Holly Phillips
Kissimmee,United States
Summary
Accomplished leader with over 25 years of experience driving team success in fast-paced environments. Proven track record of leading high-performance teams in diverse industries, consistently exceeding customer satisfaction, sales targets, and employee training objectives. Excels in leveraging problem-solving and organizational skills to reach ambitious goals, always eager to take on new challenges.
Overview
6
6
years of professional experience
Work History
Connections Specialist
Zillow Group
04.2025 - Current
- Facilitated customer interactions, ensuring seamless communication and support throughout property transactions.
- Developed and implemented strategies to enhance user engagement on Zillow's platform.
- Analyzed market trends to provide insights for optimizing service offerings and improving client satisfaction.
- Collaborated with cross-functional teams to streamline processes, improving operational efficiency in service delivery.
- Managed complex inquiries, resolving issues promptly while maintaining high standards of customer care.
- Oversaw project timelines and deliverables, ensuring alignment with organizational goals and objectives.
- Developed tailored solutions for clients with unique connectivity requirements, resulting in increased satisfaction rates.
- Implemented process improvements to increase overall connection quality and reduce customer complaints.
- Streamlined internal communication processes for improved team collaboration and efficiency.
Merchandise
Walt Disney World
04.2024 - 02.2025
- Increased guest satisfaction through effective management of merchandise inventory at Walt Disney World.
- Revamped merchandise handling, contributing to superior team performance and elevated guest experience.
- Implemented creative merchandising strategies that increased product visibility and sales
- Passionately delivered exceptional customer service, ensuring memorable guest interactions
- Supported team members to achieve common goals, fostering a collaborative work environment
- Pioneered unique guest engagement tactics, elevating overall theme park experience
- Coordinated promotional events such as special sales or clearance items.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Monitored stock to maintain sufficient quantity of featured product.
- Provided training and support for new staff members in regards to merchandising operations.
Customer Service Specialist
Amazon
04.2019 - 06.2024
- Resolved customer issues efficiently across various channels.
- Documented customer interactions accurately, ensuring clear communication with team members
- Analyzed account histories to identify and address trends, improving service quality
- Informed customers on billing and payment options, enhancing their understanding and satisfaction
- Maintained strong call control, boosting productivity and ensuring quick resolution of diverse issues
- Enhanced customer retention by promptly resolving issues and tracking feedback trends
- Streamlined customer data management, enhancing response times and accuracy
- Implemented new CRM tools, reducing call handling time by 25%
- Leveraged analytics to refine customer service strategies, boosting efficiency
- Trained new hires in customer service protocols, fostering a supportive team environment
- Pioneered a customer feedback system that improved service delivery models
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Provided top quality control and eliminated downtime to maximize.
- Mentored junior team members and managed employee relationships.
- Developed strong customer relationships to encourage repeat business.
Acting Business Team Manager
Amazon
10.2022 - 10.2023
- Led and coached a 25+ member team, improving RAP from 64% to 92% in 2 months
- Achieved 95%-100% favorable ratings in Connections from Q1 to Q2
- Developed effective methods for tracking project milestones, deadlines, task completion rates.
- Established clear communication channels with all stakeholders involved in the project.
- Conducted regular reviews to set clear, measurable goals and follow-up procedures
- Cross-trained 31 agents across 4 units to enhance team agility and performance
- Trained 38 new agents in 3 months during New Hire Training Pilot
- Prepared weekly missed call reports to boost productivity metrics for VCS-US site
- Elevated team performance by implementing strategic goal-setting and follow-ups
- Analyzed team metrics weekly to identify productivity improvements
Education
Bachelor of Applied Science (B.A.Sc.) - Applied Behavioral Science with Minor in Psychology
Ashford University
Remote06.2016
Skills
- Collaborative Problem Solving
- Training and Development
- Operations Management
- Administration
- Customer Service
- Microsoft Office
- Inventory Management
- Data Entry
- Sales Management
- Social Networking
- Project Management
- Quality Assurance
- Market Research
- Risk Management
- Team Leadership
Timeline
Connections Specialist
Zillow Group
04.2025 - Current
Merchandise
Walt Disney World
04.2024 - 02.2025
Acting Business Team Manager
Amazon
10.2022 - 10.2023
Customer Service Specialist
Amazon
04.2019 - 06.2024
Bachelor of Applied Science (B.A.Sc.) - Applied Behavioral Science with Minor in Psychology
Ashford University