Joseph Spencer
JCPenney
Lockbourne,US
1
Certification
30
years of professional experience
Results-oriented professional with over 10 years of experience in call center operations, specializing in technical and customer relationship management. Developed strong communication skills during military service, leading to contributions recognized with a Meritorious Unit Award. Leverages expertise in network technical support and CRM to enhance operational efficiency and customer satisfaction while promoting a collaborative team environment.
Work History
Corporate Communications Coordinator
7 Years 4 Months- Cultivated and sustained positive brand perception through strategic communication efforts.
- Cultivated positive brand perception through targeted communication strategies.
- Cultivated and maintained strong client relationships to enhance customer loyalty.
- Resolved client account issues by coordinating with customers, warehouse teams, and suppliers, progressing from initial postage issue management to corporate-level support.
- Managed client accounts to drive satisfaction and retention.
- Nurtured strong client relationships to strengthen customer loyalty.
- Provided comprehensive IT infrastructure support for WAN and LAN systems.
Quality Control Technician
3 Years 10 Months- Managed programming of lens coating computers to enhance equipment maintenance and optimize production workflow.
- Facilitated collaboration among cross-functional teams to effectively address business requirements and improve project outcomes.
- Managed programming of lens coating computers to support equipment maintenance and optimize production efficiency.
- Executed quality control checks and implemented corrective actions to enhance product quality and compliance.
Call Center Supervisor
2 Years- Led call center team to enhance customer service experience through strategic leadership, performance management, and effective complaint management. Optimized operations and implemented one call resolution strategy, resulting in improved customer satisfaction.
- Acted as primary contact for product operations, repairs, and warranty claims.
- Coached and mentored customer service representatives, fostering skill development and helping them consistently meet performance targets.
- Functioned as the main point of contact for product operation, repair, and warranty.
- Handled escalation of client complaints and provided resolutions for customer queries.
Satellite Communications System Operator
26 Years- Coordinated and assisted with installing, operating, and maintaining satellite communication systems and networks, including various interfaces and gateways. Guided and supported teams as a platoon sergeant in the tactical satellite (TACSAT) platoon. Provided technical guidance to commanders and supported subordinates. Developed and maintained compliance with policies and procedures in diverse satellite operational environments. Assessed and communicated the capabilities and limitations of assigned equipment.
- Operated satellite communication systems to ensure reliable data transmission and connectivity.
- Monitored system performance and resolved technical issues, ensuring continuous operational integrity.
- Coordinated with military units to address communication needs during training and missions, enhancing mission readiness.
Education
No Degree - Business Fundamentals
- Relevant Coursework:
- Colorado Technical University: Business Fundamentals Certification
- Project Management Institute: Project Management Certification
- Raytheon: Six Sigma Certification
Skills
Communications Strategy
Crisis Communication
Client Relationship Management
Project Management
Database Management
Call center management
Team Leadership & Training
Crisis communication
Certification
- Security Clearance TS/SCI/SSBI/CI Poly
- Business Fundamentals Certification, Colorado Technical University
- (PMP) Project Management Professional Certificate-Project Management Institute
- Six Sigma Management Greenbelt (Specialist Certificate) - Raytheon
- SBCA Certified Satellite Installer – License #SBCA79638
- (CCNA) Certified Cisco Network Associate-Lyning Computers
Timeline
Corporate Communications Coordinator
JCPenney
07.2018 - 11.2025Read More
Quality Control Technician
VSPOne Columbus
06.2014 - 04.2018Read More
Call Center Supervisor
Funai Service Corporation
05.2012 - 05.2014Read More
Satellite Communications System Operator
US Army
11.1995 - 11.2021Read More
Evangel University
No Degree from Business Fundamentals
Read More