Aimee Bland-Phillips
Team Leader/Mentor
Conway,AR
Summary
Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Trainer/Subject Matter Expert/Mentor
First Source
05.2025 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Customer Experience Team Lead
Teleperformance USA
06.2023 - 05.2025
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Investigated customer complaints and escalated issues to address critical requests.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Support/ Escalations Specialist
FIS Global
09.2020 - 06.2023
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Escalated customer issues to management for appropriate action to be taken.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Store Manager
Cato Fashion
07.2018 - 10.2020
- Responsible for handling day to day operations of clothing store
- Primary responsibility was to ensure that profits were up and that the losses were to a bare minimum
- Participate in the training of all new hires.
- Assisted with hiring, training and mentoring new staff members.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Mitigated business risks by working closely with staff members and assessing performance.
Office Manager/Payroll Supervisor
Express Professional Services Co
01.2011 - 05.2018
- Responsible for managing front office and directly supervising a team of 6 payroll employees whose primary responsibilities include processing and distributing payroll for various customer of various industry types
- Work with team to solve and/or triage customer/employee inquiries
- Supervise outsourced payroll process for 1,000 – 10,000 Private and government sector employees, process payroll tax deposits, quarterly payroll reports and year-end tax forms such as W-2, 1095 and 1099 statements
- Ensure payroll processing is in accordance with payroll accounting requirements
- Participate in payroll expense
- GL account maintenance and reconciliations in collaboration with accounting team qtrly and during year-end
- Supervise customer funding collections, tax filings, garnishments and benefits
- Assist with all corporate payroll tax reporting and filing requirements with payroll agencies, maintain new hire reporting, employee benefits, interviewing, hiring and training new employees
- Assist in employee performance evaluations, employee discipline, complaints and problem resolution
- Maintain internal and customer payroll process, to include calculation and entering of all payroll data
- Pay employees by directing the production and issuance of paychecks or electronic transfers to bank accounts via ACH
- Calculate Manual Payments, Stocks, Bonuses &
- Commissions
- Prepare compensation reports by compiling summaries of earnings, taxes, deductions, leave, disability, and nontaxable wages
- Determined payroll liabilities by approving the calculation of employee federal and state income, Medicare and social security taxes, and employer's social security, Medicare, unemployment and worker compensation payments.
Accounting and Tax Assistant
Express Professional Services Co
01.2008 - 12.2010
- Maintained time-keeping for payroll and job order cost accounting, accounts payable, accounts receivable and maintained other accounting functions for the
- Finance Director
Education
Associate of Science - Paralegal
Pulaski Technical College
Psychology, Criminal Justice
University of Arkansas
Little RockFine Arts
Pulaski Technical College
Skills
SKILLS/QUALIFICATIONS:
Timeline
Trainer/Subject Matter Expert/Mentor
First Source
05.2025 - Current
Customer Experience Team Lead
Teleperformance USA
06.2023 - 05.2025
Support/ Escalations Specialist
FIS Global
09.2020 - 06.2023
Store Manager
Cato Fashion
07.2018 - 10.2020
Office Manager/Payroll Supervisor
Express Professional Services Co
01.2011 - 05.2018
Accounting and Tax Assistant
Express Professional Services Co
01.2008 - 12.2010
Psychology, Criminal Justice
University of Arkansas
Fine Arts
Pulaski Technical College
Associate of Science - Paralegal
Pulaski Technical College