Chelsea Phillips-Verge
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a variety of administrative, customer service and marketing positions. I am a 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. A people oriented person with excellent interpersonal and communication skills, with individuals at all levels readily developing rapport with clients and colleagues. 95% Performance Goals Problem Solving Strong Customer Service Microsoft Word/Excel Detail Orientated Follow Up.
Overview
14
14
years of professional experience
Work History
Client Support Specialist
HireRight
Nashville, Tennessee
02.2017 - Current
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Conducted case management activities and services with multidisciplinary team.
- Provided excellent customer service by following up with clients, communicating via email, U.S. mail, internet inquiries and responding to incoming calls.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Interacted with team members across departments to research and resolve customer issues.
- Used Excel, PowerPoint, Microsoft Edge and Microsoft Word to prepare and submit database statistics, graphs and charts to accurately track client movements.
Customer Service Specialist
HCA
Nashville, TN
09.2015 - 05.2016
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Technical Support Expert
Verizon Wireless
Murfreesboro, TN
08.2007 - 05.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Submitted service tickets for equipment maintenance requests.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed high levels of call flow and responded to technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Researched product and issue resolution tactics to address customer concerns.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular etc.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Associate of Applied Science - Business Administration And Management
State Community College
East Saint Louis, IL05.1990
Secretarial Studies And Office Administration
Professional Business School
St. Louis, MO03.1989
High School Diploma -
East Saint Louis Senior High School
East Saint Louis, IL05.1988
Skills
- Customer Account Management
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- ADP Workforce Now
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Understanding Customer Needs
- Data Entry and Maintenance
- Customer Retention Strategies
- POS Systems and Ordering Platforms
- Call Documentation
- Assisting with Navigation
- Issue and Complaint Resolution
- Upselling Products and Services
- Application Process Improvement
- Office Supplies and Inventory
- Clerical Support
- Special Requests
- Online Systems
- Team Interaction
- Call Volume and Quality Metrics
- Policy and Procedure Adherence
- Microsoft Exchange
- Sales and Upselling
- Inbound and Outbound Calling
- First-Tier Technical Support
- Patient and Empathetic
- Promoting Brand and Company Identity
- Team-Oriented and Cooperative
- Administrative and Office Support
- Billing Adjustments and Refunds
Additional Information
Committed to providing high quality customer service and catering to the needs of the customer. Proficient user of Avaya CMS, Aspect eWorkforce Management, Compass, AS/400, Witness, Microsoft Outlook, Excel, Word and PowerPoint.
Timeline
Client Support Specialist
HireRight
02.2017 - Current
Customer Service Specialist
HCA
09.2015 - 05.2016
Technical Support Expert
Verizon Wireless
08.2007 - 05.2015
Associate of Applied Science - Business Administration And Management
State Community College
Secretarial Studies And Office Administration
Professional Business School
High School Diploma -
East Saint Louis Senior High School