Customer Service Human Resources
Resume:
BRENDA J. SPENCER
LONG BEACH, CA 90810
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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