Marissa Gummow
Joplin
Summary
Results-driven Lead Customer Care Specialist with expertise in complaint resolution and relationship management. Focused on enhancing team performance through targeted coaching and mentoring. Strengths include fostering collaboration to drive customer satisfaction and operational efficiency, while promoting a positive work environment that boosts team performance.
Overview
8
8
years of professional experience
Work History
Lead Customer Care Specialist
Sparklight
Joplin
06.2025 - Current
- Resolved escalated customer complaints, ensuring customer satisfaction and retention.
- Provided prompt and friendly support to VCC associates, enhancing their ability to assist customers effectively.
- Trained in all reports such as: Service Now tickets, phone reports, Payment handling fee report, Refunds, autopay/ebill reports and retention credit reports.
- Maintain up-to-date knowledge of product features and services offered by the company.
- Coached and mentored associates on best practices, improving overall handling of customer inquiries.
- Provide guidance and support on how best to handle challenging situations with customers.
Customer Care Specialist II
Sparklight
Joplin
11.2023 - 06.2025
- Assisted customers with account inquiries and billing issues efficiently, while providing outstanding customer service
- Educated customers on service features and troubleshooting techniques effectively.
- Resolved escalated customer complaints with professionalism and empathy, ensuring customer retention.
- Achieved high satisfaction score by consistently resolving first-call issues, enhancing customer loyalty.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Supported front counter operations to enhance customer service
- Participated in community events
- Collaborated with coaching team to train new hires on company policies and procedures.
- Supported ValuNet queue operations, contributing to improved GOS through effective customer assistance.
- Maintained and exceeded Metrics
Administrative Support Specialist
Sparklight
Joplin
05.2018 - 11.2023
- Provided administrative support to team members and management.
- Maintained and uploaded FCC files, ensuring compliance and accessibility.
- Assisted TOM with weekly tech metrics.
- Managed purchasing of office supplies to ensure team had necessary resources.
- In charge of budget for community events and sponsorships
- Balanced petty cash and processed reimbursement requests accurately.
- Oversee customer wellness calls and modem mismatch calls.
- Supported GM by completing various office tasks and special projects.
- Assisted in preparing reports and presentations for management review.
- Maintained filing systems to ensure document organization and retrieval.
Education
High School Diploma -
Lake Havasu City High School
Lake Havasu City, AZ05-1997
Skills
- Customer support
- Complaint resolution
- Customer relationship management
- Call handling
- Service knowledge
- Report analysis
- Training associates
- Coaching and mentoring
- Attention to detail
- Multitasking and organization
- Team collaboration
- Effective communication
- Relationship building
- Decision-making
- Adaptability and flexibility
Accomplishments
- WOW Excellence in Service Award May & June of 2024
- Quarterly Peak Performer Recipient 2013
- New Wave Conversion Team
- Headed Baxter Springs KS Conversion 2016
- Skills Coach Training Certification in Phoenix
- NCTI Certification of Graduation in Delivering Cable Services
- EBB Support Team
Timeline
Lead Customer Care Specialist
Sparklight
06.2025 - Current
Customer Care Specialist II
Sparklight
11.2023 - 06.2025
Administrative Support Specialist
Sparklight
05.2018 - 11.2023
High School Diploma -
Lake Havasu City High School