Bailie James Phillips
Savannah,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Haeussler Insurance Agency
Frisco, Texas
09.2019 - 04.2024
- Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Coordinated training sessions for new customer service personnel.
- Assisted in developing policies and procedures related to customer services operations.
- Monitored the accuracy of data entry into the company's database system by customer service staff.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Identified areas for improvement within existing processes regarding customer services operations.
- Maintained up-to-date knowledge about product information and pricing details.
- Advised management on potential improvements to enhance overall quality of customer services.
- Motivated teams by recognizing and rewarding excellence.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Training Specialist
Monitronics Security
Dallas, TX
02.2015 - 03.2016
- Developed and maintained training materials, including job aids, handouts, and presentations.
- Facilitated classroom instruction for groups up to 30 students.
- Coordinated with subject matter experts in order to develop comprehensive training content.
- Created assessments to evaluate the effectiveness of training programs.
- Assisted in developing training plans for new hires and existing employees.
- Implemented performance management systems to track employee progress against established goals.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
Customer Loyalty Representative
Monitronics Security
Dallas, TX
07.2014 - 02.2015
- Provided support services to customers in a timely manner and addressed their queries efficiently.
- Analyzed customer data, identified trends and patterns, and proposed strategies for retention.
- Educated customers about the benefits of various products and services available from the company.
- Evaluated existing retention strategies based on key performance indicators such as response time, cost savings.
- Maintained accurate records of all interactions with customers including call logs, emails.
Customer Care Representative
Monitronics Security
Dallas, TX
11.2013 - 07.2014
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Education
Some College (No Degree) - Communications
Brookhaven College
Dallas, TXSome College (No Degree) - Core Curriculum
Tarleton State University
Stephenville, TXSkills
- Complaint resolution
- Inbound and Outbound Calling
- Call Management
- Account updating
- Data Entry
- Data Collection
- Adaptive team player
- Administrative Support
- Professional telephone demeanor
- Customer Education
- Positive and professional
- Computer Proficiency
- 10-Key
- Multi-Task Management
- Microsoft Office Suite
- Typing 67 WPM
- Conflict Resolution
- Client Relations
- Staff Training
- Typing proficiency
- Grammar
Certification
- State Notary
Timeline
Customer Service Representative
Haeussler Insurance Agency
09.2019 - 04.2024
Training Specialist
Monitronics Security
02.2015 - 03.2016
Customer Loyalty Representative
Monitronics Security
07.2014 - 02.2015
Customer Care Representative
Monitronics Security
11.2013 - 07.2014
Some College (No Degree) - Communications
Brookhaven College
Some College (No Degree) - Core Curriculum
Tarleton State University
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