Darcy Spence

Experience

• 

  Victoria's Secret

  Jan 1998 - Jan 2001

  Supervisor
• 

  Gap Inc.

  Jul 2002 - Apr 2004

  Website Support Specialist

  * Supported customers with placing online orders from Gap, Old Navy and Banana Republic; assisting them with ordering merchandise, and also troubleshooting issues they may have with the website. * Was chosen to train new representatives as a result of my outstanding performance for the year in 2003. * Was a seasonal recruiter - assisting with screening new potential employees, interviewing, and placing new employees in positions. Won an award for having the best attrition rate for a six month period. Show less

• 

  Verizon

  Apr 2004 - now

  * Helped to launch the chat department in 2012 - was responsible for interviewing, hiring, and helping to train new employees coming into the department. * Work cross-functionally with leaders from other departments to help ideas for process improvement.* Manage a group of 10-12 chat employees who assist customers with billing and device inquiries, tier 2 troubleshooting issues, and global solutions with a focus on providing first-chat resolution and superior customer service.* Communicate with customers regular through writing or on the phone in order to assist them with resolution for their escalated concerns. * Act as a mentor for future leaders in our leadership development program.* Regularly interpret reporting data and translate it into actionable items in order to save cost, be more efficient, and obtain superior customer service results. * Was selected to be on the "voice of the representative" leadership council in order to take feedback from front line Emloyees and make process improvement based on this feedback. Show less * Managed a team of 10-15 front line Customer Service employees with a focus on efficiency and quality customer interactions. * Worked with customers over the phone to help resolve their escalated issues. * Lead an efficiency team focused on Average Handle Time reduction and decreased the Average Handling Time for the group by 40 seconds in a 30 day period. * Was recognized as one of the top three supervisors in the Dublin call center in 2010 for Adjusted Calls Per Day with an average of 51 Adjusted Calls Per Day for the year. * Helped reduce costs to the company by decreasing my team's overall credits per call by $3.30 per contact from first quarter 2011 to first quarter of 2012. * Helped the company become more profitable by reducing my team's manual equipment discounting by $31.18 per order from first quarter 2011 to first quarter of 2012. Show less

  • Senior Manager

    Feb 2022 - now

  • Lead Supervisor

    Dec 2019 - Jun 2023

  • Chat Supervisor

    May 2012 - Dec 2019

  • Customer Service Supervisor

    Apr 2004 - May 2012