KENYANA PHILLIPS
Benbrook,Texas
Summary
Professional service professional with focus on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
11.2022 - 02.2025
- Assisted members in navigating account inquiries and resolving issues effectively.
- Provided comprehensive information on products and services to enhance member experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Verizon
02.2021 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customers needs and resolving concerns
- Provided primary customer support to external customers
- Used company troubleshooting resolution tree to elevate technical problems and find appropriate solutions. Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times Recommended products to customers, thorough explained details.
Customer Service Associate
Walmart
12.2017 - 10.2019
- Worked to maintain outstanding attendance record, constantly arriving to work ready to start immediately Actively listened to customers' requests, confirming full understanding before addressing concerns. Increased customer satisfaction by resolving [product or service] issues
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Reviewing customer accounts and transactions while resolving issues.
Cashier
Walmart
02.2017 - 10.2019
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join rewards programs
- Restock and organized merchandise in front lanes
- Monitored self checkout systems and provided assistance or intervention where required. Mentored new team members in POS system operation, customer service strategies and sales goals Greeted over 100 customers a day
- Check identification for proof of age for alcohol and tobacco sales
- Collected and authorized payments of guests
- Reconciled cash drawer at start and end of shift, accounting for errors and resolving discrepancies Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels Worked flexible schedule and extra shifts to meet business needs
Line Cook
Pollo Tropical
05.2016 - 03.2017
- Purchased adequate quantity of food, beverages, equipment and supplies
- Developed, implemented and managed business plans to promote profitable food and beverage sales. Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately Met, greeted and encourage feedback from customers and used feedback to implement positive change within restaurant
- Reconciled cash and credit card transactions to maintain accurate records
- Prepared for and executed new menu implementations
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Maintained safe working and guest environment to reduce risk of injury and accidents
Education
High School Diploma -
Southwest High School
Fort Worth, Texas06.2015
Skills
- Creative problem solving
- Multi-Line phone talent
- Strategic Sales Knowledge
- POS system expert
- Good listening skills
- Technical support
- Staff education and training
- Money handling abilities
- Retail store support
- Reading comprehension
- Multitasking abilities
- Computer skills
- Responsible
- Customer service
- MS office
- Basic math
- Teamwork
- Written communication
- Critical thinking
- Complaint resolution
Languages
English
Native or Bilingual
Timeline
Member Service Representative
Navy Federal Credit Union
11.2022 - 02.2025
Customer Service Representative
Verizon
02.2021 - 01.2022
Customer Service Associate
Walmart
12.2017 - 10.2019
Cashier
Walmart
02.2017 - 10.2019
Line Cook
Pollo Tropical
05.2016 - 03.2017
High School Diploma -
Southwest High School
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