Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Phillips

Phoenix,AZ

Summary

Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.

Overview

4
4
years of professional experience

Work History

Shift Leader

Miniso
Glendale, AZ
02.2024 - Current
  • Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints.

Customer Service Representative/Front Receptionist

Deer Creek Animal Hospital
Phoenix, AZ
07.2023 - 02.2024
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Answered customer inquiries via phone, email, and chat.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained a high level of professionalism when dealing with difficult customers.

Charles Schwab Call Center Agent

TTEC
Phoenix, AZ
08.2022 - 07.2023
  • Managed customer accounts, including updating account information as needed.
  • Adjusted communication style based on individual customer needs.
  • Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Provided accurate information on products and services to customers.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Maintained strong call control and quickly worked through scripts to address problems.

Assistant Manager/Credit Manager

Rent-A-Center
Phoenix, AZ
04.2022 - 08.2022
  • Identified areas of improvement and recommended solutions for enhancing overall store operations.
  • Ensured compliance with safety regulations and company policies.
  • Created reports on sales trends, inventory levels, and financial data.
  • Communicated regularly with customers to gain insights into their needs.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Administrative Assistant

Furniture City Modesto
Modesto, CA
11.2020 - 04.2022
  • Processed invoices for payment using accounting software applications.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Developed and maintained filing systems for confidential documents and records.
  • Created travel arrangements and distributed travel details to appropriate personnel.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines.
  • Facilitated communication between different departments within the organization.
  • Maintained accurate records of all order statuses in company database.
  • Reviewed customer orders for accuracy and completeness, ensuring all required information was included.
  • Provided customers with updates on their order status as needed.
  • Resolved discrepancies between customer orders and vendor invoices.

Education

High School Diploma -

Tracy High School
Tracy, CA
05.2016

Skills

  • Call Center Operations
  • Till Counting
  • Quality Assurance
  • Data Gathering
  • Account Updating
  • Problem-Solving Skills
  • Account Maintenance
  • Data Entry
  • Inbound Customer Calls
  • Payment Processing
  • Report Preparation
  • Customer Communication
  • Microsoft Office
  • Issue Resolution
  • CRM Software
  • Cash Register Operations
  • Analytical Abilities
  • Clerical Support
  • Answering Questions
  • Call Control Skills
  • Maintaining Clean Work Areas
  • Office Supplies and Inventory
  • Livechat Messaging
  • Complex Product Knowledge
  • Purchase Needs Determination
  • Reading Comprehension
  • Administrative and Office Support
  • Customer Data Confidentiality
  • Trained in Salesforce
  • Vendor Relationships
  • Understanding Customer Needs
  • Online Systems
  • Document and Records Management

Timeline

Shift Leader

Miniso
02.2024 - Current

Customer Service Representative/Front Receptionist

Deer Creek Animal Hospital
07.2023 - 02.2024

Charles Schwab Call Center Agent

TTEC
08.2022 - 07.2023

Assistant Manager/Credit Manager

Rent-A-Center
04.2022 - 08.2022

Administrative Assistant

Furniture City Modesto
11.2020 - 04.2022

High School Diploma -

Tracy High School

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Kathleen Phillips