EVITA SPENCER
Saratoga Springs,NY
Summary
Knowledgeable and dedicated professional with extensive experience in the customer service and technical support industry. A solid team player, as well as a leader, with an outgoing, positive demeanor, and proven skills in relationship-building. Motivated to maintain customer satisfaction, and contribute to company success. Specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented, with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Global Fleet Operations Shift Lead (Hybrid Remote)
Genpact/GE Vernova
09.2023 - Current
- Supervise and support a team in real-time monitoring of global renewable energy assets.
- Lead troubleshooting efforts for up to 50 daily faults, managing escalations and ensuring timely resolutions.
- Train and mentor new team members, ensuring consistent adherence to troubleshooting protocols and best practices.
- Implement workflow improvements that enhance efficiency and reduce asset downtime.
- Coordinate with site teams and customer operation centers to address network interruptions and optimize communication flow.
- Act as the primary point of contact for critical issues, ensuring proper documentation and follow-through.
Service Desk Coordinator (Hybrid Remote)
Groff NetWorks
12.2022 - 06.2023
- Managed incoming service desk tickets via email, phone, and client portals.
- Provided remote troubleshooting and technical support to clients.
- Developed and implemented a tiered system to streamline workload distribution.
- Assisted in system upgrades and IT coordination to improve the user experience.
FIBER SUPPORT SPECIALIST (Remote)
VERIZON
06.2017 - 09.2022
- Delivered technical and customer support in a high-volume contact center.
- Handled 40+ customer calls per day, ensuring high satisfaction and first-call resolution.
- Assisted customers with troubleshooting and account-related inquiries.
- Maintained a 98% or better customer satisfaction rating.
NOC ANALYST
Xerox Litigation Services
08.2016 - 05.2017
- Monitored network operations, and resolved service disruptions.
- Managed database updates, ticket tracking, and defect resolution.
Customer Service Representative
Maximus
08.2015 - 08.2016
- Guided customers through health plan options, ensuring informed decisions.
- Processed policy updates and assisted clients with policy-related inquiries.
Customer Service Representative
Davis Vision
09.2014 - 08.2015
- Assisted clients with insurance coverage, co-pays, and plan benefits.
- Maintained detailed records, and resolved customer issues efficiently.
Education
Radio And Television Arts - Radio And Television Broadcasting
The New School Center For Media
Albany, NY06.2011
GED -
Saratoga Springs High School
Saratoga Springs, NY06.2008
Skills
- Multi-tasker, Microsoft Windows, Apple Mac OS, Knowledgeable in software security and networking concepts
- Client Rapport-Building
- Service Desk Management
- Customer Satisfaction
- Complaint Resolution
- Multitasking and Organization
- Microsoft Office
- Call Center Operations
Timeline
Global Fleet Operations Shift Lead (Hybrid Remote)
Genpact/GE Vernova
09.2023 - Current
Service Desk Coordinator (Hybrid Remote)
Groff NetWorks
12.2022 - 06.2023
FIBER SUPPORT SPECIALIST (Remote)
VERIZON
06.2017 - 09.2022
NOC ANALYST
Xerox Litigation Services
08.2016 - 05.2017
Customer Service Representative
Maximus
08.2015 - 08.2016
Customer Service Representative
Davis Vision
09.2014 - 08.2015
Radio And Television Arts - Radio And Television Broadcasting
The New School Center For Media
GED -
Saratoga Springs High School
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