Justin Spencer
Alhaurin El Grande
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
AppleCare Partner Relations Senior Advisor T2
Apple Distribution International
01.2020 - 07.2022
- Escalation Contact for CS Teams
- Review of special Customer Requests
- Representing AppleCare Partner Relations ( ACPR ) to internal Teams and New Joiners
- Mentoring of New Joiners into T2
- Coaching and shadowing Advisors in ACPR to help improve workflows and increase productivity
- Project work including legal entity types and Round Tables for T2
- Testing new tools and programs for ACPR; generation of content requests for further enhancements and improvement recommendations
AppleCare Partner Relations Advisor
Apple Distribution International
06.2018 - 01.2020
- Providing support and customer service to high value companies, schools and universities taking part in Apple Deployment Programs
- Outbound calls for verification purposes for new enrollments
- Troubleshooting any issues the customer might face
- Educating customers and promoting the Apple brand
- Coaching of new starters within the team.
- Up and Cross Selling of Apple Care Products
Customer Service Advisor Developer Support
Apple Distribution International
06.2016 - 06.2018
- Providing support and customer service to Apple Developers
- Reviewing and promoting new enrollments
- Troubleshooting account and App issues
- Assisting with membership payment issues.
Customer Service Advisor Technical Support
Apple Distribution International
06.2015 - 06.2016
- Providing support, customer service and troubleshooting technical issue by phone
- Educating customers and promoting the Apple brand
- Recipient of the ACEA Award in 2016.
Customer Care Specialist - German and International Market (Maternity Cover)
BMC Software
08.2014 - 05.2015
- Answer and route incoming customer calls, emails, Web issues to the appropriate product groups
- Work cross functionally with other support and escalation teams to ensure customer needs are met
- First contact resolution / Problem solving
- Check cmr's profiles and advise on improvements
- Manage customer issues regarding resolution of their support queries, update the remedy issue accordingly
- Provide clear and accurate descriptions of customer support queries and general enquiries and correctly maintain the database
- To comply with the associated regions business rules and practices for both customer support and general enquiries and to work with those regions support teams on quality improvements of those processes and practices
- Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team MBOs.
Brand Risk Management - German and UK market
PayPal
04.2013 - 06.2014
- Research, review and investigate potential Acceptable Use Policy violations
- Report policy violations after detailed research and analysis to the required channel
- Take appropriate action with accounts
- Outbound calls to account holders.
Remote Account Management / Sales Executive - German and Austrian market
American Express - GCP Global Corporate Payments
05.2009 - 03.2013
- Investigations of supplier spend behaviour in both T&E and B2B commodities
- Deliver premium service to mid-market and high value businesses and CC -holders
- Resolving customer financial queries
- Seek future growth potential and increase charge volume on existing products and consultative selling
- Maintain high level of satisfaction, growth and reduction of attrition
- Managing overdue payments
- Quality checking of account changes to eliminate customer impact / disruption
- Striking the balance between quality of my work / managing productivity
- Dealing with enquiries from company stakeholders at several levels
- Contact person and escalation level between speciality departments within American Express and clients
- For example for credit (CFM).
Merchant Account Management Team - German, Austrian and UK market
American Express - World Service
04.2006 - 05.2009
- Outbound calls to merchants
- Organising the daily workflow within the teams for my colleagues and myself
- Quality checks of work like documents, account changes, maintenance requests
- Complaints Handler
- Time sheet control for temp members of Staff, including attendance of Staff
- Work allocation for Germany and Austria
- Coaching colleagues within the team on their daily duties
- Training of new starters
- Advising Sales from Germany and Austria in difficult pricing regulations and account set-ups.
Education
Business Administration - Logistics -
Tuev Nord, Cologne
01.2005
Trainee Dog Handler -
UK Royal Army Veterinary Corps
01.1995
Berufskolleg School Eschweiler (Germany) - Degree -
01.1993
Gesamtschule Kirchlengern (Germany) - German Middle School Diploma -
01.1990
Skills
- Bilingual German / English
- Exceptional customer service
- MS office proficient
- Sales expertise
- Risk management evaluation background
- Reliable
- Excellent communication skills
- Team player
- Approachable
Other Experience
- Shift Management Course
- Effective Coaching/Feedback Course
- Business Administrator Logistics
Hobbies and Interests
- Dogs - agility and general training
- Animals and nature
- Swimming and diving
- Horse riding
Timeline
AppleCare Partner Relations Senior Advisor T2
Apple Distribution International
01.2020 - 07.2022
AppleCare Partner Relations Advisor
Apple Distribution International
06.2018 - 01.2020
Customer Service Advisor Developer Support
Apple Distribution International
06.2016 - 06.2018
Customer Service Advisor Technical Support
Apple Distribution International
06.2015 - 06.2016
Customer Care Specialist - German and International Market (Maternity Cover)
BMC Software
08.2014 - 05.2015
Brand Risk Management - German and UK market
PayPal
04.2013 - 06.2014
Remote Account Management / Sales Executive - German and Austrian market
American Express - GCP Global Corporate Payments
05.2009 - 03.2013
Merchant Account Management Team - German, Austrian and UK market
American Express - World Service
04.2006 - 05.2009
Business Administration - Logistics -
Tuev Nord, Cologne
Trainee Dog Handler -
UK Royal Army Veterinary Corps
Berufskolleg School Eschweiler (Germany) - Degree -
Gesamtschule Kirchlengern (Germany) - German Middle School Diploma -
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