Rekaya Spencer
Orlando,FL
Summary
Dedicated Customer Service and IT Certified with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hilton Grand Vacations Call Center
04.2024 - Current
- Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
- Assist with payments and costs associated with the new sale, package, or any upgrade purchases, as necessary.
- Answer calls from visitors requesting date changes, asking about the specifics of the package, and asking about their impending vacation.
- Verify all trip and tour specifics related to each package and give pertinent information on their stay.
- Assist travelers with any issues they could encounter before or after departure as part of their
- Provide engaging customer service in an inbound Call Center environment.
- Receive calls from guests who have pre-paid vacation packages and help them arrange their future travel plans. Respond to direct mail solicitations, email campaigns, and web protocols
Technical Support Agent
Blue Cross Blue Shield Of MI (Wipro Tech)
11.2022 - 10.2023
- Resolved client inquiries regarding claim information, statement information and account balances.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Explained patients benefits, eligibility, and coverage to providers.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Activated accounts for clients and change username and password for members locked out of portal.
- Provided dental coverage for Providers and Dental Office employees.
- Used ticketing systems to manage and process support actions and requests.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Managed backup and recovery of data assets to safeguard system availability.
Store Manager
CubeSmart (Relocated)
09.2022 - 11.2022
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
IT Trainee
NPOWER TECHNOLOGY (Relocated)
02.2022 - 07.2022
- Reviewed system and network performance to make proactive adjustments based on established IT policies.
- Navigate the Windows and Linux filesystems using a graphical user interface and command line interpreter, set up users, groups, and permissions for account access, install, configure, and remove software on the Windows and Linux operating systems
- Provided technical expertise, knowledge transfer, and assistance on all Microsoft applications
- Used VMware to remote into user PCs and resolve technical issues with a hands-on approach
- Utilized Active directory to perform password resets and mange user settings
- Assisted users with connectivity issues and VPN setup
- Documented core systems configurations, passwords and system access requirements.
REMOTE CUSTOMER SERVICE REPRESENATIVE
Bank Of America (SITEL)
10.2020 - 03.2021
- Assist customers with any possible fraudulent activity on their credit and/or debit card accounts
- Ensure proper security procedures are followed on all calls
- Prioritize customer retention and offer additional cross-sales products to customers when applicable
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigate through multiple systems
- Provided information regarding charge accounts and loyalty programs.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Northview
Dothan, AL05.2017
Skills
- Typing 45wpm
- Microsoft Word
- Microsoft Office
- Microsoft Outlook
- Medical terminology
- Caregiving
- Medical Records
- Vital Signs
- Microsoft Excel
- Debugging
- Windows
- Encryption
- Analysis skills
- Desktop support
- Customer support
- Hospitality
Certification
Google IT Support Professional Certificate March 2022 to Present
• Debugging
• Encryption Algorithms and Techniques
• Customer Service
• Network Protocols
• Cloud Computing
Coursera
Google Project Management Certificate
Issued Jul 2022 · No Expiration Date
Timeline
Customer Service Representative
Hilton Grand Vacations Call Center
04.2024 - Current
Technical Support Agent
Blue Cross Blue Shield Of MI (Wipro Tech)
11.2022 - 10.2023
Store Manager
CubeSmart (Relocated)
09.2022 - 11.2022
IT Trainee
NPOWER TECHNOLOGY (Relocated)
02.2022 - 07.2022
REMOTE CUSTOMER SERVICE REPRESENATIVE
Bank Of America (SITEL)
10.2020 - 03.2021
High School Diploma -
Northview
Google IT Support Professional Certificate March 2022 to Present
• Debugging
• Encryption Algorithms and Techniques
• Customer Service
• Network Protocols
• Cloud Computing
Coursera
Google Project Management Certificate
Issued Jul 2022 · No Expiration Date
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