Jenise Spencer
Pompano Beach,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Tire Kingdom
06.2021 - 11.2023
- Took ownership of customer issues and followed problems through to resolution.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Followed through with client requests to resolve problems.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Assistant Manager
Wal-Mart Supercenter
06.1997 - 06.2012
- Developed detailed plans based on broad guidance and direction.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.`
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Associate of Science - Certified Medical Assisting
Keiser University
Fort Lauderdale, FL06.2016
High School Diploma -
James I O'neill High School
Highland Falls, NY06.1989
Skills
Skilled trainer
Negotiation
Persuasive
Staff Management
Relationship Building
Product Knowledge
Problem-Solving
Positive and Constructive Feedback
Professional and Courteous
Time Management
Customer Relations
Product and service solutions
Timeline
Customer Service Manager
Tire Kingdom
06.2021 - 11.2023
Assistant Manager
Wal-Mart Supercenter
06.1997 - 06.2012
Associate of Science - Certified Medical Assisting
Keiser University
High School Diploma -
James I O'neill High School