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Molly Spadola
Client Success Specialist
Molly Spadola - Biography

Molly Spadola is a Client Service Representative at CORE Higher Education Group, a technology company based in West Warwick, Rhode Island. With nearly ten years of customer service experience, as well as advanced problem solving and technical skills, Molly is well-suited to handle any challenges with ease. She has a passion for customer delight, communication, and technology that improves quality of life for both individual and institution alike. 

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Molly Spadola

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Biography / Summary
Molly Spadola - Biography

Molly Spadola is a Client Service Representative at CORE Higher Education Group, a technology company based in West Warwick, Rhode Island. With nearly ten years of customer service experience, as well as advanced problem solving and technical skills, Molly is well-suited to handle any challenges with ease. She has a passion for customer delight, communication, and technology that improves quality of life for both individual and institution alike. 

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Educational Background
Rhode Island College
  • English - Creative Writing
  • Communication 
  • Psychology
Educational Background
Exeter-West Greenwich Senior High School
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Employment History
Account Manager and Customer Service at MOO Inc. (moo.com)

Account Manager

  • Primary point of contact for existing accounts in assigned account book
  • Assisted clients with onboarding users, uploading data, digital/print product information, and using online platform to organize and facilitate orders
  • Resolved issues with orders, shipment, and online errors by working with internal teams 
  • Collaborated with internal design team using Jira to solve client issues and curate custom designs
  • Used Salesforce to log all client interaction, communicate with colleagues, and manage funnel
  • Met and exceeded sales goals including revenue targets and SLAs; consistently returned high NPS scores

Customer Service Agent

  • Responded to customer inquiries via email, phone, and LiveChat while fulfilling SLA requirements
  • Handled scenarios ranging from order status, order/print issues, website navigation, product questions, pricing, digital/design and print specifications, technical issues, artwork uploads, and more
  • Handled refunds, returns, and credits
  • Dealt with customer complaints and escalated as needed; used judgement to find the best possible resolution
  • Provided feedback and data during sessions with product and development teams
  • Consistently awarded high customer satisfaction scores and reviews
Employment History
Customer Service Representative at Benefit Concepts
  • Handled inbound calls regarding COBRA administration and active/retiree benefits, in accordance with HIPAA law
  • Assisted customers with website navigation, benefit elections, making payments, and more
  • Communicated directly with insurance carriers and other third party administrators to resolve customer issues
  • Position required strong sense of empathy and advanced communication skills 
Employment History
Customer Service and IT Support at Rebuilders Automotive Supply
  • Received and directed all calls for Online Buying Department
  • Accepted inbound calls with leads and established opportunities for new clients
  • Responsible for installation and maintenance of proprietary software; scheduled appointments for remote collaboration/screen share sessions for installation
  • Collaborated with IT personnel to maintain software and generate inventory data reports
  • Assisted clients with software updates, inventory management, website navigation, and program questions
Employment History
Customer Service Representative at Winkflash (winkflash.com)
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Technical & Computer Skills
Mac OSX
Technical & Computer Skills
Windows
Technical & Computer Skills
Microsoft Office Suite
Technical & Computer Skills
Adobe Creative Suite
Technical & Computer Skills
Google Apps
Technical & Computer Skills
Jira

Used Jira for internal task management and communicating cases between departments

Technical & Computer Skills
Salesforce
Technical & Computer Skills
Slack

Cloud-based team collaboration tool

Technical & Computer Skills
Join.me

Used join.me to screen-share and demo software to existing and prospective clients

Technical & Computer Skills
Zendesk

Used Zendesk to manage interactions with customers, assign tickets, create macros, and moderate queues within SLA

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Interests
Zumba

I began taking Zumba classes in early 2016 and have been going weekly ever since! Zumba is a fusion of Latin dance (samba, salsa, merengue, mambo, etc.) and aerobic movements designed to achieve a whole-body workout. I've also recently begun taking STRONG by Zumba -- STRONG is a new workout in which the music is tailored speficically to the movements, and it's a challenging, high-intensity, body-weight focused class that will push your limits (lots of lunges, burpees, and push-ups). Clearly I am always up for a challenge!

High Steppin' Dance Academy

Interests
Reading

Favorites include:

  • The Hobbit & Lord of the Rings by J.R.R. Tolkien
  • A Song of Ice and Fire by George RR Martin
  • The Things They Carried by Tim O'Brien
  • American Gods by Neil Gaiman
  • A Coney Island of the Mind by Lawrence Ferlinghetti
  • Killing Yourself to Live by Chuck Klosterman
  • The Vintage Book of Contemporary American Short Stories
Interests
Kickball

I've been playing in the Providence Kickball League since 2014 and absolutely love it. Kickball takes place every Saturday at Dexter field in Providence, from mid-May until the beginning of September. There are about 20 teams that participate total, and I'm on Narragansett Baywatch (save the bay!) and resident glam-rockers, Glamazons.

Interests
Dodgeball

Hosted by My Social Sports, dodgeball is a fun throwback that gets surprisingly competitive! The "seasons" go from October through March, and each team has 10 players (all adults) in at a time. I've been playing for 3 years and will continue to do so as long as possible.

Interests
Hiking
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Workshops & Camps Attended
Power the Change - Training with Matthew Davies

Attended multiple sessions with Matthew Davies of Power the Change during my time at MOO (2014-2017). Program included the following topics:

  • Time Management
  • Presentation Skills
  • Effective Negotiation Skills
  • Confidence Coaching
  • Communication in Customer Service
Workshops & Camps Attended
New England Young Writers' Conference

Annual conference at the Bread Loaf Campus at Middlebury College, VT

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TED Talks (Technology, Entertainment and Design)
Riveting talks by remarkable people, free to the world. TED (Technology Entertainment and Design) is a global set of conferences curated by the American private non-profit Sapling Foundation, formed to disseminate "ideas worth spreading". http://www.ted.com/
Simon Sinek: How great leaders inspire action
Resource Link

TED Talks (Technology, Entertainment and Design)
Riveting talks by remarkable people, free to the world. TED (Technology Entertainment and Design) is a global set of conferences curated by the American private non-profit Sapling Foundation, formed to disseminate "ideas worth spreading". http://www.ted.com/
Amy Cuddy: your body language shapes who you are
Resource Link

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Conference, Meeting & Trade Show Attendance
New England Automotive Recyclers Association (NEARA) - Annual Conference

Attended in 2011 and 2012 on behalf of Rebuilders Automotive Supply

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Projects
moo.com - QA Testing

Participated in QA sessions to test additions to business platform and updates to internal tools; provided documentation with results and feedback to streamline internal and client-facing processes.

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