Summary
Overview
Work History
Skills
Certification
Timeline
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Elizabeth Phillips

Call Center Supervisor
Pasadena,TX

Summary

Experienced Call Center Supervisor in the Tech Support Department with a demonstrated history of working in fast paced and high demand fields. Skilled in ADP, all Microsoft Office Applications, KPIs, Time Management and Scheduling.

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

16
16
years of professional experience
11
11
Certifications

Work History

Supervisor Call Center - Tech Support

Empereon Constar
Remote, TX
04.2022 - Current
  • Manages and oversees a team of call center agents
  • Motivates and supports agents through feedback and communication
  • Tracks timecards and timecard corrections and approves/declines PTO according to staffing needs
  • Measures KPI's like inbound calls, call waiting, and call abandonment
  • Assists with taking agents' calls when escalated
  • Handles customer complaints and escalates them to the appropriate department
  • Troubleshoots employees/agents equipment to resolve issues before the need to escalate to IT.
  • Supervised 20 remote tech support agents in providing excellent customer service to callers requiring assistance for Internet, phone, and video issues
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Developed process controls and metrics for daily management of call center
  • Trained team members on performance metrics and consumer behavior identification
  • Collaborated with training team to boost product support and certification training initiatives
  • Executed Monthly Performance Plans with representatives to to identify production gaps
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
  • Established and oversaw performance targets for call center associates
  • Determined quality assurance benchmarks and set standards for improvement
  • Developed quality employees within call center to take over leadership positions
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
  • Improved average hold times, resolution rates and satisfaction scores through staff development

Tech Support

Empereon Constar
Remote, TX
04.2021 - 04.2022
  • Inbound Technical support agent for Internet, Phone and Video services
  • Managed a high volume of inbound calls on a daily basis.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Trained users on how to operate components and systems.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented support interactions for future reference.
  • Configured hardware and granted system permissions to new employees.
  • Provided on-call support for critical issues related to Internet, Phone, and Video.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Provided basic end-user troubleshooting and desktop support.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Researched product and issue resolution tactics to address customer concerns.

Laboratory Administrator

Elizabeth Phillips
Pasadena, TX
06.2015 - 07.2017
  • Page 1
  • As, , I maintained all of former job duties as LIMS Coordinator and gained additional responsibilities including:
  • Purchasing all consumables, chemicals, office supplies and maintaining vendor relationships by direct interaction with vendor account reps;
  • I created and maintained a highly organized PO logbook to track all purchases and provide spending reports for each vendor;
  • I have put together cost comparisons and analysis' for purchasing to help reduce cost by harmonizing spending through select vendors
  • I was also responsible for overseeing the day to day activities of retain personnel, coordinating their deliveries & pick-ups and overseeing their mileage and gas logs;
  • Monitoring and maintaining the lab's gas supply;
  • Keeping the lab up to date on expected workflow and upcoming priority jobs, as well as making sure that all job orders are provided in a timely manner.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
  • Assisted in organizing and overseeing assignments to drive operational excellence
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Defined clear targets and objectives and communicated to other team members
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

Coordinator / Laboratory Billing

Coastal Gulf & International Inc
Pasadena, TX
05.2014 - 03.2016
  • L.I.M.S
  • I provide job orders with specific testing instructions to laboratory management and analytical staff in order to facilitate timely and efficient analysis of all incoming samples
  • My day to day tasks entail:
  • Creating and organizing LIMS work orders, worksheets, and overtime forms for each analysis according to client‘s specific requests
  • Coordinating with operations department of each office location for daily updates of incoming samples and client testing requirements, and in turn, reporting my updates to management, analytical staff, and shift leaders
  • Pricing each analysis according to customer’s individual rate agreement, verifying that working hours and overtime hours are properly identified per analysis, and preparing all analysis documents for billing department
  • Fielding calls, providing routine information as needed; receiving and directing visitors
  • Performing daily maintenance of L.I.M.S
  • System, filing raw data, as well as organizing and maintaining analysis records
  • DG shipping: prepare and label samples, prepare DG shipping documents and packaging for domestic and international shipment
  • Assist with creation and submission of purchase orders for various office supplies, and materials; anticipating needed supplies; placing and expediting orders, verifying receipt of orders
  • This position has utilized my extensive software skills, people skills, eagerness to learn, and my ability to thrive in a fast paced environment
  • It has also sharpened my communication, critical thinking, decision making, time management skills, and focus.
  • Responded to customer concerns and questions on daily basis
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft
  • Audited and corrected billing and posting documents for accuracy
  • Generated monthly billing and posting reports for management review
  • Collaborated with customers to resolve disputes
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification
  • Used data entry skills to accurately document and input statements
  • Created improved filing system to maintain secure client data
  • Kept vendor files accurate and up-to-date to expedite payment processing

Billing Clerk / Administrative Assistant

CGI, Coastal Gulf
Pasadena, TX
11.2011 - 05.2014
  • Were performing administrative and office support activities for Supervisors, as well as entire Operations team
  • Day to day tasks that I performed are:
  • Fielding telephone calls; receiving, greeting and directing visitors, distributing mail
  • Using software for preparing and shipping documents, local and international, and informing customers of shipping details arrival times, and tracking information
  • Emailing confirmed reports to customers and handling other correspondence
  • Entering equipment calibration records and various other reports into database
  • Distributing memos to employees, getting them signed and turned in before deadline
  • Respond quickly to maintenance issues with office equipment and arrange for service
  • Source and communicate with vendors for specialty supplies for operations
  • After some time with Coastal Gulf & International, was given additional responsibilities of pricing each analysis completed in Houston office
  • Pricing and invoicing all inspection and analytical jobs for Port Arthur
  • Distributing invoices, for both offices, via email to all customers who required electronic invoices.

