Kiarra Phillips
Sumter,SC
Summary
Passionate and results-driven Professional with a demonstrated history of exceeding customer expectations. Equipped with strong
communication skills and a knack for problem-solving, I thrive in high-pressure environments. With a commitment to delivering
exceptional service and building lasting relationships, I am adept at resolving inquiries efficiently and effectively. Dedicated to
continuous improvement, I am eager to leverage my skills and contribute to the success of the organization while ensuring the highest level of customer satisfaction.
Overview
8
8
years of professional experience
Work History
Data Entry Coordinator
Farmers Insurance Group
Remote
08.2023 - 09.2023
- Entered data meticulously and with a high level of accuracy from physical applications into our policy system (DRC Cloud), including essential information such as names, addresses, vehicle details, and driver information
- Handled physical applications that included attached checks, ensuring that the checks were processed and deposited correctly while diligently entering the associated data into the system
- Utilized Ricoh copy machines proficiently to scan physical applications and convert various forms into PDF format, enhancing distribution efficiency and facilitating systematic storage
- Skillfully scanned already processed coverage forms using Ricoh copy machines and diligently attached them to the corresponding policy in our policy system, ensuring seamless document management and easy retrieval
- Conducted meticulous validation checks by meticulously comparing incoming applications with a policy system report for incoming payments, ensuring accurate matching and recording of all applications and payments.
Fraud Analytics Specialist, Customer Service
Alorica
Remote
05.2019 - 06.2023
- Utilized advanced analytics techniques and tools to analyze customer data, transaction patterns, and behavioral indicators to detect and mitigate instances of fraud
- Collaborated with cross-functional teams, including fraud investigators, risk management, and customer service representatives, to develop strategies and implement proactive measures to prevent fraud and protect customer accounts and assets
- Conducted thorough investigations into suspicious activities, gathering and analyzing evidence, and working closely with law enforcement and legal authorities when necessary
- Developed and maintained fraud detection models and systems, continuously enhancing their effectiveness through data analysis, model optimization, and the integration of new data sources and technologies.
Direct Support Professional
Sumter County Disabilities
Sumter, SC
09.2015 - 05.2023
- Provided direct care and support to individuals with diverse needs, promoting their physical and emotional well-being
- Assisted clients with daily activities, including personal hygiene, meal preparation, medication management, and mobility support, ensuring their comfort and safety
- Developed and implemented individualized care plans in collaboration with healthcare professionals, tailoring interventions to meet the unique needs and goals of each client
- Fostered a positive and supportive environment, promoting independence, inclusion, and community integration for individuals with disabilities.
Technical Solutions Specialist
Apple
Remote
10.2023 - 02.2023
- Provide expert technical support to customers through email, live chat, and phone channels, effectively troubleshooting and resolving a wide range of product-related inquiries and issues
- Demonstrate exceptional communication skills to deliver clear and concise instructions, explanations, and solutions to customers, ensuring a positive customer experience and high satisfaction levels
- Utilize in-depth knowledge of Apple products, software, and services to assist customers in resolving complex technical problems, including hardware and software configurations, network connectivity, and software compatibility
- Employ active listening skills to understand customers' needs and concerns, empathizing with their frustrations and providing personalized solutions tailored to their specific situations
- Consistently meet or exceed performance metrics, including response and resolution times, customer satisfaction ratings, and quality assurance standards, while documenting and maintaining accurate records of customer interactions.
Call Center Customer Service Representative
Sykes Enterprises
Hybrid Remote
04.2016 - 11.2019
- Handled inbound customer calls in a high-volume call center environment, providing exceptional service and resolving customer inquiries and issues
- Demonstrated strong product knowledge and expertise, effectively explaining product features, benefits, and troubleshooting steps to customers
- Assisted customers with order placement, tracking shipments, processing returns, and resolving billing inquiries, ensuring a seamless and positive customer experience.
Education
Associate Degree In Nursing - Pre-Nursing
Central Carolina Technical College
High School Diploma -
Sumter County
06.2017
Skills
- Customer Service
- Technical Support
- Problem-Solving
- Communication Skills
- Attention to Detail
- Data Entry
- Typing Speed and Accuracy
- Keystroke Efficiency
- Data Validation and Verification
- Data Formatting and Cleanup
- Basic Database Management
- Scanning and Imaging
- Accuracy
- Troubleshooting
- Active Listening
- Documentation and Record-Keeping
- Time Management
- Multitasking
- Fraud Detection
- Analytics
- Collaborative Teamwork
- Risk Management
- Fraud Prevention
- Caregiving
- Personal Hygiene Support
- Meal Preparation
- Medication Management
- Call Center Support
- Order Placement
- Product Knowledge
- Billing Inquiries
- Inbound Customer Calls
- Direct Support
- Community Integration
- Independence Promotion
- Positive and Supportive Environment
Timeline
Technical Solutions Specialist
Apple
10.2023 - 02.2023
Data Entry Coordinator
Farmers Insurance Group
08.2023 - 09.2023
Fraud Analytics Specialist, Customer Service
Alorica
05.2019 - 06.2023
Call Center Customer Service Representative
Sykes Enterprises
04.2016 - 11.2019
Direct Support Professional
Sumter County Disabilities
09.2015 - 05.2023
High School Diploma -
Sumter County
Associate Degree In Nursing - Pre-Nursing
Central Carolina Technical College