Spencer Webb
Mason,OH
Summary
Professional in center operations and customer service with focus on efficiency and client satisfaction. Expertise in managing day-to-day activities and resolving customer issues. Known for collaborative teamwork and adaptability in dynamic environments. Skills include communication, problem-solving, and organizational abilities.
Overview
12
12
years of professional experience
Work History
Front End—Technology Support Center Specialist II
Kroger
Cincinnati, OH
09.2024 - Current
- Provide Technical Support for Point of Sale Controllers and other applications
- Research innovative solutions to underlying problems on backend applications
- Provide instruction to Tier 1 Analysts regarding technical and functional issues in point of sale
- Compile critical information regarding major issues in point of sale
- Ensure that fuel centers have total functionality in pumping all grades of fuel
Health and Wellness – Tier 2 Support Center Analyst
Kroger
Cincinnati, OH
05.2022 - 09.2024
- Provide Technical Support for outstanding issues in EPRN
- Offer instruction to Tier 1 Analysts regarding functional and technical issues in EPRN
- Interface with store level employees in the adjudication of insurance claims
- Monitor trends in calls in order to improve our service level
Support Center –Technology Support Center Specialist I
Kroger
Cincinnati, OH
06.2023 - 09.2024
- Provide Technical Support for outstanding issues in the pharmacy and the Little Clinic
- Offer instruction to Tier 1 Analysts regarding functional and technical issues in EPRN
- Monitor trends in calls in order to improve our service level
- Ensure all required information is included in outstanding tickets escalated to third level
- Assist in mentorship and development of Tier 1 and Tier 2 analysts
Health and Wellness – Tier 1 Support Center Analyst
Kroger
Cincinnati, OH
06.2020 - 05.2022
- Provide functional and technical support for Easy Fill Pharmacy System (EPRN)
- Assist in troubleshooting and dispatching pharmacy hardware
- Communicate between 1st, 2nd, and 3rd levels in the Support Center
- Identify issues in the proprietary Easy Fill system so they may be fixed
- Facilitate the adjudication of third party claims in order to best help our patients
EPRN Functional
StaffMark
Cincinnati, OH
12.2018 - 06.2020
- Supported the Easy Fill software program
- Assisted Kroger employees in adjudicating and insurance claims
- Interpreted third party rejections on patients’ prescriptions
- Communicated changes to store associates in a clear, effective manner
- Escalated issues to third level and business team associates
Camfil
Cincinnati, OH
02.2017 - 08.2018
- Provided support for outside sales representatives by scheduling appointments
- Self-educated in new air filtration innovations
- Facilitated communication between sales representatives and customers
- Monitored progress via a proprietary CRM system
- Qualified potential leads according to criterion set by the marketing department
Account Manager
Systemax
Dayton, OH
04.2015 - 11.2015
- Interfaced with IT Executives and CIO’s in satisfying business objectives
- Researched and discovered new business through warm and cold leads
- Assisted clients with the acquisition of new technology for their business
- Obtained exclusive deal registrations between customers and suppliers
- Gained knowledge of prevailing technological and business trends through Account Managers and Product Champions
Banquet Server
LGC Associates
Cincinnati, OH
08.2014 - 04.2015
- Procured and protected multiple new and existing accounts for LGC
- Facilitated dining operations in many establishments
- Operated many high profile public and private events
- Promoted to captain two weeks after being hired
Expediter and Utility
Hyatt Regency
Lexington, KY
03.2014 - 07.2014
- Assembled and maintained the breakfast buffet before sunrise until noon or later
- Assisted restaurant staff with taking and filling orders
- Kept a neat and clean restaurant
- Assured room service orders were always received accurately within 20 minutes
Education
Bachelors of the Arts - Integrated Strategic Communication, Political Science
University of Kentucky
Skills
- Policy compliance
- Feedback implementation
- Complaint management
- Call handling
INTERNSHIPS
- Bluegrass Community Foundation September 2013 to December 2013
- Assisted the Director of Nonprofit Services with the maintenance of GoodGiving.net
- Researched the nonprofits in the core service area
- Promoted Goodgiving.net to donors and nonprofits
- Instrumental in raising $1.67M for 501 (C)(3) Organizations through the first ever Good Giving Gala
- Kentucky Educational Television May 2013 to August 2013
- Helped obtain items for the silent auction portion of the Summer Celebration
- Kept records of donors and pledges with the Blackbaud Team Approach computer program
- Assisted preparing a program to showcase various historical buildings around Kentucky.
- Assisted in running of a taping of Kentucky Collectibles which was a local take on the Antiques Roadshow program
Timeline
Front End—Technology Support Center Specialist II
Kroger
09.2024 - Current
Support Center –Technology Support Center Specialist I
Kroger
06.2023 - 09.2024
Health and Wellness – Tier 2 Support Center Analyst
Kroger
05.2022 - 09.2024
Health and Wellness – Tier 1 Support Center Analyst
Kroger
06.2020 - 05.2022
EPRN Functional
StaffMark
12.2018 - 06.2020
Camfil
02.2017 - 08.2018
Account Manager
Systemax
04.2015 - 11.2015
Banquet Server
LGC Associates
08.2014 - 04.2015
Expediter and Utility
Hyatt Regency
03.2014 - 07.2014
Bachelors of the Arts - Integrated Strategic Communication, Political Science
University of Kentucky