Jessica Spence
Sunrise,FL
Summary
Diligent customer service representative with solid background in customer service and client retention. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
8
8
years of professional experience
Work History
Retention Specialist
Choice Home Warranty
Sunrise, FL
10.2025 - Current
- Analyzed customer feedback to enhance service offerings and improve retention strategies.
- Developed personalized communication plans for at-risk customers, increasing engagement and satisfaction.
- Collaborated with cross-functional teams to streamline processes and resolve customer issues efficiently.
- Conducted regular follow-ups with clients to assess satisfaction and address concerns proactively.
Debt Collection Specialist
United Collection Bureau
Davie, FL
01.2025 - 02.2025
- Negotiated payment arrangements with clients to resolve outstanding debts.
- Utilized collection software to track accounts and manage communication effectively.
- Conducted follow-up calls to ensure timely payments and maintain client relations.
- Resolved disputes by investigating account discrepancies and providing accurate information.
Customer Service Representative
Generali Global Assistance
Pembroke Pines, FL
01.2021 - 12.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted clients with claims processing, ensuring timely resolution of issues.
- Documented and tracked customer interactions using CRM software for improved service delivery.
- Monitored key performance indicators to maintain high service quality standards.
Fraud Specialist
Teleperformance (Bank of America)
North Lauderdale, Fl
01.2022 - 03.2022
- Analyzed transaction patterns to identify potential fraud indicators and mitigate risks.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Optimized fraud investigation workflows, accelerating resolution times and minimizing customer impact.
Data Entry Specialist
Florida Home Improvement Association
Hollywood, FL
06.2018 - 04.2020
- Entered and updated customer information in databases with high accuracy
- Maintained organized records and documents for easy retrieval
- Assisted in data quality checks to ensure integrity of information
- Utilized spreadsheet software to analyze and manage data effectively
Education
Associate of Applied Science - Forensic Science
Broward College
Davie, FL06-2028
GED -
Pace Center For Girls Broward
Wilton Manors, Florida07-2013
Skills
- Staff education and training
- Recordkeeping strengths
- Report preparation
- Service standard compliance
Timeline
Retention Specialist
Choice Home Warranty
10.2025 - Current
Debt Collection Specialist
United Collection Bureau
01.2025 - 02.2025
Fraud Specialist
Teleperformance (Bank of America)
01.2022 - 03.2022
Customer Service Representative
Generali Global Assistance
01.2021 - 12.2022
Data Entry Specialist
Florida Home Improvement Association
06.2018 - 04.2020
Associate of Applied Science - Forensic Science
Broward College
GED -
Pace Center For Girls Broward