Kala Spencer
San Diego,CA
Summary
I am knowledgeable and a dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Care Coordinator
Numotion
07.2021 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created customer support strategies to increase customer retention.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Schedule evaluations and equipment adjustments with referrals and clients to ensure seamless service.
- Upload order files for ATPs (Assistive Technology Professionals), ensuring the timely handling of evaluations
- Review and collect essential order documents, including Functional Mobility Evaluations (FMEs), Letters of Medical Necessity (LMNs), and chart notes.
- Track and coordinate equipment deliveries to meet scheduled timelines.
- Communicate with clients about coverage, deductibles, and any financial responsibilities.
- Conduct research on related equipment via vendor websites.
- Follow up with clients for necessary medical documents if required.
- Maintain communication with doctors, therapists, and related contacts for smooth service.
Framer/Customer Experience Manager
Micheal's
09.2019 - 06.2021
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate time frames, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
Waitress/Head Bartender
BT's Southern BBQ
10.2018 - 08.2019
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
Animal Care Specialist
Petco
04.2017 - 11.2018
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Tracked stock using company inventory management software.
- Maintained clean and organized boarding areas to promote animal wellbeing.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding.
- Maintained patient charts by documenting information to reflect updated health issues and most recent medical treatment.
- Educated caregivers and pet owners on animal care, nutrition and disease management.
Customer Service Associate
Micheal's
08.2013 - 12.2016
- Managed customer relations and customer service through daily communication and interaction.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Coming up with creative solutions to help fix problems.
- Processed customer payments, generated bills and filled out warranty cards.
- Exceeded service objectives by applying proven customer service and sales best practices.
Education
High School Diploma -
Westview High School
San Diego, CA06.2014
No Degree - General Studies
San Diego Miramar College
San Diego, CASkills
- Managerial experience
- Stocking and Replenishing
- Sales
- Product and Service Sales
- Exceptional Customer Service
- Relationship building
- Cash register operations
- Basic computer skills
- Document and records management
- Customer data confidentiality
- Data entry proficiency
- Scheduling evaluations
Timeline
Customer Care Coordinator
Numotion
07.2021 - Current
Framer/Customer Experience Manager
Micheal's
09.2019 - 06.2021
Waitress/Head Bartender
BT's Southern BBQ
10.2018 - 08.2019
Animal Care Specialist
Petco
04.2017 - 11.2018
Customer Service Associate
Micheal's
08.2013 - 12.2016
High School Diploma -
Westview High School
No Degree - General Studies
San Diego Miramar College
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