Internal Tax Auditor

Jackson Hewit
Houston, TX
11.2010 - 07.2011
  • As Internal Tax Auditor, it was responsibility to collect and analyze data to detect falsified documents, extravagance, fraud, or non-compliance with laws, regulations, and management policies
  • Other tasks and responsibilities as Lead Auditor :
  • Prepare, analyze, and verify daily reports and confer with company officials about audit findings and recommend solutions to rectify any discrepancies or issues that may have caused red flags with the individual tax return
  • Produce up-to-the-minute information, using internal computer systems, to allow upper management to base decisions on actual, not historical, data
  • Examine records and interview workers to ensure recording of transactions and compliance with laws and regulations
  • Conduct pre-implementation audits to determine if systems and programs under development will work as planned
  • Review taxpayer accounts, and conduct audits on-site, by correspondence, or by summoning taxpayer to office
  • Examine records, tax returns, and related documents pertaining to settlement of decedent's estate
  • Verify totals on past forms for accuracy
  • Consult tax law handbooks for especially difficult tax returns
  • Review data about material assets, net worth, liabilities, capital stock, surplus, income, and expenditures to verify true and accurate returns
  • Evaluate taxpayer finances to determine tax liability, using knowledge of interest and discount rates, annuities, valuation of stocks and bonds, and amortization valuation of depletable assets
  • Elizabeth Phillips - page 3
  • Audit payroll and personnel records to determine unemployment insurance premiums, workers' compensation coverage, liabilities, and compliance with tax laws.
  • Processed and adjusted tax forms by entering data into computer system and comparing with tax assessment data and data from previous year
  • Communicated and resolved technical and controversial tax matters with professional judgment
  • Examined and audited accounting and financial records with regard to compliance with personal property or business taxes as prescribed by law
  • Responded to incoming correspondence and assigned accounts to provide timely service and increase client retention
  • Communicated with and assisted taxpayers or representatives regarding filing tax declarations, audits process, audit findings, explaining application of tax laws and regulations
  • Conducted account research and prepared preliminary work papers and schedules
  • Researched and analyzed accounting and tax data in accordance with established schedule of performance expectations
  • Scheduled follow-up audit appointments and prepared amended audit schedules and other supporting documents upon petition for re-determination or other appeal
  • Used accounting software to issue tax returns and prepare consolidated reports
  • Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks
  • Maintained integrity of general ledger and chart of accounts
  • Identified legal tax savings and recommended ways to improve profits
  • Collaborated with accounting manager to comply with governing bodies and limit regulatory risks
  • Compiled general ledger entries on short schedule with 100% accuracy
  • Tracked funds, prepared deposits and reconciled accounts
  • Provided journal entries and performed accounting on accrual basis
  • Found tax solutions to complicated tax issues or errors from incorrect tax filings
  • Trained new employees on accounting principles and company procedures
  • Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions

Office Manager

Jackson Hewitt
Crockett, Texas
01.2008 - 05.2010
  • As Office Manager, was accountable for day to day functionality of my location, as well as staff scheduling, daily cash balance and deposits, confidentiality of client’s personal and employment data, and distribution of our customer’s Federal Tax Refunds
  • Daily activities for this position are:
  • Keeping location compliant with franchise, regulations, as well as various local, state, and federal tax regulations
  • Printing and issuing refund anticipation loans, tax refund checks, as well as activating and issuing
  • Jackson Hewitt “Smart Card” Visa prepaid cards for depositing tax refunds
  • Acquiring new, and maintaining existing client relationships
  • Developing and implementing policies for dealing with high volume clientele during the season‘s peak, as well as creative solutions to keep customer‘s comfortable while waiting
  • Computing taxes owed by following tax code, uncovering potential deductions and credits, as well as helping taxpayers by using their federal, state and local codes to ensure that clients receive the maximum benefit permitted under the law of government
  • Advising against potential tax liabilities and ensuring clients do not pay unnecessary taxes, calculating and invoicing form preparation fees
  • Consulting tax law handbooks and other resources to aid in preparation of especially difficult tax returns
  • Spending time with clients to help them understand issues that may arise and resolve any customer complaints with sensitivity to the customer‘s feelings
  • Recommending additional products and services
  • Setting and maintaining budgets and production goals
  • Licenses & Certifications

Skills

Technical support and assistance

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Certification

ADP E-Time

Timeline

Supervisor Call Center - Tech Support

Empereon Constar
04.2022 - Current

Tech Support

Empereon Constar
04.2021 - 04.2022

Laboratory Administrator

Elizabeth Phillips
06.2015 - 07.2017

Coordinator / Laboratory Billing

Coastal Gulf & International Inc
05.2014 - 03.2016

Billing Clerk / Administrative Assistant

CGI, Coastal Gulf
11.2011 - 05.2014

Internal Tax Auditor

Jackson Hewit
11.2010 - 07.2011

Office Manager

Jackson Hewitt
01.2008 - 05.2010

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Elizabeth PhillipsCall Center Supervisor