April Phillips
Florence,KY
Summary
Empathetic customer service agent skilled in problem resolution, active listening, and effective communication. Committed to enhancing customer satisfaction and maintaining brand integrity through timely and professional service.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Concentrix
2018.10 - Current
- Conducted regular performance evaluations, providing constructive feedback to enhance individual agent skills and capabilities.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
Maid
Merry Maids
2015.01 - 2018.08
- Coordinated cleaning schedules to optimize team efficiency and client satisfaction.
- Trained new staff on cleaning techniques and safety protocols, enhancing overall service quality.
- Implemented inventory management practices for cleaning supplies, reducing costs and waste.
- Conducted quality assurance inspections to maintain high standards of cleanliness and service delivery.
Stay at Home Parent
Myself
2008.06 - 2015.01
- Coordinated daily schedules and activities to enhance child development and engagement.
- Implemented educational activities to promote cognitive growth and learning outcomes.
- Managed household budgets effectively, ensuring financial stability and resource allocation.
- Developed meal plans focused on nutrition, fostering healthy eating habits among family members.
- Organized playdates and social events, encouraging social skills and community involvement.
- Mentored children in life skills, promoting independence and confidence through guided experiences.
- Monitored children's activities to verify safety and wellbeing.
Education
High School Diploma -
Lee County Adult Learning Center
Beattyville, KYSkills
- Customer service
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- De-escalation techniques
- Inbound customer service
- Multitasking and organization
Timeline
Customer Service Agent
Concentrix
2018.10 - Current
Maid
Merry Maids
2015.01 - 2018.08
Stay at Home Parent
Myself
2008.06 - 2015.01
High School Diploma -
Lee County Adult Learning Center