Aisha Spikes , MA

Experience

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  AT&T

  Oct 2005 - Feb 2011

  Proactively manage cross-functional interactions and operational processes to ensure the Customer Success team is adapting to evolving business and customer needs.Trained guided and monitored employee performance.Monitored calls in customer service/billing group to ensure proper productivity and quality.Coordinated teams and supervisors in several areas in customer service, retention, fraud, credit, collections, activations, revenue management and roaming.Measure Effectiveness of Customer Service Team - refine operational metrics for the team, create reporting and review cadences, status executive team.Worked closely with my team to ensure One Call Resolution and quality customer service.Supervised all of the representatives’ activities.Coached, directed, motivated, and appraised the performance of representatives. Provided counseling and mentoring to the staff.Be an extremely effective communicator understanding the significance and appropriate use of various communication channels and tone based on circumstances and audience.Wrote and conducted annual A&D’s.Conducted monthly one on ones.Facilitated bi-monthly team meetings.Created and delivered a positive and rewarding work environment. Show less Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims and reports problem areas.Worked in one or multiple queues/skill sets over various customer contact channels.Responsible for improving customer retention through programs and service provided to the customer.Utilizes mechanized systems to initiate and complete service orders and handle customer requests.Continually maintain a working knowledge of all company products, services, and promotions.Made recommendations according to customer’s needs on features, accessories, upgrades and rate plans.Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for wireless bills and accessories.Sold and provisioned wireless services, products, features, equipment, and accessories. Show less

  • Team Manager

    Oct 2005 - Feb 2011

  • Select Business Specialist I

    Oct 2005 - Aug 2007
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  Time Warner Cable

  Dec 2013 - Mar 2014

  Retention Specialist

  Handle inbound disconnect/downgrade calls from existing customers.Responsible for skillfully retaining customers through positive customer relationship building.Diffuse the irate customer situation by utilizing strong listening skills and probing techniques.Identify reason(s) for disconnect and overcome objections in an effort to retain the customer.Save and re-sell the value of our products and services by properly aligning their features, benefits, and price with the needs of our customers.Effectively transition from the save to upgrading the customer to additional products and services.Provide exceptional customer care across all call types including escalations, technical support, and billing.Provide one call resolution of all customer inquiries and concerns.Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner.Commission based. Show less

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  Warner Cable

  Apr 2014 - Feb 2015

  E-commerce Guest Services Rep, Onestop Internet

  Maintain brands: 7 For All Mankind, J. Brand, AG Jeans, Hudson, Paige, The Frye Company, Derek Lam, and many other high-end brands.Respond to incoming telephone calls, emails, and instant messaging chats from customers in a professional and timely manner.Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues. Answer complex questions through research, and when appropriate and according to procedures; escalate to the correct person.Investigate and correct errors accurately.Effectively resolve customer issues in a timely manner.Assist customers with order status, backorders, shipping info, pricing, and availability.Investigate lost or delayed orders by tracking shipments paths via UPS, FedEx and, USPS.Document all customer contacts in accordance with established procedures, using company guidelines.Knowledge of Warehouse Management System (WMS) and Deposco.Knowledge of International Shipping via Borderfree.Knowledge of Cybersource.Customer Solutions & Retention Representative Show less

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  Rock Revival

  Mar 2015 - Aug 2015

  Receive and process department store orders in EDI.Check all orders to match quantities, price and cancel dates.Troubleshoot maintenance of shipping schedules and warehouse work order processing.Ensure all needed EDI documents are processed correctly Upload UPC’s to mainframe GXS catalog.Maintain department store shipping guidelines.Coordinate order preparation with the Warehouse.Organize shipment for pickup with the trucking companies.Communicate with the Sales department to ensure timely processing of all EDI documents.Follow up and make corrections to vendor orders.Knowledge of SPS Commerce. Show less Order entry and processing for bulk and wholesale customers using internal database system.Tracking progress of orders through warehouse, including late orders and rush orders, and updating customers on order status, field and rectify customer complaints.Ensure that large retail orders meet customer specifications for shipping and labeling.Work with accounting to ensure any finance related issues (e.g., order discrepancies, credit holds, overdue balances, pricing, etc.) are addressed and resolved as needed. Show less

  • EDI Support Specialist

    Jul 2015 - Aug 2015

  • Wholesale Customer Services Rep

    Mar 2015 - Jul 2015
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  Mad Dogg Athletics

