Rona Lee Spotts
Philadelphia
Summary
Customer service professional focused on delivering impactful solutions and fostering positive relationships. Skilled in troubleshooting, resolving complex issues, and enhancing customer satisfaction. Known for effective communication and adaptability in dynamic environments, ensuring seamless team collaboration and achieving consistent results.
Overview
22
22
years of professional experience
Work History
Customer Solutions Specialist
Evans Network of Companies
08.2017 - Current
- Developed customer service strategies to enhance client satisfaction and retention.
- Collaborated with cross-functional teams to streamline operations and improve service delivery.
- Analyzed customer feedback to identify areas for process improvements and implement solutions.
- Trained new staff on company policies & procedures.
- Managed complex customer inquiries, providing timely resolutions while maintaining service excellence.
- Led initiatives focused on enhancing product knowledge among team members for better customer support.
- Increased client retention through personalized attention and proactive problemsolving.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Balanced multiple priorities simultaneously while managing complex customer inquiries.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Support the Contracts team with onboarding platforms , rate confirmations, and assist with contract review when staff is low.
- Assist with the traffic flow of emails that the Contracts team receives so that they can focus on actual contract reviews and negotiations.
Billing & Settlements
Cowan Systems, LLC
10.2016 - 08.2017
- Collecting billing documents from drivers. Billing and settling payroll on loads that trucking drivers have ran for the week.
Credit & Collections
Greatwide Truckload Mgmt
10.2003 - 10.2016
- Account maintenance, researching accounts majority of my job is Credit Checking (including setting up new customers and running their credit.)
Education
Bachelor of Science - Business Administration
Neumann College
Aston PA01.2001
High School Diploma -
Frankford High School
Philadelphia PA06-1996
Skills
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Database maintenance
Timeline
Customer Solutions Specialist
Evans Network of Companies
08.2017 - Current
Billing & Settlements
Cowan Systems, LLC
10.2016 - 08.2017
Credit & Collections
Greatwide Truckload Mgmt
10.2003 - 10.2016
Bachelor of Science - Business Administration
Neumann College
High School Diploma -
Frankford High School