COURTENAY PHILLIPS
SHILLINGTON,USA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call center.
Overview
24
24
years of professional experience
Work History
Collections Specialist
UGI ENERGY SERVICES LLC
04.2022 - 07.2026
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed collections processes, ensuring timely follow-up on outstanding accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Customer Care Representative III
UGI Utilities Inc
02.2002 - 04.2022
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Reading Sr High School
Reading, PA06-1986
Skills
Microsoft Office suites
SAP
Word
Excel
CRM
Timeline
Collections Specialist
UGI ENERGY SERVICES LLC
04.2022 - 07.2026
Customer Care Representative III
UGI Utilities Inc
02.2002 - 04.2022
High School Diploma -
Reading Sr High School