Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jocelyn Spillman

Houston

Summary

Personable and dedicated customer service representative with extensive industry experience. Strong team player with a positive attitude and proven ability to build rapport with clients. Motivated to ensure customer satisfaction and drive company success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Mattress Firm Seasonal
Houston
07.2024 - 12.2024
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Built sustainable relationships of trust through open communication with customers.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Researched resolutions, contacted necessary departments, and responded to the customer by phone as follow-up.
  • Reviewed and processed warranty claims to ensure accuracy of all information.
  • Managed the return of defective products from customers, ensuring timely replacement or repair.
  • Resolved discrepancies in warranty coverage for customers.

Customer Care Advisor, Billing/Technical Support Representative

Transcom Worldwide Work from Home
Houston
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.
  • Provided accurate, valid, and complete information to customers by using the right methods and tools.
  • 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 the 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.
  • Resolved customer complaints via phone, email, mail or social media.

Cashier/Customer Service

TNL Inc dba Shell
Houston
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 the end of the shift using appropriate forms and reports to verify the 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
06.2020 - 02.2021
  • Handled incoming calls
  • Ensured timely execution of needed outbound calls
  • Guided customers on available product options and prices
  • Increase revenue through customized product suggestions
  • Developed customer service policies and procedures to ensure optimal customer experience.
  • Provided technical support to customers and troubleshoot their queries.
  • Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
  • Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
  • Processed sales orders within the system
  • Processed product change requests
  • Researched available resources to find optimal solutions for customer issues
  • Managed billing inquiries through detailed investigation and quick problem-solving
  • Delivered effective conflict resolution for agitated customers
  • Directed customers to appropriate support departments
  • Formulated procedures to guarantee superior customer interactions
  • Delivered technical assistance to clients during troubleshooting sessions
  • Engaged with customers through multiple communication channels to address inquiries
  • Examined client comments and criticisms for process enhancement opportunities

Customer Service Representative/Technical Support/Billing Support

teleNetwork Work from Home
Houston
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
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.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Conducted regular performance reviews for employees to identify areas of improvement.

Education

High School Diploma -

Caddo Mills High School
Caddo Mills, TX
05-2003

Skills

  • CRM software
  • Returns and exchanges
  • Follow-up calls
  • Payment processing
  • Warranty claims
  • Appointment Scheduling
  • Call logging
  • First Call resolution
  • Call center experience
  • 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

Timeline

Customer Care Representative

Mattress Firm Seasonal
07.2024 - 12.2024

Customer Care Advisor, Billing/Technical Support Representative

Transcom Worldwide Work from Home
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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Jocelyn Spillman