Kelsie Spencer
Phoenix,AZ
Summary
Customer service professional with over 6 years of experience resolving customer complaints, inquiries, and questions all while promoting conflict resolution. Ability to cultivate key client relationships, while maintaining great interaction with every client or customer spoken to or assisted. My professionalism in a workplace environment is top tier, as I have a strong ability to maintain integrity, great representation, and effortless communication skills while performing job duties in every aspect all while staying detail oriented.
Overview
8
8
years of professional experience
Work History
Customer Account Representative
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Phoenix, AZ
07.2024 - 05.2025
- Increased client retention, consistently maintaining strong relationships with key accounts.
- Devised tactics to grow customer base and boost sales.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed sensitive customer information diligently, maintaining strict adherence to data privacy regulations and company policies.
- Reduced customer complaints with proactive communication and timely resolutions.
- Facilitated successful account transitions during employee turnover periods by thoroughly documenting all pertinent details and ensuring seamless handoffs between representatives.
- Collaborated with sales teams to upsell products and services, resulting in increased revenue.
- Maintained detailed records of customer interactions, ensuring accurate tracking of account history.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
Sales Representative
Open Network Exchange
Scottsdale, AZ
01.2023 - 06.2024
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Exceeded sales targets through effective planning and goal setting.
- Implemented CRM tools to track customer interactions and sales progress.
- Built relationships with customers and community to promote long term business growth.
Shareholder support analyst
The CIM Group
Phoenix, AZ
10.2021 - 11.2023
- Answered incoming calls interacting and assisting financial advisors with clients REIT financial funds
- Able to correctly and professionally authenticate each representative per companies’ protocol and policy
- Assist investor with knowledge about fund description, performance, and distribution timeline
- Provide customer support for basic inquiries
- Provide research on billing inquiries such as fund value and REIT performance
- Provide research on clients concerns, issues, and requests with email follow up and professional email signature for client relationship management
- Call center environment
Customer support representative
Blue Shield of California
07.2020 - 09.2021
- Resolves incoming calls concerning members eligibility, benefits, provider information, monthly premium billing, clinical and pharmacy needs
- Composes routine and non-routine correspondence to benefit changes such as a member's primary care physician.
- Performs inventory reduction, routine to mid-level, (i.e. member inquiries, may initiate claim adjustments, responds to emails, etc.) provider inquiries in writing.
- Reviews and analyzes member claims for accuracy as well as member education on how benefits are applied.
- Participate in quality and efficiency workgroups to continuously improve quality member/customer satisfaction as requested.
- Proactively analyze available programs, determine program eligibility and connect members to appropriate BSC vendors, Health Advocates, Social Workers, Pharmacy Techs, and Pharmacists.
- Comprehensive resolution of pharmacy calls concerning benefit coverage, co-pays, formulary coverage, vacation overrides, and utilization management requirements.
- Provide prescription related benefit coverage (e.g., explanation of coverage or benefit summary related): Provide prescription co-pays.
- Provide prescription formulary coverage information and utilization management requirements using posted printed formulary.
- Provide a brief description of coverage denial reasons and alternatives as listed in the printed formulary.
- Perform prescription claim overrides.
- Provide deductible and max out of pocket information.
- Provide status of prior authorization requests.
- Assisted members on how to appeal a coverage decision.
Credit Consultant/Sales Representative
Progrexion/Lexington
Phoenix, AZ
11.2017 - 03.2020
- Responsible for answering 100+ incoming calls daily while getting to know potential clients and asking the right questions to understand customers' situations and future goals.
- Educating Potential clients on credit while providing a solution to help them achieve their financial goals.
- Effectively engaged with customer understanding their current problem
- Build rapport with customers, gaining their trust for personal/private information
- Quickly and efficiently open customer accounts by accurately recording account information.
- Educated customers on credit and using my persuasive skills to close on client
- Exceeded daily goal of 8 sales a day, averaging 10 sales on a day to day basis.
Education
High School Graduate - undefined
Career Success
01.2017
Skills
- Strong interpersonal skills
- Zendesk/CRM SYSTEMS
- Type 39 (WPM)
- Integrity
- Excellent customer service
- Verbal and written communication
- Data-entry/reporting
- Mastery of Microsoft Office programs (Word, Excel, PowerPoint)
- Excellent communication skills with a focus on team building and customer relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Competitive Spirit
- Passion for Helping people
- Detail oriented
- Persuasive/ rebuttal skills
Timeline
Customer Account Representative
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07.2024 - 05.2025
Sales Representative
Open Network Exchange
01.2023 - 06.2024
Shareholder support analyst
The CIM Group
10.2021 - 11.2023
Customer support representative
Blue Shield of California
07.2020 - 09.2021
Credit Consultant/Sales Representative
Progrexion/Lexington
11.2017 - 03.2020
High School Graduate - undefined
Career Success