Summary
Overview
Work History
Education
Skills
Work Availability
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A’Nedria Phillips

Aurora,CO

Summary

Contact center professional with extensive experience in managing and optimizing customer service operations. Adept at leading teams to meet performance goals and enhance customer satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.

Overview

29
29
years of professional experience

Work History

Contact Center Supervisor

Stride Community Health Center
08.2020 - Current
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
  • Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
  • Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
  • Streamlined contact center operations for increased efficiency and improved service quality.
  • Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
  • Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
  • Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
  • Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
  • Developed and implemented training programs to enhance team performance and productivity.
  • Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
  • Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
  • Supervised 24 Call Center Representatives in providing excellent customer service to callers requiring assistance for medical, dental and Behavior Health scheduling and appointment confirmation, prescription refill and issues, referral follow up, medical records request, provide internal and external resources. Financial assistance scheduling, Billing questions/concerns, general questions or concerns, patient complains or grievances and call center help desk.
  • Trained team members on performance metrics and consumer behavior identification.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Maintained up-to-date knowledge of policies, procedures and workflow to enhance patients experience.
  • Communicated customer feedback and complaints to team members to promote proper resolve.
  • Provided leadership, guidance and direction to call center team member by offering assistance with any need at any time.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Call Center Group Travel Supervisor

Globus Family of brands
08.2008 - 01.2019
  • Supervised staff of 20+ group associates
  • De-escalation and Conflict resolution
  • Create and implement new processes and procedures
  • Support company directive
  • Assist Manager and Director with creating and analyzing reports
  • Exceed passenger goals year over year by increasing employee productivity and moral
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Increased customer retention rates by implementing customer feedback into actionable improvements.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Implemented cost-saving measures, significantly reducing operational expenses.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Collected, arranged, and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Groups Peer Support

Globus Family of brands
01.2011 - 08.2013
  • Team Leader for Direct and Trade Groups
  • Expert knowledge of products and policy while maintaining flexibility
  • Conflict resolution
  • Familiarity in assisting with departmental and interdepartmental projects to increase productivity and efficiency within the workgroup
  • Mentored, trained and provided coaching for 18+ group associates, Direct/ Trade BDM, Inside Sales, Sale and Marketing Coordinators, Custom Tours and Customer Care
  • Direct Group Account management including 7 Platinum accounts
  • Sales and Service
  • Customer retention
  • Strong organizational skills and time management
  • Tour building for early group sales
  • Assist Supervisor and Manage with creating and analyze reports
  • Core Value Award for Integrity 2013
  • MSAT Award 2012

Direct Groups Travel Consultant

Globus Family of brands
02.2008 - 01.2011
  • Direct Group account manager for West Coast including 15 Platinum accounts
  • Manage International and GSA Accounts
  • Knowledge of products and policy
  • Acknowledge for rebuilding relationships with difficult accounts and maintaining satisfaction
  • Customer Service Award 2008

Seasonal Travel Agent Sales & Service

Globus Family of brands
01.2007 - 09.2007
  • Call Center sales and service to Travel Agents
  • Ability to overcome objection
  • Knowledge of products and brands
  • Ability to close the sale
  • Retained past contract for exceptional service and requested to return for new season

Family Affair Event & Catering
01.2004 - 01.2007
  • Head Chef to 14 employees
  • Cost Control management decreasing yearly budget by 20%
  • Catering Sales and Menu Development
  • Staff training in sanitation and service

Brown Palace
01.1999 - 01.2000
  • Sous Chef of Bakery
  • Managed and trained 8 employees
  • Head Decorator
  • Product creation

Hyatt Regency Denver Tech Center
01.1996 - 01.1999
  • Apprentice Chef
  • Menu Development for 3 restaurants, main kitchen and Events
  • Sales and Catering
  • Maintained skills and safety training for 150 employees
  • Conflict management
  • Cost Control and Waste management decreasing quarterly by $20,000

Education

Associate of Science Degree - Hospitality Management

Associate of Applied Science - Tourism And Hospitality Management

Colorado Institute of Arts
Denver, CO

Skills

  • Process improvement
  • Adaptability
  • Attention to Details
  • Staff training and development
  • Reporting skills
  • Employee motivation
  • Call monitoring
  • Team building
  • Leadership development
  • Staffing and scheduling
  • Reliability
  • Coaching and mentoring
  • Task delegation
  • Key performance indicators
  • Performance evaluation
  • Teamwork and collaboration
  • Conflict resolution
  • HIPAA Compliance
  • Verbal and written communication

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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A’Nedria Phillips