Saphire Spellman
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Emergency Roadside Assistance Team Lead
The Auto Group Club (AAA)
01.2020 - Current
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 100 calls in queue per minute
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched, and resolved customer service issues
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Acted professionally and patiently when addressing negative/positive customer feedback
- Maintain customer rapport by providing timely solutions.
Level II Customer Service Representative
Wipro Technologies
01.2021 - 01.2023
- Resolved customer-based problems by providing clarification with contracts minimizing foreseeable issues
- Maintained customer satisfaction with forward-thinking strategies focused on consumer needs
- Maintained customer records by conducting audits upon initial contact
- Assisted customers to identify issues and provided solutions to restore service and functionality to everyday life of the consumer.
Customer Service Representative Specialist
Onyx Enterprise
01.2019 - 01.2020
- Identified customer needs to deliver relevant product solutions and promotions to meet individual company profit targets goals
- Provided services based off personalized conversation increasing company profit
- Educated customers on billing procedures, payments processes and provided payment assistance within company standards
- Delivered company promoted customer service resulting in future business opportunities and referrals
- Cultivated impactful relationships with customers and drove business development by delivering products and promotions.
Inbound/Outbound Customer Service Representative
Comcast/Xfinity
01.2016 - 01.2018
- Exceeded productivity targets providing personalized customer experiences
- Educated customer on products based on their personal lifestyle resulting in increased company profitability
- Developed relationships, building customer rapport resulting in over 200 new contracts
- Consulted with customer to address and resolve service-related concerns.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
Education
Graduated -
Smart Horizons
Associate of Science - Medical Assisting
Keiser University
Fort Lauderdale, FL05.2021
Skills
- CRM
- Software management
- Statistical Analysis
- Creativity and Innovation
- POS Ordering platforms
- Solution Based Problem Solving
- People Soft
- Data Entry
- Oracle
- Leadership
- Adaptability
Timeline
Level II Customer Service Representative
Wipro Technologies
01.2021 - 01.2023
Emergency Roadside Assistance Team Lead
The Auto Group Club (AAA)
01.2020 - Current
Customer Service Representative Specialist
Onyx Enterprise
01.2019 - 01.2020
Inbound/Outbound Customer Service Representative
Comcast/Xfinity
01.2016 - 01.2018
Graduated -
Smart Horizons
Associate of Science - Medical Assisting
Keiser University