Renee' Spencer
Roseville,MI
Summary
Experienced Virtual Support Specialist delivering exceptional customer service, driving effective communication, and resolving issues efficiently.
Overview
28
28
years of professional experience
Work History
Senior Virtual Support Specialist
Home Depot
Atlanta, GA
11.2018 - Current
- Provided exceptional customer support through effective communication and problem resolution.
- Trained new associates on product knowledge and operational procedures to enhance service quality.
- Managed customer inquiries using CRM software, ensuring timely responses and issue tracking.
- Developed training materials that improved team efficiency and consistency in service delivery.
Flooring Virtual Sales Associate
Home Depot
Atlanta, GA
07.2013 - 10.2018
- Assisted customers with product selection and flooring options to enhance satisfaction.
- Provided expert knowledge on installation techniques and maintenance of flooring materials.
- Collaborated with team members to optimize inventory management and product displays.
- Conducted product demonstrations, showcasing features and benefits to drive sales engagement.
Cashier/Accounting Assistant
Sam's Club
Roseville, MI
08.1998 - 04.2013
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances through diligent cash handling practices.
- Assisted customers in locating products and answering inquiries to enhance service experience.
- Managed inventory levels by restocking shelves and organizing merchandise displays.
Education
Carnegie Institute
Troy, MISkills
- Customer service
- Remote support
- Support services
- Customer relationship management
Accomplishments
- Delivered expert virtual support to store associates by troubleshooting complex operational, system, and customer‑facing issues, consistently maintaining high first‑contact resolution rates.
- Acted as a senior point of escalation, resolving difficult or highly technical inquiries and preventing delays in store operations.
- Improved knowledge resources by identifying recurring issues and recommending updates to training materials, SOPs, and system documentation.
- Supported cross‑functional teams by clearly communicating trends, bugs, and system failures, contributing to faster fixes and improved associate usability.
- Enhanced team performance by mentoring new support specialists, offering best‑practice guidance, and modeling effective problem‑solving.
- Maintained exceptional service levels, consistently meeting or exceeding KPIs such as call quality, resolution times, and customer satisfaction.
- Collaborated with leadership to streamline support workflows, reducing handle time and improving overall team efficiency.
- Used strong analytical skills to diagnose system behavior, identify root causes, and guide associates through step‑by‑step solutions.
- Built trust and rapport with associates by providing patient, empathetic, and solution-focused virtual support.
Languages
English
Full Professional
Timeline
Senior Virtual Support Specialist
Home Depot
11.2018 - Current
Flooring Virtual Sales Associate
Home Depot
07.2013 - 10.2018
Cashier/Accounting Assistant
Sam's Club
08.1998 - 04.2013
Carnegie Institute