Summary
Overview
Work History
Education
Skills
Timeline
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Saphire Spellman

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience

Work History

Level II Customer Service Representative

Wipro Technologies
03.2022 - Current
  • Resolved customer-based problems by providing clarification with contracts minimizing foreseeable issues
  • Maintained customer satisfaction with forward-thinking strategies focused on consumer needs
  • Assisted customers to identify issues and provided solutions to restore service and functionality to everyday life of the consumer.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

Inbound/Outbound Customer Service Representative

Comcast/Xfinity
09.2016 - 07.2020
  • Exceeded productivity targets providing personalized customer experiences
  • Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
  • 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.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

Graduated -

Berkmark High School
Lawrenceville, GA

Associate of Science - Medical Assisting

Keiser University
Fort Lauderdale, FL
05.2021

Skills

  • Data Entry
  • Oracle
  • Salesforce
  • Quality Assurance
  • Adaptability and flexibility
  • Leadership skills
  • Analysis skills

Timeline

Level II Customer Service Representative

Wipro Technologies
03.2022 - Current

Emergency Roadside Assistance Team Lead

The Auto Group Club (AAA)
01.2020 - Current

Inbound/Outbound Customer Service Representative

Comcast/Xfinity
09.2016 - 07.2020

Graduated -

Berkmark High School

Associate of Science - Medical Assisting

Keiser University

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Saphire Spellman