Freda Spalding
Hollywood,FL
Summary
Dynamic customer service professional with a proven track record at Verizon Wireless, achieving a 97% first-contact resolution rate. Skilled in conflict resolution and proactive planning, I excel in enhancing customer satisfaction and mentoring teams, driving productivity improvements. Committed to delivering exceptional service and fostering strong client relationships.
Overview
27
27
years of professional experience
Work History
CUSTOMER SERVICE AGENT
Waste Pro USA
Pembroke Pines, FL
11.2025 - Current
- Handle high-volume inbound customer inquiries, managing up to 90 calls daily while maintaining quality service standards
- Resolve complex customer issues including billing discrepancies, service schedules, missed pickups, and route changes with efficiency and professionalism
- Utilize CRM and scheduling systems to accurately document customer interactions, update service requests, and ensure timely resolution
- Manage special accounts requiring personalized attention and customized service solutions
- Provide accurate information on waste management services, pricing, and scheduling to ensure customer satisfaction and retention
Senior Customer Service Analyst
Verizon Wireless
Miami, FL
06.2015 - 12.2024
- Served as a dedicated liaison for 15 + high profile corporate accounts including Better Business Bureau
- 12+ consecutive months in the top 20% of best customer satisfaction surveys among an 800+ agent workforce
- Successfully remained in the top 20% of an 800+ agent workforce for low call-handling times and 'not on phone' time for 12+ months
- Partnered with management to develop and execute business testing strategies, ensuring quality assurance for system updates and new features
- Resolved complex technical and billing inquiries with 97% first-contact resolution rate through advanced troubleshooting, strategic complaint de-escalation, and clear communication of technical concepts to non-technical stakeholders
- Mentored 5+ junior customer service representatives, developing training materials and best practices that improved team productivity by 25%
Eligibility Specialist
Department of Children and Families
Miami, FL
04.2008 - 05.2015
- Outbound dialing and cold calling prospects to enroll them into Medicaid
- Delivered exceptional customer service by assisting clients with Title IV-E and Foster Care Medicaid eligibility determinations, ensuring accurate and timely processing of benefits
- Reviewed and audited 200+ case files annually with 99% accuracy rate, ensuring full compliance with program guidelines and reducing benefit determination errors by 40%
- Managed eligibility determinations for 150+ clients annually, processing applications with 100% on-time delivery and zero compliance violations
- Effectively guide clients through a complex enrollment and provider portal setup process
Front Desk Agent, PBX Operator, Accounts Receivable
Hilton Double Tree Hotel
Miami, FL
02.2005 - 03.2008
- Customer care servicing inbound and chat customer with service and sales for check in.
- Trained new front desk and PBX staff on company protocols, reducing onboarding time by 30%
- Resolved guest complaints and special requests, achieving 98% satisfaction ratings and positive online reviews
- Computed invoices, collected payments, and fulfilled guest change requests
CUSTOMER SERVICE REPRESENTATIVE
American Express
01.2004 - 12.2004
- Managed high-volume customer inquiries and account transactions, achieving a 95%+ first-call resolution rate
- Resolved billing disputes and policy errors, ensuring customer satisfaction and accuracy
- Identified sales opportunities and transferred qualified leads to sales personnel using consultative techniques
- Delivered exceptional customer service by quickly diagnosing and resolving issues
SALES ASSOCIATE
Macy's
03.1999 - 06.2003
- Exceeded sales targets by 20%, built customer loyalty, and received 'Employee of the Month' recognition multiple times
- Assisted customers and merchants to identify individualized items
- Maintained and restocked inventory
- Balanced bank daily
- Provided prompt courteous service with quick cash handling
Education
High School Diploma -
Skills
- Service-minded approach
- Verbal and written communication
- Conflict resolution
- Time management
- Problem solving
- Proactive planning
- Microsoft Office proficiency
- Dependability
- Data entry skills
- Attention to detail
- Empathy and understanding
- Active listening
Awards
- Cross-Functional Leadership Training
- Customer Service Excellence Certification
- Business Analysis Methodologies
Ongoing Professional Development
- Cross-Functional Leadership Training
- Customer Service Excellence Certification
- Business Analysis Methodologies
Core Competencies
CRM Systems, Microsoft Office Suite (Excel, Word, PowerPoint), PBX Systems, JIRA, Agile Methodologies, Data Analysis, Invoice Processing, Database Management, Report Writing, Case Management Systems, Customer Relationship Management, Communication & Interpersonal Skills, Problem-Solving & Troubleshooting, Process Improvement & Analysis, Operational Efficiency, Leadership & Collaboration, Technical & Business Acumen, Expert at de-escalating conflicts and resolving complex complaints while maintaining professionalism under pressure, Proven ability to analyze customer feedback trends and recommend data-driven process improvements, Strong cross-functional collaboration skills with experience supporting management and Fortune 500 corporate clients, Exceptional organizational and time management capabilities, successfully handling multiple high-priority accounts simultaneously, Skilled communicator with ability to translate technical information into clear, customer-friendly language
Timeline
CUSTOMER SERVICE AGENT
Waste Pro USA
11.2025 - Current
Senior Customer Service Analyst
Verizon Wireless
06.2015 - 12.2024
Eligibility Specialist
Department of Children and Families
04.2008 - 05.2015
Front Desk Agent, PBX Operator, Accounts Receivable
Hilton Double Tree Hotel
02.2005 - 03.2008
CUSTOMER SERVICE REPRESENTATIVE
American Express
01.2004 - 12.2004
SALES ASSOCIATE
Macy's
03.1999 - 06.2003