Keonna Phillips

• Secured high customer satisfaction by maintaining a consistent 96% SLA throughout tenure.
• Spearheaded tier 1 renewal efforts by upholding strong attendance standards.
• Prepared and delivered instructional materials aimed at skill-building for recruits.
• Demonstrated exceptional communication skills, resulting in improved NPS scores.
• Directed maintenance of reach-out records to ensure timely completion of tasks.
• Resolved customer inquiries in a timely manner, exceeding service-level agreements.
• Helped develop strategies for improving overall efficiency of client support operations.

REMOTE

• Cultivated positive ties with clients, generating a high volume of referrals.
• Delivered services aimed at achieving perfect client contentment.
• Researched and targeted potential client needs to increase clientele.
• Contacted customers about potential service upgrades, new services and account changes.
• Identified trends in customer feedback and developed strategies for improvement.
• Prepared and presented regular reports on customer relationship activities and outcomes to senior management.

• Spearheaded analysis projects for the Los Angeles office.
• Reviewed and interpreted profit/loss documentation.
• Resolved numerous issues through effective troubleshooting.
• Optimized scheduling to balance payroll constraints and operational needs.
• Kept technical expertise updated across related fields to enhance problem-solving for customers.
• Resolved customer conflicts amicably and effectively.
• Ensured smooth management of front desk responsibilities.
• Fostered a culture of continuous improvement by sharing best practices and lessons learned with the broader account management team.