JAMI L. PHILLIPS
Customer Service Specialist/Trainer
Camden,DE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service / Training Specialist
Arise Virtual Solutions
Remote
12.2018 - Current
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Developed customer service improvement initiatives to decrease customer wait times.
- Provided primary customer support to internal and external customers.
Internet Sales Consultant
Carman Ford Lincoln
New Castle, DE
05.2016 - 12.2018
- Developed successful online sales operations from scratch by establishing and following strategic vision, mission and operational plans.
- Promoted products in online communities through weblog or discussion-forum postings, e-mail marketing programs or online advertising.
- Improved monthly sales with successful marketing, sales and customer relations approaches.
- Uploaded digital media to online storefront, auction sites or other shopping Web sites for advertising purposes.
Human Resources Specialist
JPMorgan Chase, JPMorgan Chase & Co
Newark, DE
08.2011 - 05.2016
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Managed payroll processing and benefits to compensate employees for service rendered.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Worked alongside global business leader to deploy new training strategies.
Customer Service / Fraud Specialist
HSBC Bank
New Castle, DE
09.2005 - 08.2011
- Evaluated customer data to identify and prevent fraudulent activities.
- Worked with third-party vendors to access and analyze data and systems.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Bachelor Of Applied Science In Information Technology - Web Development
Strayer University
Online 08.2020 - Current
Skills
Multi-line phone talent
POS systems expert
CRM
Staff education and training
Strategic sales knowledge
Service standard compliance
Sales expertise
Professional telephone demeanor
Complaint resolution
Account management
Creative problem solving
Technical Support
Timeline
Bachelor Of Applied Science In Information Technology - Web Development
Strayer University
08.2020 - Current
Customer Service / Training Specialist
Arise Virtual Solutions
12.2018 - Current
Internet Sales Consultant
Carman Ford Lincoln
05.2016 - 12.2018
Human Resources Specialist
JPMorgan Chase, JPMorgan Chase & Co
08.2011 - 05.2016
Customer Service / Fraud Specialist
HSBC Bank
09.2005 - 08.2011