Jocelyn Spradlin
Monroe,GA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
26
26
years of professional experience
Work History
Call Center- Customer Service/Remote
Live Ops
01.2023 - 05.2024
- Maintained up-to-date knowledge of company's products, services and policies in order to assist customers effectively.
- Provided accurate information on products and services to customers.
- Utilized computer systems to accurately log customer interactions and tracked call resolution times for quality assurance purposes.
- Attended regular team meetings focused on enhancing overall customer service experience.
- Assisted customers with placing orders, returning products, resolving billing issues and other customer service related tasks.
- Answered incoming calls promptly and in a courteous manner, addressing customer inquiries with accurate information.
- Recommended solutions based on an understanding of individual requirements.
- Identified opportunities to cross sell additional products or services that may benefit the customer's needs.
- Data Entry
- KPI's
DoorDash
01.2022
- Picked up/verified and made timely deliveries to customers, using navigation system
Customer Service Manager
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
Braselton, GA
09.1998 - 03.2019
- Customer Service Rep for both Milk and Ice Cream customers
- Research and Resolutions
- Processed/Inputted orders, quotes, invoices and damages/returns into the DMS system-
- Data Entry
- Provided exceptional customer service to ensure customer satisfaction.
- Ensured product was received correctly and timely
- Dispatch-Inbound and Outbound Calls- inputted into CRM system,
- Logistics/Operation Manager/ Route Sales Assistant
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Ensured prompt resolution of customers' inquiries via phone, email, etc.
- Developed and implemented strategies for providing excellent customer service experience.
- Developed policies and procedures related to customer service operations.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Explained benefits, features, and recommendations to maximize client retention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
SALES
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
Braselton, GA
09.1998 - 03.2019
- Sales, Promos, Advertising, Marketing, Obtained info for New Sales Customers and transferred to the correct Territory Representative/Assisted Territory Representatives with Sales and New Customers
- Coordinated sales efforts between multiple departments including field sales, inside sales, logistics and marketing teams.
- Supported sales team by delivering current territory sales data and costing information.
- Attracted customers and boosted sales by neatly arranging sales signage.
- Helped sales professionals finalize customer sales and handled escalated concerns.
ACCOUNTS PAYABLE/PURCHASING
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
Braselton, GA
09.1998 - 03.2019
- Purchasing/Work orders for the Logistics/Sales departments
- Issued/Processed purchase order's for vendors
- Verified product was received according to the PO and receiving report
- Processed all invoices/payments for the Logistics department/month end reconciliation
HUMAN RESOURCES
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
Braselton, GA
09.1998 - 03.2019
- New Hire Orientation- HIPPA-
- Workers Comp/Safety Coordinator-Maintained DOT Files
- Collaborated with Human Resources department on benefit enrollment processes.
- Provided support to Human Resources regarding payroll related questions or issues.
- Scheduled meetings related to human resources activities.
- Assisted Human Resources department with onboarding paperwork for new hires.
- Provided support during interviews conducted by human resources department.
- Prepared payroll data for submission
- Provided administrative and clerical support to the Human Resources department.
Education
Some College (No Degree) - Business Administration
GAINESVILLE STATE- GULF COAST STATE
BUSINESS ADMIN - General Studies
PIMA COMMUNITY COLLEGE
Skills
- KPI
- OUTLOOK
- Microsoft Office
- EVERIFY
- XATA
- REMOTE (work-from-home)
- Problem-solving skills
- Customer service excellence
- Data Entry
- Account Management
- Payment Processing
- Complaint Handling
- Product Upselling
- Resolving issues
- Product Knowledge
- Building rapport
- Delivery Tracking
- Order Processing
Accomplishments
- Received two Golden Cow award's for going: "Above and Beyond!"
Timeline
Call Center- Customer Service/Remote
Live Ops
01.2023 - 05.2024
DoorDash
01.2022
SALES
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
09.1998 - 03.2019
ACCOUNTS PAYABLE/PURCHASING
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
09.1998 - 03.2019
HUMAN RESOURCES
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
09.1998 - 03.2019
Customer Service Manager
MAYFIELD DAIRY FARMS/DEAN FOODS COMPANY
09.1998 - 03.2019
Some College (No Degree) - Business Administration
GAINESVILLE STATE- GULF COAST STATE
BUSINESS ADMIN - General Studies
PIMA COMMUNITY COLLEGE