Kendra Phillips
Customer Service
Winter Haven,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy, as well as a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
TJ Zinsmeister Insurance
Winter Haven, Florida
04.2024 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
Fedex Freight
Orlando, FL
09.2016 - 02.2020
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
Ramp Agent
FedEx
Orlando, FL
04.2013 - 09.2016
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Coordinated ground crew activities to complete objectives on schedule.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Stocked aircraft cabins with necessary equipment and supplies.
- Checked cargo and baggage for security to meet TSA regulations.
- Guided aircraft into and out of parking positions using hand signals.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Maintained clean, orderly work environment free of hazards.
- Strapped items down over protective padding to secure throughout transportation.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Helped train new employees in safe practices and warehouse procedures.
- Assisted in receiving, stocking and distribution of merchandise.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Operated equipment while observing standard safety procedures.
- Operated moving truck safely to deliver items to destination without nicks or scratches.
Sales Associate
LEGOLAND Florida
Winter Haven, FL
08.2011 - 05.2013
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Managed returns, exchanges and refunds in accordance with store policy.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Informed customers of promotions to increase sales productivity and volume.
- Maintained current knowledge of evolving changes in marketplace.
- Presented professional image consistent with company's brand values.
Education
High School Diploma -
Pasco High School
Dade City, FL 08.2002 - 05.2006
Skills
Complaint resolution
Report preparation
Professional telephone demeanor
Recordkeeping strengths
Warehousing functions
Creative problem solving
Receiving support
Shipping procedures understanding
Service standard compliance
Timeline
Customer Service Representative
TJ Zinsmeister Insurance
04.2024 - 11.2024
Customer Service Representative
Fedex Freight
09.2016 - 02.2020
Ramp Agent
FedEx
04.2013 - 09.2016
Sales Associate
LEGOLAND Florida
08.2011 - 05.2013
High School Diploma -
Pasco High School
08.2002 - 05.2006