Iresha Spears
Detroit,MI
Summary
I would like a position that presents new challenges, a space to innovate our approach to customer service, and make a difference in people’s daily lives. Apart from this, I am working towards completing my degree in Psychology with an emphasis on Human Resource Development, because humans are the greatest resource.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Lovable Renovation
Detroit
04.2013 - 10.2023
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Upgraded sales orders with customers
- Processed documentation and troubleshot discrepancies to build client rapport
- Explained benefits, features and recommendations to maximize client retention
- Helped customers open accounts, make deposits, update information and carry out range of routine actions
- Improved customer service wait times to mitigate complaints
- Organized client contracts, records and reports to strengthen traceability
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Associate of Science - Psychology
Henry Ford College
Dearborn, MI08-2026
Skills
- Issue and Complaint Resolution
- Understanding Customer Needs
- Data Entry
- Customer Data Confidentiality
- Report Creation
- Credit Card Payment Processing
- Order and Refund Processing
- Creative Problem Solving
- Responding to Difficult Customers
- Customer Account Management
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Proficient in Word, Excel, PowerPoint, Outlook, SharePoint, Sales Force
- Up selling Products and Services
- Complaint Resolution
- Account Management
- Customer Retention
- CRM Software
- Problem Resolution
- Telephone Etiquette
- De-Escalation Techniques
References
References available upon request.
Timeline
Customer Service Specialist
Lovable Renovation
04.2013 - 10.2023
Associate of Science - Psychology
Henry Ford College