JAMES PHILLIPS
Atlanta,USA
Summary
Outgoing Engagement Specialist experienced in using multimedia tools to drive brand awareness. Improved sales metrics through continuous assessment of satisfaction levels. Proven accomplishments in improving customer engagement and driving substantial sales. Insightful, resourceful, and passionate about leveraging multi-channel marketing and complex strategies. Articulate, personable, and charming with staff, customers, and external stakeholders.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
ZEISS
Atlanta, GA
01.2025 - 04.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
Claims Adjuster
EZ Clams
Atlanta, GA
06.2024 - 12.2024
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Prepared summaries of damage, payments, and policy coverage.
- Temporary Position
Customer Engagement Specialist
Gene Diagnostix
Atlanta, GA
07.2023 - 02.2024
- Provided exceptional customer service, billing support, and laboratory-related communication regarding specimen submissions. This also includes releasing results to healthcare professionals, and their patients. As well as, handling all customer service contact received by telephone and/or electronically.
- Answer incoming calls and respond to inquiries promptly and professionally.
- Utilize medical terminology for clear communication with patients and healthcare professionals.
- Work with clients for missing information such as insurance, ICD 10/CPT, notes, consents, and demographics.
- Remote
- Temporary Position
Engagement Specialist for Wal-Mart Account, Team Lead, and SME
United HealthCare Services Inc.
Atlanta, GA
11.2011 - 07.2023
- Promoted to Team Lead after 10 months based on high performance and exceeding goals and metrics for company expectations.
- Recommended new products and services to increase brand interest in new markets.
- Participated in meetings with executives to brainstorm, develop, and roll out employee retention strategies.
- Remote
Education
High School Diploma -
Frank McClarin High School
College Park, GA05.2002
Some College (No Degree) - Fine Arts
South Georgia College
Douglas, GASkills
- Revenue development
- Communications leadership
- 10 Years Of Experience Working In: Salesforce, Hubspot, SAP/ERP, Oracle/NetSuite, Zendesk CRM
- Team building
- One Note and Excel Trained
- Microsoft Teams/Zoom/Slack Trained
- Remote Worker 5 ½ Years
- CRM and Case Management Certified
- Customer service
- Team management
- Planning and coordination
- SME (Subject Matter Expert)
- Outbound, Cold Calls Trained
- Team Lead Experience
- Microsoft Edge and Google Chrome Experience
Timeline
Customer Care Representative
ZEISS
01.2025 - 04.2025
Claims Adjuster
EZ Clams
06.2024 - 12.2024
Customer Engagement Specialist
Gene Diagnostix
07.2023 - 02.2024
Engagement Specialist for Wal-Mart Account, Team Lead, and SME
United HealthCare Services Inc.
11.2011 - 07.2023
Some College (No Degree) - Fine Arts
South Georgia College
High School Diploma -
Frank McClarin High School