ANISIA SPANN
Phoenix,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills, as it relates in a day to day operation of the working world giving me the opportunity for growth in a fast-paced environment.
Overview
10
10
years of professional experience
Work History
Card Service Advisor (Card Payment)
Upgrade Inc.
Phoenix, AZ
04.2022 - Current
- Answer incoming customer calls regarding billing issues, service questions and general concerns
- Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
- Provide thorough and accurate documentation to customer accounts across our communication channels
- Maintain superior quality assurance results.
Title Specialist
Carvana, LLC
Tempe, AZ
02.2021 - 03.2022
- Prioritize high sensitivity tasks to ensure all deadlines are met in a timely manner
- Ask probing questions, understand the customers' needs and priorities, and problem-solve in real time
- Collaborating with internal teams such as Registration, Financial Operations, and other key Carvana departments
- Helping resolve customer account issues: title and registration, repairs needed after vehicle delivery, and financing inquiries.
Customer Success Specialist
Wells Fargo
Phoenix, AZ
03.2020 - 12.2020
- Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations
- Quickly answering customer service inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues on a variety of more complex financial products, and services
- Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication
- Navigating multiple computer systems; researching and assessing customer needs, and offering appropriate solutions.
Repayment Advisor
University of Phoenix
Phoenix, AZ
08.2018 - 01.2020
- Educate and advise current and former students about options, requirements and obligations for successful repayment of federal student loans; provide timely, accurate and comprehensive customer service to former and current students, including resource information about re-enrollment, student finance, career services and other related areas
- Calculate repayment plan estimates and qualify students for eligibility for a variety of options, including repayment plans, postponements (deferments and forbearances), loan consolidation, loan forgiveness and loan discharge.
Customer Service Representative
Humana Pharmacy
Tempe, AZ
09.2016 - 11.2017
- Requires outbound and inbound contact in a call center environment to educate potential consumers on the cost savings and other benefits available through Humana Pharmacy
- Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as refilling prescriptions, checking the status of an order, eligibility, claims, and correspondence
- Research complex issues across multiple databases and work with support resources to resolve customer issues and partner with others to resolve escalated issues.
Inbound Customer Technical Support
Concentrix
Tempe, AZ
10.2015 - 07.2016
- Resolve customer concerns by working to create win-win resolutions for both the company and its consumers receiving inbound calls
- Responsible for effectively writing and verbally communicating, applying sound judgment and effective business decision ability in servicing the customer.
Customer Service Representative
Logisticare Solutions
Phoenix, AZ
08.2014 - 09.2015
- Providing superior customer service to clients, efficient and accurate entering of all customer service requests into Logisticare's data management system
- Performing all gatekeeping functions related to trip authorization
- Documenting and resolving complaints and issues.
Education
Glendale Community College
01.2020
Estrella Mountain Community College
08.2017
High School Diploma -
Estrella High School
05.2014
Skills
- Positive attitude and willingness to work with teammates to accomplish tasks
- High attention to detail, analytical mindset and problem-solving skills
- Excellent verbal, written communication, and organizational skills
- Ability to thrive in a fast-paced and changing environment with ease and with minimal supervision
- Proven track record of meeting and exceeding production and quality expectations
- Coaching and mentoring new hires
Volunteer Work Membership
- Upgrade Inc- P.I.C- Process Improvement Committee
- Upgrade Inc- PL & PCL Welcome Calls
- University of Phoenix- P.E.P- People Engaging with People
- University of Phoenix- Alumni Homecoming Game 2019
Timeline
Card Service Advisor (Card Payment)
Upgrade Inc.
04.2022 - Current
Title Specialist
Carvana, LLC
02.2021 - 03.2022
Customer Success Specialist
Wells Fargo
03.2020 - 12.2020
Repayment Advisor
University of Phoenix
08.2018 - 01.2020
Customer Service Representative
Humana Pharmacy
09.2016 - 11.2017
Inbound Customer Technical Support
Concentrix
10.2015 - 07.2016
Customer Service Representative
Logisticare Solutions
08.2014 - 09.2015
Glendale Community College
Estrella Mountain Community College
High School Diploma -
Estrella High School