Administrative & Customer Service Operations Leader

RETINA SPEARS

Administrative & Customer Service Professional

Memphis, TN 38125 901-***-**** ************@*****.*** PROFESSIONAL SUMMARY

Experienced administrative and customer service professional with a strong background in office administration and call center supervision. Skilled in leading and supporting customer service teams, coaching employees, monitoring service quality, and resolving complex, escalated, and time-sensitive customer concerns. Known for responding quickly and professionally to critical customer issues, identifying solutions, and following through to ensure concerns are addressed. Brings strong communication, problem-solving, organization, and decision-making skills, with the ability to balance daily operations, employee support, and customer satisfaction in fast-paced environments. CORE SKILLS

Administrative and office support Microsoft Word, Excel and Outlook

Calendar and meeting coordination Document preparation and records management

Customer service and issue resolution SAP/ Oracle/ Power BI / Power Dynamics ERP Systems

Staff training, coaching and development Scheduling and workload coordination

Data entry and report preparation Invoice processing and expense documentation

Workflow improvement Written and verbal communication PROFESSIONAL EXPERIENCE

ADMINISTRATIVE ASSISTANT

CesPower LLC — Memphis, Tennessee

03/2022 – Present

Provide day-to-day administrative support to management and staff, helping maintain organized and efficient office operations.

Prepare, edit, and format business correspondence, reports, presentations, spreadsheets, and other documents.

Coordinate calendars, schedule meetings, communicate schedule updates, and assist with meeting preparation and follow-up.

Maintain organized electronic and paper filing systems, ensuring documents and records are accurate and easy to retrieve.

Enter, update, and verify information in spreadsheets and company systems while maintaining attention to detail.

Review and process invoices and supporting documentation in accordance with company procedures; follow up on missing information as needed.

Serve as a professional point of contact for visitors, customers, vendors, and employees by responding to inquiries or directing requests to the appropriate person.

Assist with office supply and equipment needs, track requests, and coordinate routine administrative tasks.

Handle sensitive business information with discretion and manage multiple priorities while meeting deadlines.

CUSTOMER SERVICE / CALL CENTER SUPERVISOR

Juice Plus Inc. — Collierville, Tennessee

02/2005 – 03/2022

Supervised daily call center operations and supported representatives in delivering consistent, professional customer service.

Led, coached, and motivated team members; provided guidance on customer interactions, product information, call handling, and service expectations.

Monitored call quality and team performance, identified coaching opportunities, and provided feedback to improve service and productivity.

Managed escalated customer concerns and complex service issues, working toward timely and appropriate resolutions.

Coordinated staff schedules, break coverage, and workload distribution to support call volume and maintain adequate team coverage.

Supported onboarding and training for new representatives by explaining procedures, service standards, and product information.

Helped implement and reinforce customer service procedures and workflow improvements to promote accuracy and efficiency.

Prepared and reviewed routine team information and performance updates, communicating operational needs and recurring customer concerns to management.

Promoted a positive, accountable team environment while balancing customer needs, employee support, and daily business priorities. EDUCATION

Fairley High School

Memphis, Tennessee

High School Diploma

May 1998

Coursera

Memphis, Tennessee

Microsoft Public Relations and Communications

Associate Professional Certificate

March 2026

References Available Upon Request

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