Arlie Spicer
Clearwater
Summary
Dynamic leader with a proven track record at Macy's, adept in client relations and contract negotiation. Spearheaded innovative customer service and collections strategies, enhancing customer satisfaction and recovery rates. Excels in fostering team collaboration and leveraging comparative market analysis for business growth. Achieved significant improvements in service delivery and operational efficiency.
Overview
35
35
years of professional experience
Work History
Realtor
Berkshire Hathaway Home Service
05.2019 - 05.2024
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Advertised client properties through websites, social media, and real estate guides.
- Maintained connections with clients, delivering exceptional service
Director of Customer Service
Macys
04.1997 - 05.2019
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Established clear communication channels within the department, fostering a positive work environment that encouraged collaboration and innovation.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Launched new customer loyalty program, boosting overall customer engagement and retention.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
Director of Collections
Macys
04.1989 - 04.1997
- Improved collections and disputes process through use of [Software] collections tool.
- Led a team of Collections professionals, providing guidance and mentorship in driving successful outcomes.
- Championed innovative approaches to collections strategies, resulting in higher recovery rates and reduced write-offs due to uncollectible accounts.
- Implemented a robust reporting framework, providing senior management with accurate and timely insights into Collections performance metrics and trends.
- Streamlined collections procedures by implementing new software systems and automating routine tasks.
Education
Bachelor of Science - Sociology
Eastern Kentucky University
Richmond, KY12-1981
Skills
- Client relations
- Strong negotiation skills
- Client needs assessment
Highly professional
Client-oriented
Timeline
Realtor
Berkshire Hathaway Home Service
05.2019 - 05.2024
Director of Customer Service
Macys
04.1997 - 05.2019
Director of Collections
Macys
04.1989 - 04.1997
Bachelor of Science - Sociology
Eastern Kentucky University
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