Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Jocelyn Spillman

Jocelyn Spillman

Houston

Summary

Dedicated customer service representative with extensive experience in delivering exceptional support and resolving inquiries. Proven track record of enhancing customer satisfaction and loyalty through effective communication and problem-solving skills. Strong team player committed to driving company success by fostering positive client relationships. Expertise in sharing knowledge and best practices to improve overall team performance in customer service operations.

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 proficiency
  • Returns and exchanges management
  • Follow-up communication
  • Payment processing
  • Warranty claims handling
  • Appointment scheduling
  • Call logging
  • First call resolution
  • Call center operations
  • Email correspondence management
  • Complaint resolution strategies
  • Data entry accuracy
  • Customer service excellence
  • Database research skills
  • Documentation and reporting
  • Product education delivery
  • Problem resolution techniques
  • Senior leadership support services
  • Inbound customer service expertise
  • Order processing efficiency
  • Technical support solutions
  • Software installation assistance
  • Information protection strategies
  • User support services
  • Issue troubleshooting methods
  • Product troubleshooting skills
  • Remote support capabilities
  • Conflict resolution techniques
  • Sales order processing

Certification

TABC Certified

References

References available upon request.

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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