Aniyah N. Phillips
New York,NY
Summary
Results-oriented Customer Service Professional experienced in remote call center and retail environments. Resolved customer concerns and maintained accurate records while training employees and utilizing Microsoft Office effectively. Emphasized team collaboration and adaptability, consistently delivering high levels of customer satisfaction through active listening and conflict resolution.
Overview
10
10
years of professional experience
Work History
Access-A-Ride Call Representative
Global Contact Services
04.2026 - Current
- Assist Access-A-Ride customers by telephone with trip reservations and transportation-related questions in a remote call center.
- Clarified rider requests, providing accurate information on reservation procedures and service policies to enhance customer understanding.
- Use active listening and a patient, professional approach to address concerns and support riders with varied needs.
- Applied active listening and a patient, professional approach to resolve concerns and effectively support riders with diverse needs.
- Escalated service issues through appropriate channels, ensuring confidentiality in handling rider information to maintain trust.
- Worked remotely to assist customers
Lead / Barista
Macy’s Starbucks
01.2021 - 01.2023
- Led daily shifts and supervised teams of up to 11 employees, reporting to the general manager.
- Trained and coached team members on customer service and daily tasks to support consistent service.
- Coordinated team responsibilities during busy periods, ensuring timely preparation of food, coffee, and espresso beverages.
- Served 25 customers per hour, addressed product inquiries, and facilitated merchandise sales.
- Processed cash and credit transactions, handled invoices, and counted daily revenue accurately.
- Monitored food inventory, replenished stock, and organized work areas to maintain operational efficiency.
Telecommunications Assistant
Hartwick College
08.2020 - 12.2022
- Answered telephone inquiries and coordinated with college departments to resolve student questions efficiently.
- Organized digital and physical records, ensuring secure storage of sensitive information.
- Assisted students with withdrawals, deposits, and financial aid inquiries, enhancing their understanding of processes.
- Supported department operations through work study role.
Public Service Internship
Oneonta, NY
09.2021 - 05.2023
- Worked with local government, attended public meetings, and wrote weekly memos on community issues.
Cashier / Customer Service Associate
PetSmart
New York
10.2025 - 07.2026
- Processed purchases, returns, and cash and credit transactions accurately, ensuring efficient customer transactions.
- Answered product questions and assisted customers while maintaining organized and well-stocked checkout areas to enhance shopping experience.
- Processed customer transactions accurately using point-of-sale system and verified payment methods.
- Provided friendly checkout support while answering basic product and pricing questions.
- Balanced cash drawer and maintained accurate register counts throughout shift.
Retail Sales and Customer Service Representative
Vibe Jewels
08.2016 - 09.2018
- Provided assistance to shoppers in finding desired products., arranged merchandise, and processed cash and credit payments using Square.
- Supported sales efforts at street fairs and indoor markets in Manhattan and Brooklyn, engaging customers to drive product interest.
- Responded to customer inquiries about jewelry products, orders, and store policies through phone, email, and chat.
- Resolved shipment, sizing, and return issues with accurate documentation and timely follow-up.
- Processed order updates, cancellations, and address corrections within customer service systems.
Education
Bachelor of Arts - Criminal Justice and Political Science
Hartwick College
Oneonta, NY05-2024
Skills
- Call center support
- Call center skills
- Call center support
- Customer communication
- Account management
- Account documentation
- Remote customer support
- Service quality monitoring
- Time management
- Multitasking Abilities
- Multitasking
- Goal oriented
Timeline
Access-A-Ride Call Representative
Global Contact Services
04.2026 - Current
Cashier / Customer Service Associate
PetSmart
10.2025 - 07.2026
Public Service Internship
09.2021 - 05.2023
Lead / Barista
Macy’s Starbucks
01.2021 - 01.2023
Telecommunications Assistant
Hartwick College
08.2020 - 12.2022
Retail Sales and Customer Service Representative
Vibe Jewels
08.2016 - 09.2018
Bachelor of Arts - Criminal Justice and Political Science
Hartwick College
Recognition
Speedy Customer Service Award, Macy’s (2021), Fast Learner Award, Hartwick Public Service Internship