Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shamara Spicer

Wilmington,NC

Summary

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

Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Overview

17
17
years of professional experience

Work History

Customer Service Advocate

CFPUA
11.2024 - Current
  • Resolved 200+ customer inquiries in call center environment through phone, email, and chat channels, enhancing overall satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted in training new team members on best practices for customer engagement and issue resolution.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Schedule word orders, including tenant changes, rereads, and site visits
  • Guide customers with payments via IVR.
  • Process credit adjustments and billing correction.
  • Submit request for information to engineering
  • Meet service level for calls and the completion of customer service request with 99% accuracy level.
  • Performs other related job duties as assigned.

Retail Store Manager

Charter Communications, Spectrum
02.2016 - 11.2024


  • Train team members in successful strategies to meet operational and sales targets with delivering SSCE to every customer.
  • Resolve customer service issues promptly by ensuring sales teams are retaining customers and building positive relationships, how to handle customer escalations, and how to overcome customer objection to save or upsell customer.
  • Oversee team performance, correct problems when needed and increase efficiency to maintain productivity sales targets.
  • Coach team and train on methods for handling various aspects of sales to drive a successful performance by using SSCE, Mobile Calculator, and Sales Sheets with every customer.
  • Exceed sales goals and accomplished business objectives by motivating and engaging team to meet sales goals and metric monthly.
  • Complete store inventories for mobile and cash audits.
  • Weekly coaching/observations with team to provide feedback to increase sales performance/ correct sales behaviors and daily huddles with team.

Retail Store Lead

Time Warner Cable
08.2015 - 02.2016
  • Trained team members in successful strategies to meet sales targets.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
  • Motivated employees to success and pointed out areas of improvement which would increase store goals.

Retail Sales Associate

Time Warner Cable
09.2008 - 02.2015
  • Handled in-store purchase payment processing with cash and credit cards.
  • Greeted customers and helped with product questions, selections and purchases.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Informed customers of current store promotions to encourage additional sales purchases.

Education

High School Diploma -

Emsley A Laney High School
Wilmington, NC
05.2002

Skills

  • Effective leadership and the ability to motivate others
  • Time management and prioritization
  • Clear and effective communication
  • Cash Management
  • Sales
  • Coach and develop others
  • Call center experience
  • Administrative support

Timeline

Customer Service Advocate

CFPUA
11.2024 - Current

Retail Store Manager

Charter Communications, Spectrum
02.2016 - 11.2024

Retail Store Lead

Time Warner Cable
08.2015 - 02.2016

Retail Sales Associate

Time Warner Cable
09.2008 - 02.2015

High School Diploma -

Emsley A Laney High School

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