Jozlyn N. Phillips
Spartanburg,SC
Summary
Professional in client focused support with strong communication and problem-solving skills Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Dominion National
10.2023 - 09.2024
- 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.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Community Health Advocate
ProjectREST
06.2022 - 02.2023
- Determined and verified eligibility for program services
- Completed forms and reports in compliance with federal and state regulations
- Negotiated on behalf of clients for referral services
- Remained calm and poised in emergency and crisis situations
- Communicated with third-party agencies and providers for care coordination
- Documented emergency incidents or rule non-compliance
- Developed, prepared, and coordinated grant applications and grant-related activities to obtain funding for health education programs and related work
- Developed educational materials and programs for community agencies, local government and state government
- Developed and presented health education and promotion programs, such as training workshops, conferences, and school, and community presentations
Thrift Store Manager
ProjectREST
04.2019 - 02.2022
- Developed and executed marketing plans to promote store products and services
- Oversaw day-to-day store operations to foster efficient and profitable operations
- Solved problems and resolved conflicts for team members and customers
- Evaluated customer feedback and complaints to locate weaknesses and improve service
- Monitored customer service levels and implemented necessary changes to improve customer satisfaction
Call Center Representative
Realpage
03.2017 - 05.2020
- Reviewed and sorted mail or e-mails to distribute or initiate responses to inquiries
- Answered telephones to route caller to appropriate individual or address general questions
- Handled scheduling, travel arrangements, and event planning for senior management
- Developed flyers and presentations for product and service promotion
- Provided various assistance as needed to Director
Cashier Specialist
Mcdonalds
01.2016 - 05.2016
- Met performance goals and call center metrics in fast-paced performance setting
- Explained product features and benefits to customers to encourage sales
- Managed and resolved issues with customers during calls by following determined script
- Built trust with customers through personalized conversations
- Listened to feedback from call manager and implemented changes in future calls
- Read from scripts to promote uniformity and consistency in communications
06.2014 - 01.2016
- Provided efficient and courteous service to customers
- Greeted and informed customers of products, fostering positive store experiences
- Built and maintained positive working relationships with co-workers
- Resolved and de-escalated issues to address customer concerns
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided excellent customer service by greeting customers and offering assistance
- Processed customer orders and ensured the accuracy of their purchases
- Developed strong customer service skills by providing efficient and accurate service
Education
Diploma -
Spartanburg Community College
Spartanburg, SCDiploma -
Dorman High School
Spartanburg, SCSkills
- Data Entry
- Team Player
- Detailed Oriented
- Time Management
- Microsoft Word
- Marketing skills
- Administrative support
- Problem solving
- Scheduling
- Managing Store
- Customer Communication
- Customer Service Optimization
- Complaint handling
- Problem resolution
- Inbound customer service
- Data entry
- Call center experience
- Customer service
- Billing coordination
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Phone etiquette
- Task prioritization
- Call handling
- Claims monitoring
Timeline
Customer Care Representative
Dominion National
10.2023 - 09.2024
Community Health Advocate
ProjectREST
06.2022 - 02.2023
Thrift Store Manager
ProjectREST
04.2019 - 02.2022
Call Center Representative
Realpage
03.2017 - 05.2020
Cashier Specialist
Mcdonalds
01.2016 - 05.2016
06.2014 - 01.2016
Diploma -
Dorman High School
Diploma -
Spartanburg Community College
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