Tamika R. Spencer
Customer Support Specialist
Niagara Falls,NY
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, ad providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Engagement Specialist
Hotwire Communication
Philadelphia, PA
12.2022 - Current
- Prepared and gave business reviews to senior management team regarding progress and roadblocks to growing business.
- Complied with corporate policies and promoted and followed company initiatives.
- Developed long-term partnerships to support strategic customers in key market segments.
- Executed programs and workshops for strategic customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
GROCERY
Instacart
Jamestown, NY
04.2020 - 08.2022
- Picking orders from grocery stores and delivering them to customers' homes
- Updated routes based on weather and road conditions in real time to decrease delivery times by 15%
- Loaded and unloaded 100% delivery vans per shift
- Maintained consistent on-time delivery record with 96% of orders arriving ahead of schedule
- Oversaw daily route covering 20 Local-area retail stores
- Collected 100% in payments for completed deliveries and services daily
- Kept grocery team operations in strict compliance with workplace standards and food safety requirements to maintain optimal health protection.
- Strengthened profits by reducing waste, controlling shrinkage, and increasing team efficiency with optimized workflows.
CUSTOMER SERVICE REPRESENTATIVE
The Connection
Jamestown, NY
07.2019 - 04.2020
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of the company and position
- Adhering to all company policies and procedures
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 96%
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Answered average of 65 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Scored in top 98% of employees for successful Customer Resolution
OVERNIGHT STOCK ASSOCIATE
Lowe's
Philadelphia, PA
04.2019 - 07.2019
- Assists in unloading shipments
- Checks items received against shipping invoice to ensure shipment is accurate
- Unpacks inventory
- Organizes inventory in stockroom or warehouse
- Uses forklifts to transport bulk shipments or heavy items around stockroom or warehouse
- Replenishes stock on sales floor as needed
- Inspected floor displays, noted missing items and immediately replenished merchandise
- Collected assigned merchandise and transported to store floor locations using hand trucks
- Designed and constructed advertising signs to attract customers and promote sales
- Located needed merchandise in inventory using BEETLE software and placed on skids for transport to shelves
- Performed light housekeeping and cleaning by discarding trash and cardboard and sweeping and mopping floors
- Removed all boxes and related trash from sales floor and processed through compactors
- Completed regular cycle counts and inventory audits
- Met incoming trucks and used forklifts to move pallets to staging areas
- Supported promotional plans by updating signage with price changes
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks
- Assessed shelves in Electronics department to determine which items to replenish or reorder
WELLNESS AMBASSADOR, LuckyVitamin
, PA
11.2018 - 03.2019
- Maintains customer records
- Assists with current orders and placing new orders
- Provide product information
- Tracks orders and provides shipping details
- Engages with customers via phone, email, and chat
- Conducted group wellness presentations for classes up to 10 participants
- Conducted needs assessments or surveys to determine interest in or satisfaction with wellness and fitness programs, events or services
- Helped clients set and achieve health and wellness goals
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated respect, friendliness and willingness to help wherever needed
- Used Microsoft Word and other software tools to create documents and other communications
- Collaborated with Team Leads and Call Center Managers to achieve 100%
- Improved operations through consistent hard work and dedication
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Worked with Local and International customers to understand needs and provide excellent service
- Participated in team-building activities to enhance working relationships
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Oversaw daily operations to ensure high levels of productivity
- Provided individual health coaching to help clients optimize personal choices
CUSTOMER SERVICE REPRESENTATIVE
BrightMLS Express Professional Services
Philadelphia, PA
07.2018 - 10.2018
- Took inbound calls and answered emails to make sure all listings were updated and live on MLS website
- Work through listing problems that arise post launch
- Resolves product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Prepares product or service reports by collecting and analyzing customer information
- Contributes to team effort by accomplishing related results as needed
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating
- Scored in top 97% of employees for successful Active Customer Resolution
- Handled over 10 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Handled Real-estate Agents in fast-paced Call Center setting in coordination with solid team of 20 customer service associates
- Improved overall efficiency 97% by anticipating needs and providing outstanding support
- Resolved Billing and Account issues over phone with 30 customers daily
ADMINISTRATIVE ASSISTANT
Northeast Airport Kelly Services
Philadelphia, PA
02.2018 - 07.2018
- Performs general clerical duties
- Coordinates and maintains records for staff