  Feb 2017 - Jun 2019

  Respond to customer inquiry calls and emails, quickly assessing the customers’ needs and problems in order to deliver an ideal solution.Continually review, revise and update customer account data for accuracy, including contacts and mailing information.Performed on-line troubleshooting: identified problems and gave technical advice Worked in one or multiple queues over various customer and internal contact channels.Provide support and assistance to remote and internal team members.Address account escalations and deal with unique customer requirements. Keep accurate documentation of support activities and communications.Conduct telephone training as required.Returns Processing: Coordinate returns for assigned accounts, review requests, and process RAs in accordance with customer return policy.Resolve, credit, and close RAs in a timely manner.Knowledge of Sage.Knowledge of Big Commerce.Train and guide new employees on internal system, policies, and procedures. Create training curriculum for new employees and new systems. Show less Works closely with the Client Services Manager creating training manuals and SOP for the Customer Service Department.Supervises, guides, and assists the Customer Service Specialists with their day-to-day activities which primarily include answering inbound calls and emails.Motivates team members through performance coaching and objectives as set by the Client Services Manager.Answers questions and recommends corrective services to address customer issues.Facilitates customer resolution for escalated calls and engages the necessary technical support personnel.Monitor calls and emails to observe employee demeanor, technical accuracy, and conformity to company policies. Show less

  • Customer Service Representative

    Aug 2015 - Jun 2019

  • Lead Customer Service Specialist

    Feb 2017 - Apr 2019
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  GHOST Vapes Inc.

  Apr 2019 - Mar 2020

  Customer Service Manager

  Responsible for managing, training, and leading customer support teams. In-office and remotely.Develops and implements procedures relevant to the effective operation of the CS department.Acts as a resource in resolving customer issues brought to the Department by utilizing excellent policy and process knowledge and strong skills in negotiating and selling.Monitor business and process metrics to measure and manage customer service effectiveness.Analyze different statistics and compile accurate reports. Measures Customer Service Representatives’ performance and makes employment decisions.Manage all chargeback cases –– Properly investigate, record and respond to all chargebacks received using multiple software and online accounts. Provides feedback to company founder and executives regarding any Customer Support concerns, updates or procedural issues. Responsible for handling escalated Customer Support cases.Review records and reports pertaining to activities such as production, payroll, and attendance in order to verify details, monitor work activities and evaluate performance.Ensure all daily, weekly, monthly, quarterly & yearly reports are done in a timely manner. Show less

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  Target

  Jun 2020 - Aug 2021

  Demonstrate a service culture that prioritizes the guest service experience. Model, train and coach expectations to deliver the service standard.Understand sales goals, plan and execute daily/weekly workload to deliver on department and store sales goals and guest engagement; including: merchandising, pricing workload, transitions, revisions, sales plans, events and promotions.Lead a team of consultants who are knowledgeable and passionate about A&A by staying current on brands, trends and promotions.Ensure your team is ready to engage with all guests by modeling active selling techniques and practicing active selling scenarios to help them grow confidence in their active selling capabilities.Encourage your team to use the fitting rooms as a way to welcome, inspire and influence guests and as an opportunity to provide personalized recommendations to complete their look.Encourage guests to shop with confidence by creating inspiring visual moments that are merchandised to support seasonal trends.Lead apparel backroom processes, organization, layout and replenishment of the sales floor to ensure product is available for guests.Evaluate and recommend candidates for open positions and develop a guest-centric team.Lead team on-boarding, learning and help close product knowledge and skill gaps through development, coaching and team interactions.Establish clear goals and expectations and hold team members accountable to expectations.Provide service and a shopping experience that meets the needs of the guest.Always demonstrate a culture of ethical conduct, safety and compliance; lead and hold the team accountable to work in the same way.If applicable, as a key carrier, follow all safe and secure training and processesAddress store needs (emergency, regulatory visits, etc.).All other duties based on business needs. Show less Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery.Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement.Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path.Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas.Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends.Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales.Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events.Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams.Expect and enable team members to deliver orders efficiently and accurately to digital guests.Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment. Show less

  • Style Team Lead

    Mar 2020 - Aug 2021

  • Service and Engagement Team Lead

    Jun 2020 - Mar 2021
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  EJ Lauren

  Aug 2021 - Sept 2022

  Key Account Manager

  I am critical to the daily operations and success of the business. I interface daily with multiple vendors and multiple departments. I have exposure to logistics and vendor management. I negotiate with vendors, track orders, and submit Purchase Orders. I coordinate delivery, customer pick-up, and freight quotes.

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  NRI 3PL

  Sept 2022 - now

  Client Services Supervisor

  Accountable for all Client experiences. Responsible for the Supervision of the Client Services team members. Provides professional advice, information, and direction to other team members in the organization. Provides professional advice and direction to external contacts.1. Accountable for all Client experiences:• Ensures Clients have a positive customer experience• Client requests and problems are addressed in a timely and effective manner• Finds creative solutions to challenges• Goals of service are met or exceeded for all Clients• Acts as a liaison between the Client and NRI (Operations, Service, Operations)• Ensures Vendor Compliance requirements are met on all shipments leaving NRI Order Processing2. Responsible for the Supervision of the Client Services team members.• Participates in the recruitment and selection process and orientation of new team members.• Trains develops, and mentors the Client Services team members.• Communicates job expectations, enforces policies and procedures, and follows up to close any performance gaps.• Participates in the performance evaluation process and provides compensation changes.3. I update my job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.4. I give professional advice and provide information, and direction to other team members in the organization. 5. I give professional advice and direction to external contacts. Show less