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Molly Spadola

Client Success Specialist

Email: molly.spadola@corehighered.com

Pleasure in the
job puts perfection in the work.

-Aristotle
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Click to expand Biography / SummaryUpdated: 04-14-17
Biography / Summary: Molly Spadola
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. 


Click to expand Educational BackgroundUpdated: 04-10-17
Educational Background: Molly Spadola
Rhode Island College
  • English - Creative Writing
  • Communication 
  • Psychology

Educational Background: Molly Spadola
Exeter-West Greenwich Senior High School

Click to expand Employment HistoryUpdated: 04-10-17
Employment History: Molly Spadola
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: Molly Spadola
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: Molly Spadola
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: Molly Spadola
Customer Service Representative at Winkflash (winkflash.com)

Click to expand Technical & Computer SkillsUpdated: 04-10-17
Technical & Computer Skills: Molly Spadola
Mac OSX

Technical & Computer Skills: Molly Spadola
Windows

Technical & Computer Skills: Molly Spadola
Microsoft Office Suite

Technical & Computer Skills: Molly Spadola
Adobe Creative Suite

Technical & Computer Skills: Molly Spadola
Google Apps

Technical & Computer Skills: Molly Spadola
Jira

Used Jira for internal task management and communicating cases between departments


Technical & Computer Skills: Molly Spadola
Salesforce

Technical & Computer Skills: Molly Spadola
Slack

Cloud-based team collaboration tool


Technical & Computer Skills: Molly Spadola
Join.me

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


Technical & Computer Skills: Molly Spadola
Zendesk

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


Click to expand InterestsUpdated: 04-14-17
Interests: Molly Spadola
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: Molly Spadola
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: Molly Spadola
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: Molly Spadola
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: Molly Spadola
Hiking

Click to expand Workshops & Camps AttendedUpdated: 04-14-17
Workshops & Camps Attended: Molly Spadola
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: Molly Spadola
New England Young Writers' Conference

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


Click to expand TED Talks (Technology, Entertainment and Design)Updated: 04-10-17
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/
TED Talks (Technology, Entertainment and Design): Molly Spadola
Simon Sinek: How great leaders inspire action

Resource Link

TED Talks (Technology, Entertainment and Design): Molly Spadola
Amy Cuddy: your body language shapes who you are

Resource Link

Click to expand Conference, Meeting & Trade Show AttendanceUpdated: 04-14-17
Conference, Meeting & Trade Show Attendance: Molly Spadola
New England Automotive Recyclers Association (NEARA) - Annual Conference

Attended in 2011 and 2012 on behalf of Rebuilders Automotive Supply


Click to expand ProjectsUpdated: 04-14-17
Projects: Molly Spadola
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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