Customer Service Sales

Channa Spencer

858-***-**** ***********@*****.*** Online Profile: linkedin.com/in/channa-spencer-001536178/

CUSTOMER SERVICE LEADER

Seeking to expand my professional career as a Customer Service Leader with an organization that values quality service engagements, sees and engages with human capital as its most valuable asset. This includes its employees, stakeholders, clients and partners. Excited to continue learning and adding value in an inclusive and innovative environment, which thrives on disrupting the status quo and building a better world.

COMPETENCIES

Customer Service People Leader Effective Communication Creative Problem Solver Motivator

Customer-centric people leader, regardless of title with a background in customer service, leadership, account management, sales, aviation, administration, and healthcare. Sound decision-maker and use good judgment under pressure and in unusual situations. Remain collected and level-headed during crisis. Known for ability to communicate comfortably at any level within the organization. Influencer with the ability to recognize the native genius in others. Demonstrated ability to build immediate rapport with potential and existing clients and vendors. Skilled at training others in complex subject matters when others struggle. Approach all situations with a positive mindset and promote a positive working environment for self and others. Flexible and able to adjust quickly to changes with minimum disruptions. Able to inspire and influence others, especially in moments of struggle. Collaborative, accountable and able to establish and meet aggressive deadlines and goals. Recognized as an ambitious individual who thrives on the opportunities to work with others as well as working independently to successfully complete projects.

PROFESSIONAL EXPERIENCE

Feb 2015 to April 2019

LegalZoom.com, Inc. Business Sales Advisor Customer Care Advocate Austin, TX

Accomplishments: Prior to transition from Customer Care Advocate to Business Sales Advisor, quickly acclimated to the complexity of the content, which typically is a struggle for most upon completing training. Recognized as a subject matter expert among Advocates. Sought out to assist with diffusing difficult Customer calls as well as solving complex order issues. When I applied for the role of Business Sales Advisor, already well known among the Sales Team and well received, again immediately acclimating from training to the floor. Once transitioned, achieved Top 15 every month for from 2016 to 2017. In 2018, completed over 200 professional development hours and successfully graduated from the Emerging Leaders course while still exceeding goal. Earned Employee of the Month in Jan 2017. Achieved Number One on the sales floor Nov 2016 and Jan 2017.

Build rapport with Clients educate them on business portfolio products such as, Limited Liability Company, Doing Business As, Corporations, Nonprofits and Attorney Services Subscription products

Obtain required information necessary for the fulfillment process to complete entity filings with government agencies

Assist Clients resolving problems, clarifying issues, answering any questions, performing addition research, and potentially implementing alternative solutions, and/or escalating unresolved matters, as needed

Collaborate with other LegalZoom teams providing Voice of the Customer insights based on knowledge obtained through interfacing with the Clients as well as running my own business as an entrepreneur

May 2012 to Feb 2015

Home Depot Customer Service Associate Round Rock, TX

Accomplishments: Earned Employee of the Month 2013. Mentioned in Customer Feedback Survey for “Impeccable Customer Service”. Excelled in customer service role and hit monthly quota receiving many Homer Awards.

Assisted Customers answering merchandise questions, assisting with special orders and installation sales

Promoted services offered at the Special Services Desk Tool Rental and Pro Desk

Responsible for merchandising, reset bays and added merchandise according to planogram

Regularly assigned for a variety of projects around the store

Jan 2010 to Mar 2012

Signature Hair Studio Receptionist San Diego, CA

Responsible for studio administrative functions including account entries, scheduling, filing, and faxing

Greeted Clients as they arrived, assisted all inbound callers and responsible for managing every Stylists’ calendar

May 2006 to Apr 2012

ATS/DGS Ramp Supervisor San Diego, CA

Accomplishments: Employee of the year 2008, 2009 and 2011

Strictly followed stringent safety and security regulations completing audits regulated by governmental agencies such as FAA, TSA, and OSHA; Supervised ramp to consistently ensure safety

Loaded/unloaded aircraft cargo and baggage; planed and coordinated accommodating Customers during irregular operations ensuring timely boarding of aircraft for on-time departures resolving

Resolved Customer concerns and challenges as they related to operational needs

Restocked inventory and frequently purchased items; Accurately handled monetary transactions ensure lines moved efficiently during busy times

LEADERSHIP PROGRAMS / CERTIFICATES / PROFESSIONAL DEVELOPMENT

Boot Camp for Future Leaders Graduate Cohort 3.0 LegalZoom University

Team Accelerator – Under Crisis Team Building Course

Project Management Basics Coursework [Defining the problem statement, Determining the Impact, Proposing a solution]

Talk Like TED 5-Week Course Public Speaking and Effective Communication

Emerging Leaders Pre-Requisite Coursework

oReactive to Proactive Mindset

oIdentifying and Articulating My Core Values

oEmotional Intelligence Personal and Social Competence

oLeading Regardless of Title

oPersonal Accountability and Empowerment

Core Strengths / Strengths Deployment Inventory

TECHNOLOGY BACKGROUND

Windows OS 7

Microsoft Office: Microsoft Outlook Instant Messenger Skype Word PowerPoint Excel

Other: Workforce Management Genesys Salesforce Slack

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