FELISHA PHILLIPS
Pawtucket
Summary
Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
HomeX Services
09.2024 - Current
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
Client Service Specialist
Client Service Specialist
11.2022 - 05.2024
- Managing large amounts of inbound calls in a timely manner
- Serviced business clients on how to manage their commercial card programs from setting up new users to managing expenses and online assistance
- Services cash management clients with portal issues, batch information, setting up wires and managing the different systems (Bottomline, Achieve, EZ Deposit etc)
- Assisted management and supervisors with training new hires and provided additional help to colleagues in my department and in other departments
- Handle incoming emails from clients and colleagues to provide assistance in many areas for card and cash management issues
- Handled call escalations in a timely manner
- Assisted in product support with upper management to ensure portals and gateways were accessible to clients, also engaging with clients when issues were fixed to ensure complete resolution
- Handled MasterCard coverage claims along with commercial priority specialists for business clients
Advanced Client Solutions
Advanced Client Solutions
09.2021 - 10.2022
- Managing large amounts of inbound calls in a timely manner
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Following call center 'scripts' when handling different topics
- Build sustainable relationships and engage customers by taking the extra mile
- Attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Seize opportunities to upsell products when they arise
Tax Manager
Prime Marketing And Consultants
01.2020 - 04.2022
- Assisted in managing audits of federal and state income tax and state and local filings
- Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws
- Researched and analyzed tax developments and applications to specific business situations
- Worked with customers to understand needs and provide excellent service
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter
- Used Microsoft Word and other software tools to create documents and other communications
- Skillfully and assertively anticipated and addressed customer needs
Tax Manager
HR Block
11.2013 - 02.2020
- Assisted in managing audits of federal and state income tax and state and local filings
- Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws
- Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities
- Generated sales tax reports for each operational jurisdictions, monitored bi-weekly payroll and prepared and paid out sales commissions
- Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects
- Oversaw high-volume accounting operations with a 14 person team focused on efficient budget administration, AP/AR and other financial management needs
- Trained and developed new hires in company processes, product knowledge, and customer service
- Exceptional up-selling and cross-selling techniques
Shift Manager
Wendys Restaurant
03.2003 - 10.2010
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth
- Exercised composure under pressure and in escalated customer service scenarios
- Managed schedules, accepted time off requests and found coverage for short shifts
- Excelled in every store position and regularly backed up front-line staff
- Kept employees operating productively and working on task to meet business and customer needs
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs
- Tracked receipts, employee hours and inventory movements
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team
- Supervised employees and oversaw quality compliance with company standards for food and services
Education
Bachelor Of Accountancy - Accounting And Finance
Community College of Rhode Island
Warwick, RIMedical Billing And Coding - Medical Insurance Billing
Lincoln Technical Institute of RI
Lincoln, RI08.2010
Skills
- Supervision
- Customer Service and relationship building
- Organization and Time management
- Interpersonal Communication
- Conflict resolution
- Flexible & Adaptable
- Process implementation
- Strategic and financial planning
- Active listening skills
- MS Office
- Financial Statements Expertise
- Product Knowledge
- Scheduling
Timeline
Customer Service Representative
HomeX Services
09.2024 - Current
Client Service Specialist
Client Service Specialist
11.2022 - 05.2024
Advanced Client Solutions
Advanced Client Solutions
09.2021 - 10.2022
Tax Manager
Prime Marketing And Consultants
01.2020 - 04.2022
Tax Manager
HR Block
11.2013 - 02.2020
Shift Manager
Wendys Restaurant
03.2003 - 10.2010
Medical Billing And Coding - Medical Insurance Billing
Lincoln Technical Institute of RI
Bachelor Of Accountancy - Accounting And Finance
Community College of Rhode Island
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