Sr. Customer Service Representative
Resume:
S
Ta'Nesha
Spencer
***********@*****.**
m
Baltimore, MD 21216
SUMMARY
Throughout my career in customer service, I have always been passionate about providing help and information to people in need. Now that I have progressed to management, I have never lost sight of the fact that employee satisfaction drives performance. Through comprehensive reporting of key metrics, I have continuously helped streamline customer care processes to improve customer satisfaction and increase business. 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
EXPERIENCE
Customer Service Representative
Dundalk, Maryland
Address Your Mess/ Dec 2021 to Jun 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
Baltimore, USA
Turning Point Men In Fashion/ May 2021 to Nov 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
Baltimore, USA
U.S. Census Bureau/ Nov 2019 to Jan 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
Baltimore, USA
Everyday Convince Store/ Jan 2012 to Nov 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 AND TRAINING
AA: Applied Science in Medical Coding and Billing
Allen School of Health Sciences
Jamaica, NY
PERSONAL INFORMATION
Title: Senior Customer Service Specialist
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