Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
CustomerServiceRepresentative

Ta'Nesha Spencer

Baltimore,MD

Summary

Driven professional with many years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads, and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.

Overview

13
13
years of professional experience
2
2
years of post-secondary education

Work History

Customer Service Representative

Address Your Mess
Dundalk, Maryland
12.2021 - 06.2025
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong but positive relationships by providing personalized assistance and support to customers through friendly interactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Developed strong customer relationships to encourage repeat business.

Retail Sales Manager

Turning Point Men In Fashion
Baltimore, USA
05.2021 - 11.2021
  • Led a team of 5 sales associates, oversaw all sales of products and customers' needs been met by providing exceptional customer service satisfaction rate of 93%.
  • Assisting the consumer with merchandise purchases and or returns.
  • Maintaining with exceeding the sales target by more than 50%.

Field Supervisor

U.S. Census Bureau
Baltimore, USA
11.2019 - 01.2021
  • First level supervisor for approximately 15 field Representatives, responsibilities were to collect data, even in hard to count geographic areas.
  • Ensuring the field team met the required skill expectations set by the Census Bureau and survey sponsors.
  • Evaluate and review assignments alongside monitoring the sta job performance by observing various metrics production.
  • Assist with recruiting, training, reviewing, and approving the field representative payroll.
  • Resolved any problems at work or from home demonstrating the ability to self-manage in remote work.

Part Owner

Everyday Convince Store
Baltimore, USA
01.2012 - 11.2019
  • Ensured that the store makes its sales target, operations goals are met.
  • Assure a good level of customer service.
  • Manage the store in its entirely, recruiting, and training new employees.
  • Implementing and controlling all store procedures and inventory.

Education

AA - Applied Science in Medical Coding and Billing

Allen School of Health Sciences
Jamaica, NY
03.2015 - 06.2017

Skills

  • Leadership
  • Detail-oriented
  • Data Analysis
  • Microsoft Excel
  • Customer Service Reporting
  • Account Management
  • Problem-solving
  • Sales
  • Empathetic and Compassion
  • Organized
  • Verbal, written, and communication
  • People-focused
  • Metric and Goal driven
  • Administrative support
  • Upselling techniques
  • Team leadership
  • Conflict resolution
  • Effective communication
  • Active listening
  • Emotional intelligence
  • Time management
  • Cataloging
  • Security verification
  • First call resolution
  • Empathy and patience
  • Relationship building
  • Inbound customer service
  • Punctuality and reliability
  • Call handling
  • Issue follow up
  • Task prioritization
  • Stress management
  • Product education
  • Call center experience
  • Multitasking and organization
  • Decision-making
  • Email correspondence
  • Senior leadership support

Personal Information

Title: Senior Customer Service Specialist

Timeline

Customer Service Representative

Address Your Mess
12.2021 - 06.2025

Retail Sales Manager

Turning Point Men In Fashion
05.2021 - 11.2021

Field Supervisor

U.S. Census Bureau
11.2019 - 01.2021

AA - Applied Science in Medical Coding and Billing

Allen School of Health Sciences
03.2015 - 06.2017

Part Owner

Everyday Convince Store
01.2012 - 11.2019

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Ta'Nesha Spencer