Jocelyn Spillman
Customer Service Representative
Houston,Texas
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Advisor, Billing/Technical Support Representative
Transcom Worldwide Work from Home(Contract)
Houston, TX
10.2021 - 02.2023
- Identified customer needs and provided appropriate solutions.
- Provided accurate, valid and complete information to customers by using the right methods and tools.
- Resolved customer complaints via phone, email.
- Followed up with customers to ensure their issues were resolved satisfactorily.
- Maintained records of customer interactions, transactions and comments in CRM system.
- Greeted customers warmly and asked qualifying questions to understand their requirements.
- Suggested products that met customer needs based on their inquiries.
- Explained product features, benefits and pricing options to customers.
- Adhered to company policies when dealing with customers' sensitive data.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, as follow-up.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Provided technical assistance to customers through phone support.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Answered user inquiries to resolve computer software or hardware operation problems.
Cashier/Customer Service
TNL Inc dba Shell
Houston, TX
04.2021 - 09.2021
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Conducted price checks for special orders or discounts as requested by customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Discounted purchases by scanning and redeeming coupons.
Customer Experience Specialist
Conduent Work from Home (Contract)
Houston, TX
06.2020 - 02.2021
- Received inbound calls
- Placed outbound calls when needed
- Assisted customers with information regarding products available and pricing
- Upsell promotional products that would meet the customer's needs
- Created orders in the system
- Assisted customers with updating payment method, address changes, product changes
- Navigated multiple applications and researched resources available for the best resolution for customer's order
- Escalated shipping investigation, billing investigation when needed
- Provided calm conflict resolution and problem resolution for frustrated customers
- Directed customers to the appropriate department to receive assistance.
Customer Service Representative/Technical Support/Billing Support
teleNetwork Work from Home
Houston, TX
04.2017 - 10.2019
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentor New Hires before production.
- Assisted in the installation, testing and maintenance of hardware and software systems.
- Provided technical assistance to clients by troubleshooting system problems.
- Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
Assistant Manager
Timewise Food Store
Houston, TX
11.2015 - 12.2016
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Caddo Mills High School
Caddo Mills, TX01.2003
Skills
- CRM Software
- Returns and exchanges
- Follow-up calls
- Payment Processing
- Warranty claims
- Appointment Scheduling
- Email correspondence
- Complaint Handling
- Data Entry
- Customer Service
- Database Research
- Documentation And Reporting
- Product Education
- Problem Resolution
- Senior leadership support
- Inbound Customer Service
- Order Processing
- Technical Support
- Software Installation
- Information Protection
- User Support
- Issue Troubleshooting
- Product Troubleshooting
- Remote Support
Certification
TABC Certified
Willing To Relocate
- Colorado Springs, CO
- Baton Rouge, LA
- New Orleans, LA
- Dallas, Tx
Assessments
- Retail customer service, Highly Proficient, 04/01/22, Responding to customer situations in a retail setting
- Work style, Reliability - Expert, 04/01/22, Tendency to be reliable, dependable, and act with integrity at work
- Cleaner fit, Expert, 04/01/22, Measures the traits that are important for successful cleaners
- Call center customer service, Expert, 04/01/22, Demonstrating customer service skills in a call center setting
- Typing, Familiar, 04/01/22, Transcribing text
- Basic computer skills, Highly Proficient, 04/01/22, Performing basic computer operations and troubleshooting common problems
- Data entry: Attention to detail, Proficient, 04/01/22, Maintaining data integrity by detecting errors
Timeline
Customer Care Advisor, Billing/Technical Support Representative
Transcom Worldwide Work from Home(Contract)
10.2021 - 02.2023
Cashier/Customer Service
TNL Inc dba Shell
04.2021 - 09.2021
Customer Experience Specialist
Conduent Work from Home (Contract)
06.2020 - 02.2021
Customer Service Representative/Technical Support/Billing Support
teleNetwork Work from Home
04.2017 - 10.2019
Assistant Manager
Timewise Food Store
11.2015 - 12.2016
High School Diploma -
Caddo Mills High School
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