Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Laniya Spencer

Houston,TX

Summary

Dedicated and knowledgeable professional with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate and timely solutions. Skilled in managing customer relations, and providing detailed product knowledge. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value for client satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Contact Center Associate

Webster Bank
11.2023 - Current
  • Greeting customers per the script to ensure welcomeness and willingness to help
  • Using active listening techniques when responding to customer inquiries
  • Navigating between multiple systems to efficiently assist with clients' needs.
  • Abiding by policy to ensure different levels of security measures are taken for verification, before accessing/ assisting with clients' accounts
  • Monitoring client interactions to prevent and detect fraudulent activity
  • Performing business and consumer loan servicing for clients' inquiries and concerns regarding billing, tax documents, navigating loan portal, and processing payments requests
  • Maintaining accurate records of customer interactions, complaints, comments and inquiries
  • Managing multiple tasks simultaneously while adhering to tight deadlines without compromising quality of work
  • Performing tasks such as check ordering, account maintenance, submitting transaction disputes, closing/ordering/activating debit cards, and reviewing account balances and transactions for clients
  • Assisting with troubleshooting for online banking enrollment and login issues
  • Developing solutions for customers utilizing product knowledge and resources available to ensure satisfaction
  • Providing support via telephone, email, web chat or other channels as required by the organization
  • Corresponding internally with different departments to relay client information, inquiries, or concerns.
  • Handling escalated calls with patience and understanding, diffusing difficult situations while maintaining professionalism
  • Documenting detailed notes on each phone call received from customers ensuring accuracy of information provided during follow up calls
  • Utilizing CRM software proficiently for accurate documentation of customer interactions and follow-up actions.
  • Abiding by state and federal regulations/ policies, company policies/procedures, while also maintaining client satisfaction.

Intern

City Hall
10.2023 - 12.2023
  • Wrote the script for host to read for the 'Ovation Awards Ceremony.'
  • Developed strategies to advertise/ promote amenities for the Park Division, to increase engagement
  • Presented marketing techniques to target intended audience and increase participation for the 'Listen Out Loud Music Festival'
  • Gained experience, exposure and knowledge of career-specific procedures and systems
  • Developed strong organizational and time management skills by completing multiple tasks simultaneously
  • Demonstrated ability to take initiative and work independently on assigned project
  • Managed personal workload effectively, meeting deadlines and exceeding expectations
  • Collaborated with senior management on new initiatives to build confidence.
  • Provided project progress updates and proposed solutions to issues.
  • Conducted research for various projects, leading to well-informed decisions and successful outcomes.
  • Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
  • Supported with creating project marketing materials to promote services.
  • Assisted in the design process for promotional materials which contributed to raising brand awareness among target audiences.

Input Material Handler

Fed Ex
05.2023 - 09.2023
  • Memorized over 60 labels, to ensure packages are sent to correct location
  • Transported inventory items to appropriate locations
  • Alerted supervisors and coworkers of hazards and other issues for quick resolutions
  • Used hand-held scanners and physical logs to accurately track item movements
  • Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first
  • Maintained clean, orderly work environment free of hazards
  • Lifted objects over 50 lbs

Service Worker

Instawork
10.2022 - 04.2023
  • Answered constant flow of customer calls with minimal wait times
  • Used training, company protocols, and policies to assist customers independently
  • Responded to customer issues, inquiries, correspondence, etc via chat and phone
  • Independently handled conflicts with a resolution per the policy, and escalated issues by corresponding with other departments
  • Responded to customer requests for products, services, and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Updated account information to maintain customer records
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Sought ways to improve processes and services provided
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Maintained up-to-date knowledge of product and service changes
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Educated customers about billing, payment processing and support policies and procedures
  • Provided personable yet professional client relationships and earned reputation for exceeding service standard goals
  • Met customer call guidelines for service levels, handle time and productivity
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines

OTR Team Driver

Mega Transport, LLC
04.2021 - 08.2022
  • Inspected trucks for malfunctions and reported vehicles to management for corrective action
  • Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents
  • Verified contents of inventory loads against Bills of Lading
  • Operated with safety and skill to avoid accidents and delays

Security Monitoring Specialist

Stanley Security
10.2020 - 04.2021
  • Maximized load safety by balancing, securing, and weighing products
  • Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels
  • Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions
  • Inspected load security and checked for damages

Unarmed Security Guard

Phelps Security
12.2019 - 08.2020
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Assisted visitors and customers to provide directions, answer questions and meet requests.
  • Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
  • Improved overall safety by enforcing company policies and regulations among employees and visitors alike.
  • Completed detailed incident reports to provide accurate documentation of security events for future reference.
  • Prevented escalations in conflicts through effective communication skills and conflict resolution techniques, maintaining a calm environment onsite.

Food Service Worker

Aramark
10.2018 - 03.2020
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Prepared and served various food and drink items to customer specifications in fast-paced environments.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
  • Processed customer payments and balanced cash drawers.

Education

Bachelor of Arts - Mass Communication

Southern University And A&M College
Baton Rouge, LA
12.2025

High School Diploma -

White Station High School
Memphis, TN
05.2017

Skills

  • Conflict Resolution
  • Teamwork
  • Computer Technology
  • Database Management
  • Attention to Detail
  • Time Management
  • Multitasking
  • Email Etiquette
  • Typing Speed
  • Fraud Detection
  • Technical Support
  • Goal-Oriented
  • Follow-up skills

Certification

  • Loan Servicing
  • Commercial Driving License

References

References available upon request

Timeline

Contact Center Associate

Webster Bank
11.2023 - Current

Intern

City Hall
10.2023 - 12.2023

Input Material Handler

Fed Ex
05.2023 - 09.2023

Service Worker

Instawork
10.2022 - 04.2023

OTR Team Driver

Mega Transport, LLC
04.2021 - 08.2022

Security Monitoring Specialist

Stanley Security
10.2020 - 04.2021

Unarmed Security Guard

Phelps Security
12.2019 - 08.2020

Food Service Worker

Aramark
10.2018 - 03.2020

Bachelor of Arts - Mass Communication

Southern University And A&M College

High School Diploma -

White Station High School

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Laniya Spencer