Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Tamika R. Spencer

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 knowledgeundefined

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

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Tamika R. SpencerCustomer Support Specialist