DEMETRIUS PHILSON
Raleigh,NC
Summary
Experienced call center specialist with strong focus on achieving results. Adept at leading teams, optimizing workflows, and enhancing customer satisfaction. Renowned for adaptability and reliability in dynamic environments. Expertise in conflict resolution, project management, and strategic planning.
Overview
17
17
years of professional experience
Work History
Supervisor, Chat Customer Service
Spectrum
Morrisville, NC
01.2022 - Current
- Supervised a team of 24 employees, ensuring adherence to workplace policies. Coached team members to key performance indicators through chat monitoring and role-playing demonstrations. Identified performance issues and developed action plans to facilitate improvement. Served as center POC for escalation handling, employee engagement, and special projects.
- Reduced overall supervisor attrition by 25%. Led to overall increase in Supervisor Index Score of over 10% on Employee Insight Survey, which led to 100% achievement of bonus structure
- Improved contact center Lead Assist percentage by 20%. Reduced number of corporate escalations by 30%
- Improved weekend attendance percentage by average of 5%
Support Coordinator
Aerotek
Morrisville, NC
01.2019 - 01.2022
- Researched medical and pharmacy options aimed at enabling patients access to affordable medications through proactive engagement with insurance providers. Educated patients and healthcare providers regarding guidelines associated with savings programs, ensuring comprehensive understanding of the potential benefits. Completed and analyzed reports on adverse events and product quality to promote the safety and efficacy of medications.
- Increased intake of customer information forms by 30%
- Increased savings program enrollment by an average of 20%
- Received a perfect score on adverse event and product quality reporting as all were in compliance
Operations Manager/Site Leader Intern
Concentrix
Greenville, NC
01.2009 - 01.2019
- Managed a team of 5-10 supervisors, ensuring adherence to workplace policies. Recruited, selected, hired, and trained new call center personnel to ensure SLAs were met. Created and refined workforce schedules to ensure optimal staffing levels. Completed individual performance reviews and assessed overall team effectiveness with upper management. Oversaw the creation and continuous improvement of call center processes.
- Improved number of incorrect adjustments to less than 5% site-wide and saved company over $250,000 in revenue. Initiated the design of corporate credit calculator tool
- Reduced corporate escalations to less than 10% site-wide, ranked as the #1 site for lowest revenue loss to company fines
- Increased Truck Roll Prevention by more than 20% site-wide, ranked as the #1 site for lowest revenue loss due to unnecessary truck rolls
Education
Bachelor of Science - Communication
East Carolina University
Greenville01.2019
Skills
- Project Management
- Process Improvement
- Workforce Supervision
- Scheduling
- Escalation Handling
- Corporate De-Escalation
- ECAF Resolution
- Performance Review
- Data Analysis
- Root-Cause Analysis
- KPI Monitoring
- Performance Coaching
- Action Planning
- Medical Terminology
- Phone Etiquette
- Employee Engagement
Volunteer Activities
Phi Beta Sigma Fraternity, Inc. 2007-Current
Fraternal scholarship and service organization, specializing in community outreach related to Better Business, Education, and Social Action.
· Created, designed, and facilitated city-wide anti-hazing program. Recognized in East Carolina University school newspaper
· Recognized as top organization for community service hours
A-Plus Homecare, Inc. 2005-Current
Assisted quadriplegic patient with activities of daily living. Facilitated administration to ensure compliance with local, state, and federal Healthcare guidelines.
· Saved company over $50,000 in revenue due to volunteer efforts
Timeline
Supervisor, Chat Customer Service
Spectrum
01.2022 - Current
Support Coordinator
Aerotek
01.2019 - 01.2022
Operations Manager/Site Leader Intern
Concentrix
01.2009 - 01.2019
Bachelor of Science - Communication
East Carolina University