towards goals set by management.
- Maintained a high level of professionalism when interacting with customers via phone, email, or chat.
- Identified opportunities for cross-selling products or services based on customer needs.
Senior Customer Service Agent
Concentrix
Houston, TX
11.2020 - 12.2022
- Provided customers with product and service information.
- Resolved customer complaints via phone, email, mail, or social media.
- Assisted in training new Customer Service Agents on proper procedures and protocols.
- Responded promptly to general inquiries from customers via telephone or email.
- Ensured compliance with applicable laws and regulations related to customer service operations.
- Analyzed trends in consumer behavior data to develop insights into how customers interact with the company's products or services.
- Created detailed reports on customer inquiries and interactions.
Manger
Burger King
Houston, TX
08.2017 - 09.2020
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
Education
High School Diploma -
Jack Yates Hs
Houston, TX12-2019
Skills
- Scheduling
- Complaint resolution
- Account updating
- Tactful and diplomatic
- Retail store support
- Building rapport
- Credit card payment processing
- Call escalation
- Spreadsheets
Timeline
Customer Service Representative
Just Energy
11.2023 - 08.2024
Senior Agent
WEX Health
10.2022 - 10.2023
Senior Customer Service Agent
Concentrix
11.2020 - 12.2022
Manger
Burger King
08.2017 - 09.2020
High School Diploma -
Jack Yates Hs
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