1. s hi ras p@c ox . net ▪ (949) 632-5023 ▪ www. l i nk edi n. c om / i n/ S hi raS penc er
Shira Spencer
Professional Experience
Inbound Customer Care Agent
TripAdvisor (PSG contractor/TripAdvisor employee), Boston, MA, December 2014 - Present
 Assisted customers by phone, email, and chat for multiple brands across the TripAdvisor platform
 Created and implemented tracking tools in order to increase productivity
 Collaborated across teams to share information and coordinate on new ideas at the weekly editorial
board meetings
 Promoted from contractor to employee
 Selected for Workforce Planning Mentorship: Scheduled shifts for over 60 agents and generated
reports for four global offices
Online Business Development Associate
TripAdvisor (PSG contractor), Boston, MA, July, 2014 - December, 2014
 Increased conversion rates for online listings by researching and improving content of the listings
 Researched and entered new sales leads, and updated current ones using Salesforce
 Created new listings for property owners
 Tracked workflow performance
Sign Language Classroom Tutoring Assistant
Arizona State University, Tempe, AZ, 2013
 Assisted students in class and participated in classroom lessons with the Professor
 Held weekly office hours for tutoring and served as the main point of contact for students
 Tracked students’ progress through weekly meetings with the Professor
Nanny
Self-employed, Various locations, 2003 – Present
 Assured safety and security of children in my care
 Created engaging activities, games, and events for clients
Sorority Leadership Experience
Scholarship Chairwoman
Gamma Phi Beta Sorority, Tempe, AZ, 2012-2014
 Tracked members’ semester and cumulative GPAs
 Proctored, collected, and logged members’ study hours
 Provided timely feedback to advisors and International Headquarters to advise on scholastic
achievement
New Member Educator
Gamma Phi Beta Sorority, Tempe, AZ, 2011– 2012
 Recruited new members to join and planned multiple events for over 100 participants with a budget of
$500
 Taught weekly educational meetings for up to 30 members
 Created educational materials and training guides to teach and track performance
 Served as member liaison between newer member and existing members
 Established and led a five member team to train new members

2. Standards Committee member
Gamma Phi Beta Sorority, Tempe, AZ, 2013 – 2014
 Served multiple years as the Junior and Senior delegate participating in disciplinary hearings and
meetings
Programming and Software Skills
Experienced with Microsoft Word, Excel, PowerPoint, and Outlook, InContact, Verint Impact 360,
Salesforce, Zendesk, and Google docs and sheets
Education
Bachelors of Science
Arizona State University, Tempe, AZ, June 2014