DORIS PHILLIPS
Surprise,AZ
Summary
Bilingual operational leader and account management specialist with 12+ years of experience in customer service, team leadership, and process improvement across government and retail sectors. Proven success managing teams of 20+ while leveraging Lean strategies, performance metrics, and customer-centric innovation to exceed business goals. Passionate about enhancing efficiency and service outcomes in fast-paced, high-volume environments. Currently completing a Bachelor’s degree in Clinical Psychology, applying behavioral insight to leadership and team motivation.
Results-driven professional with expertise in performance metrics and process improvement. Proven ability to enhance team productivity and streamline operations within warehouse and retail environments.
Overview
4
4
years of professional experience
Work History
Warehouse Associate
Amazon
11.2024 - 09.2025
- Operated pallet jacks to move inventory efficiently throughout the warehouse.
- Maintained clean and organized work areas to ensure safety compliance.
- Collaborated with team members to streamline order fulfillment processes.
- Followed safety protocols to minimize accidents and injuries on the job site.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Used pallet jacks to move items to and from warehouse locations.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Collaborated with team members to complete tasks efficiently and accurately.
Account Management Specialist
Internal Revenue Service (IRS)
05.2022 - 02.2024
- - Monitored key performance metrics and implemented Lean-based strategies to improve service delivery and reduce case resolution times by 20%.
- - Managed complex taxpayer relationships with a focus on clarity, compliance, and empathy.
- - Led issue resolution efforts, providing education and support to clients on policy errors and adjustments.
- - Mentored new specialists, raising team productivity and professionalism in client interactions.
- - Created and verified accurate customer invoices, ensuring all account details were correct
- - Reviewed billing data to identify discrepancies, errors, and inconsistencies
- - Processed invoice adjustments, refunds, and manual billings as needed
- - Researched and resolved customer billing inquiries in a timely, professional manner
- - Supported credit balance reviews and revenue verification checks
- - Followed billing procedures, SOX controls, and strict monthly close deadlines
- - Learned and utilized the WM billing system through hands-on, on-the-job training
Assistant Store Manager
Aeropostale
10.2021 - 12.2022
- - Supervised and developed a team of 20+ employees in sales, inventory, and merchandising operations.
- - Applied Kaizen-style techniques to daily workflows, increasing team sales efficiency and boosting revenue by 15%.
- - Spearheaded customer satisfaction efforts through proactive issue resolution and high-impact communication training.
- - Maintained operational readiness and compliance with corporate merchandising and loss prevention standards.
Education
MBA - Business Management Administration
Grand Canyon University
Phoenix, AZ12.2025
Bachelor of Science - Clinical Psychology
Grand Canyon University
Phoenix, AZSkills
- Team Leadership (20 employees)
- Performance Metrics & Process Improvement
- Lean Principles
- Kaizen
- Customer Journey Optimization
- Conflict Resolution & De-escalation
- Cross-Functional Collaboration
- Inventory & Supply Chain Coordination
- Data Analysis & Microsoft Office Suite
- English & Spanish (Bilingual)
- Retail, Government, Distribution Sector Experience
- Team collaboration
- Conflict resolution
- Inventory management
- Performance metrics
- Process improvement
- Communication skills
- Material handling
- Warehouse environment safety
- Logistics
- Problem-solving
- Cost reduction
Timeline
Warehouse Associate
Amazon
11.2024 - 09.2025
Account Management Specialist
Internal Revenue Service (IRS)
05.2022 - 02.2024
Assistant Store Manager
Aeropostale
10.2021 - 12.2022
Bachelor of Science - Clinical Psychology
Grand Canyon University
MBA - Business Management Administration
Grand Canyon University
Education and Training
Grand Canyon University | Phoenix, AZ
MBA in Business Management Administration
05/2025 - Current
Grand Canyon University | Phoenix, AZ
Bachelor of Science in Clinical Psychology
11/2024
Expected Nov 2024