Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Kendra Phillips

Kendra Phillips

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

9
9
years of professional experience
4
4
years of post-secondary education

Work History

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

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Timeline

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

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Kendra Phillips