Bonnie Phillips
Rockwood,TN
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Knowledgeable and dedicated customer service professional with extensive experience in Mortgage/Title industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Member Service Representative
Foundever Work from Home
11.2023 - 07.2024
- Assisted members with account inquiries and service issues, ensuring prompt resolution.
- Educated clients on product features, enhancing overall customer satisfaction.
- Processed membership applications and renewals, maintaining accurate records in database systems.
- Collaborated with team to streamline communication protocols, improving response times.
Member Service Guide
TTEC
Rockwood, TN
11.2025 - Current
- Member support for a Medicare Insurance Company
- Collaborated with cross-functional teams to resolve customer inquiries and enhance satisfaction.
- Mentored new guides, providing support during onboarding and ongoing development.
- Cultivated strong relationships with clients, ensuring alignment with their needs and expectations.
Delivery Driver
DoorDash
Rockwood, TN
03.2022 - Current
- Deliver food
Stay at home mom/Domestic Goddess
Due to now treated health condition.
Rockwood, TN
07.2024 - 11.2025
- I took a year off from working due to an ongoing health issue but it has now been stabilized.
Member Services Representative
Foundever Work from Home
Rockwood, TN
12.2023 - 07.2024
- Facilitated member support services for Medicare insurance company.
- Facilitated collaboration among cross-functional teams to address customer inquiries effectively.
- Facilitated onboarding and ongoing development of new guides through mentorship and support.
- Fostered robust client relationships to ensure alignment with needs and expectations.
Customer Service Representative
Millenium Search LLC
Memphis, TN
08.2021 - 12.2021
- Temporary assignment customer service from home for Terminix. Scheduling service appointments and inspections both inbound and outbound.
Customer Care Specialist
GC Services
Knoxville, TN
12.2018 - 07.2020
- Taking calls for a private water utility company and providing excellent customer service in a call center environment. Scheduling service calls, taking payments, creating payment arrangements, back to back calls approximately 100-150 calls per day.
Text Agent-Call Center
Express Employment Professionals
Knoxville, TN
08.2017 - 04.2018
- Concisely taking messages for a multitude of doctors' offices across the country. Determining level of importance and delivering messages as such.
Mortgage/Title Experience
Various including PNC Mortgage
Ohio and Tennessee
01.2000 - 12.2012
- Facilitated member support services for Medicare insurance company.
- Facilitated collaboration among cross-functional teams to address customer inquiries effectively.
- Facilitated onboarding and ongoing development of new guides through mentorship and support.
- Fostered robust client relationships to ensure alignment with needs and expectations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Education
High school diploma - undefined
Dixie High School
New Lebanon, OH06.1992
Skills
- Data entry
- Communication skills
- Call center
- Research
- Title processing
- Information security
- Analysis skills
- Customer support specialist experience
- Microsoft Word
- Microsoft Office
- VPN
- Internal employee customer service
- Customer support experience within retail industry
- Mortgage servicing
- Technical Proficiency
- Credit Analysis
- Slack
- Google Workspace
- Account management
- Social media management
- Attention to detail
- Time management
- Technical support
- Accounting
- Help desk
- SAP CRM
- Productivity software
- Escrow
- Salesforce
- Phone etiquette
- Phone customer support
- Project management
- Learning technology
- Negotiation
- Computer skills
- Zendesk
- Medical terminology
- Providing product information
- Task prioritization
- Microsoft Powerpoint
- Customer issue escalation
- Email customer support
- Managing customer accounts
- Windows
- Customer support experience within healthcare industry
- Live chat
- Interpersonal skills
- Databases
- Client interaction via phone calls
- Typing
- Call center agent experience
- Customer service
- Writing skills
- Customer support - Customer support experience (11-15 years)
- CRM software
- Technical user customer support
- Customer support experience within finance industry
- 10 key typing
- Operating systems
- Proofreading
- Microsoft Excel
- Organizational skills
- Microsoft Teams
- Avaya
- Billing issue inquiries
- Computer operation
- Non-technical user support
- Customer complaint resolution
- Office experience
- Phone call management
- Individual consumer customer service
- Clinical research
- Usability
- Insurance sales
- Call center experience
- Improving customer support response time - Customer support response time improved (11-20%)
- Financial services
- SMS customer support
- Banking
Certification
Driver's License
Additional Information
- SKILLS
- Coordinating Title Department Expert
- Typing-80 WPM Expert
- Careful attention to detail Expert
- SoftPro Expert
- Good customer service skills Expert
- Data Entry 15,000+ kph Expert
- Excellent spelling, grammar and proofreading skill Expert
Timeline
Member Service Guide
TTEC
11.2025 - Current
Stay at home mom/Domestic Goddess
Due to now treated health condition.
07.2024 - 11.2025
Member Services Representative
Foundever Work from Home
12.2023 - 07.2024
Member Service Representative
Foundever Work from Home
11.2023 - 07.2024
Delivery Driver
DoorDash
03.2022 - Current
Customer Service Representative
Millenium Search LLC
08.2021 - 12.2021
Customer Care Specialist
GC Services
12.2018 - 07.2020
Text Agent-Call Center
Express Employment Professionals
08.2017 - 04.2018
Mortgage/Title Experience
Various including PNC Mortgage
01.2000 - 12.2012
High school diploma - undefined
Dixie High School