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Customer Service Human Resources

Location:
Long Beach, California, 90810, United States
Posted:
March 31, 2011

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BRENDA J. SPENCER

***** ******** ***

LONG BEACH, CA 90810

310/***-****

SUMMARY

EMPLOYMENT OBJECTIVE

Customer Service Director in the business opportunity sector where my 25

plus years of progressive experience in the industry can add value to a

customer-centric team.

SKILLS AND ABILITIES

. Extensive experience in servicing customers, both in-person and by

telephone, in the Business Opportunity and Call center industries. An

independent self-starter.

. Superior communication skills in dealing with customers, co-workers

and employees. Both verbal and written skills are strong.

. Well-organized and highly efficient working in a multi-task dynamic

environment. Ability to plan, organize and supervise the work of

others.

WORK EXPERIENCE

Antares Corporation 1995 - 2010

Customer Service Director

Director of the customer service function for a $40MM international

business opportunity company, specializing in vending equipment, supporting

over 8,000 customers. Departments include customer service, technical

assistance, outbound telemarketing, and marketing logistics.

Achieved a 95% service standard adherence rate.

Less than 1 percent of customers have ever written the company

requesting a refund (average purchase price $20,000)

Key member of the five person senior management team who essentially ran

the company and was involved in all decision making regarding sales,

marketing, operations, customer service, human resources, etc.

Developed multiple direct mail campaigns with creative vendor team,

including concept and design, testing processes and results analysis;

producing a response rate significantly over industry standards.

Direct a team of 3 Department Managers, 13 Customer Service

Representatives, 3 Marketing Representative, 3 Technical Advisors and 3

Locating support staff.

APOLLO ULTRA PURE WATER 1994-1995

Customer Service Coordinator

Coordinate all transactions between company and customer.

. Developed statistical tracking of various daily activities:

A) Tank Requirements

B) Call Volume

C) Employee performance

. Monthly generation of customer billing.

. Prepare monthly reports.

PARAGON CABLE 1989 - 1993

Customer Service Manager

Managed a Customer Service Call Center of 22 employees.

. Designed, implemented and trained employees on a program to improve

customer response and satisfaction resulting in a significant

reduction of customer complaints and the award of a certification from

the National Cable Television Association for "Good Customer

Services."

. Prepared and maintained expense and capital budgets.

. Developed and implemented policies and procedures.

. Trained new and existing employees to be multi-task oriented.

. Motivated employees in accepting additional job responsibilities

thereby aiding in their career development.

. Developed call monitoring program, assuring Quality Customer Service.

CONTINENTAL CABLEVISION 1988 - 1989

Director of Customer Service

Managed a Telephone and Office staff of 14 employees.

. Instituted a collections program to reduce bad debt and unreturned

equipment.

. Responsible for reorganizing the Customer Service and Dispatch

departments.

COMPUTER SKILLS:

. Microsoft Word & Excel

. Lotus Approach & Outlook



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