Joynita Spencer
Mansfield,TX
Summary
Experienced professional with many years serving industry customers. Skillfully educate customers, troubleshoot issues, and process payments. Security-conscious, proficient in regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Hybrid Customer Service Supervisor
GEICO
Richardson, TX
12.2022 - 09.2024
- Demonstrates strong verbal and written communication, active listening, and the ability to explain complex information effectively.
- Excels at analyzing and resolving customer issues, handling complaints, and building rapport with clients.
- Proficient in using CRM software, adapting to new technologies, and managing multiple tasks efficiently.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Evaluated employee job performance and motivated staff to improve.
- Ability to explain financial products, services, and policies effectively.
- Staying updated on regulatory compliance guidelines.
- Using customer relationship management tools.
- Assisting customers with online and mobile tools.
- Handling multiple calls, chats, or emails simultaneously.
Hybrid Retention Supervisor
GEICO
Richardson, TX
04.2022 - 12.2022
- Conducted regular meetings with sales staff to discuss customer retention goals.
- Managed a team of Customer Service Representatives responsible for handling inquiries from existing customers.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
New Hire Supervisor
GEICO
Richardson, TX
07.2019 - 04.2022
- Provided ongoing coaching and mentoring to team members, identifying areas for improvement and providing resources/training as needed
- Implemented call monitoring systems to ensure compliance with company policies and regulatory requirements
- Collaborated with the quality assurance team to develop call evaluation criteria and standards, ensuring consistent service delivery
- Managed scheduling of breaks/lunches for agents to maintain optimal staffing levels during peak hours
- Demonstrated strong leadership skills by fostering a positive work environment that encouraged teamwork, open communication, and employee engagement
- Resolved customer complaints or issues escalated from agents in a timely manner while maintaining professionalism and empathy
Performance Monitoring Supervisor
GEICO
Richardson, TX
07.2004 - 07.2019
- Generated reports on key performance indicators related to customer satisfaction and retention efforts
- Created processes for tracking customer interactions and feedback
- Provided guidance on how employees should interact with customers during difficult conversations or situations
- Trained new employees on company policies, procedures and work
- Oversaw the training of new employees on job responsibilities and expectations
- Motivated employees to reach highest professional potential
- Taught company procedures to new employees and increased progress by identifying areas of weakness
- Conducted employee evaluations and documented overall progress
- Conducted disciplinary action when needed in accordance with company policy
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results
- Monitored workflow processes to ensure accuracy and timeliness of deliverables
- Taught company procedures to new employees and increased progress by identifying areas of weakness
- Provided technical support to team members in order to assist them in completing tasks more efficiently
- Assisted managers with employee recruitment and interviews
- Collaborated with other departments within the organization in order to enhance services provided by the department
Education
High school diploma -
Hall High School
Little Rock, AR06.1992
Skills
- AWS
- Time Management
- Employee On-boarding
- CRM Software
- Performance Management
- Leadership
- Organizational skills
- Change Management
- Communication skills
- Workday
- Call Monitoring
- Technical Proficiency
- Performance Evaluation
- Customer Relationships Management (CRM)
- Quality Assurance
- Problem-solving abilities
- Key Performance Indicators (KPIs)
- Team Productivity
- Coaching and Mentoring
- Call Center Management
- First Call Resolution
Certification
- Six Sigma Yellow Belt, 04/01/16
- Six Sigma Green Belt, 04/01/04
- Texas Property and Casualty License, Present
Timeline
Hybrid Customer Service Supervisor
GEICO
12.2022 - 09.2024
Hybrid Retention Supervisor
GEICO
04.2022 - 12.2022
New Hire Supervisor
GEICO
07.2019 - 04.2022
Performance Monitoring Supervisor
GEICO
07.2004 - 07.2019
High school diploma -
Hall High School