- Process timesheets for Engineers Creates and modifies various documents using Microsoft Office
- Organized weekly staff meetings and logged minutes for corporate records
- Created detailed expense reports and requests for capital expenditures
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
- Managed Access databases converting complex data into easy-to-interpret data
- Arranged rapid office equipment repair and maintenance with vendors
- Generated reports and typed letters in Word and prepared PowerPoint presentations
- Executed record filing system to improve document organization and management
- Performed research to collect and record industry data
- Created PowerPoint presentations for business development purposes
CAE 4, SERV, T2, Comcast Business
Horsham, PA
02.2017 - 02.2018
- Provide prompt resolution to customers via telephone and email correspondence
- Adhere to First Call Resolution policies while handling issues with urgency
- Perform complex diagnostic troubleshooting to resolve any voice, video, or data service issues
- Fulfill client requests to make changes to their existing services
- Promote new/updated service, products, and features
- Upheld all policies and procedures, while maintaining good rapport with company and staff
- Consistent training and team-building workshops
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Increased customer satisfaction by resolving 100% TV, internet, and phone connectivity issues
- Developed and maintained courteous and effective working relationships
- Led projects and analyzed data to identify opportunities for improvement
- Created plans and communicated deadlines to ensure projects were completed on time
- Conducted research, gathered information from multiple sources and presented results
MEDICAL RECEPTIONIST
CareStat
Philadelphia, PA
03.2015 - 08.2015
- Loss of hours Welcomes patients and visitors by greeting patients and visitors, in person or on telephone; answering or referring inquiries
- Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone
- Keeps patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays
- Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining reception area
- Ensures availability of treatment information by filing and retrieving patient records
- Maintains patient accounts by obtaining, recording, and updating personal and financial information
- Obtains revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims
- Maintains business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs
- Helps patients in distress by responding to emergencies
- Protects patients' rights by maintaining confidentiality of personal and financial information
- Maintains operations by following policies and procedures; reporting needed changes
- Contributes to team effort by accomplishing related results as needed.
Community College Of Philadelphia
Philadelphia, PA
03.2013 - 03.2015
- Pursuing degree in Computer Engineering.
HEALTH INSURANCE AGENT
United HealthCare PeopleShare
Horsham, PA
09.2012 - 03.2013
- Calculate premiums and establish payment method
- Confer with clients to obtain and provide information when claims are made on policy
- Contact underwriter and submit forms to obtain binder coverage
- Customize insurance programs to suit individual customers, often covering a variety of risks
- Ensure that policy requirements are fulfilled, including any necessary medical examinations and completion of appropriate forms
- Explain features, advantages and disadvantages of various policies to promote sale of insurance plans
- Explain necessary bookkeeping requirements for customer to implement and provide group insurance program
- Perform administrative tasks, such as maintaining records and handling policy renewals
- Explained features, disadvantages and advantages of 100% policies to promote insurance sales
- Answered 25 inbound calls per hour from existing and future policyholders to answer inquiries and discuss insurance options
- Customized health insurance programs to suit 100+ individual clients, boosting sales 85%
- Met and exceeded revenue goals by 25% through generating new leads and identifying new clients
Education
Technological and Computer Engineering
Some College
Skills
Logistics knowledgeStrong phone handling skillsCritical reasoning abilitiesConflict resolution skills
Computer Proficient
Administrative support
Complaint resolution
Technical Support
CRM
Additional Information
- People oriented individual with attention to detail and a positive attitude. Coming with strong knowledge of CRM systems and practices, and 3+ years’ proven customer support experience. Customer service professional with strong ability to multi-task, prioritize, and manage time effectively. I can handle high volume calls, active listening skills, and proven ability to resolve customer complaints in a professional manner.
Timeline
Customer Engagement Specialist
Hotwire Communication
12.2022 - Current
GROCERY
Instacart
04.2020 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
The Connection
07.2019 - 04.2020
OVERNIGHT STOCK ASSOCIATE
Lowe's
04.2019 - 07.2019
WELLNESS AMBASSADOR, LuckyVitamin
11.2018 - 03.2019
CUSTOMER SERVICE REPRESENTATIVE
BrightMLS Express Professional Services
07.2018 - 10.2018
ADMINISTRATIVE ASSISTANT
Northeast Airport Kelly Services
02.2018 - 07.2018
CAE 4, SERV, T2, Comcast Business
02.2017 - 02.2018
MEDICAL RECEPTIONIST
CareStat
03.2015 - 08.2015
Community College Of Philadelphia
03.2013 - 03.2015
HEALTH INSURANCE AGENT
United HealthCare PeopleShare
09.2012 - 03.2013
Technological and Computer Engineering
Some College