Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

LaShonda Phillips

Waxahachie,United States

Summary

Demonstrates strong problem-solving abilities and excellent communication skills. Committed to contributing to team success and achieving positive results. Highly motivated with a strong work ethic and adaptability, capable of mastering new skills quickly. Proven ability to work effectively both independently and collaboratively.

Overview

21
21
years of professional experience

Work History

Remote Order Maintenance Assoc.

JCrew
San Antonio, United States
11.2022 - Current
  • Ensured timely refund and replacement of failed retail orders.
  • Maintained updated knowledge through continuing education and advanced training.
  • Facilitated communication between retail stores and customers to expedite processing of delayed orders.
  • Conducted maintenance and research on account orders, including price adjustments and gift card issues.
  • Delivered coaching feedback to associates to enhance performance when necessary.

Remote Email Chat Rep.

JCrew
San Antonio , TX
10.2021 - 11.2022
  • Managed a high volume of chat inquiries while maintaining a professional and empathetic tone throughout interactions.
  • Assisted customers in navigating websites or online platforms, ensuring they found the information or products they were seeking.
  • Adhered to company policies and procedures when responding to customer inquiries.
  • Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
  • Assisted with exchange orders, online returns, and order adjustments.

Customer Service Representative

JCrew
San Antonio, United States
08.2016 - 10.2020
  • Resolved complex customer issues promptly, enhancing overall satisfaction.
  • Processed orders, exchanges, and returns while providing accurate product information.
  • Addressed lost or stolen package inquiries, coordinating tracking via UPS.
  • Engaged in continuous training to elevate customer experience and broaden product knowledge.
  • Documented customer interactions and transactions for future reference and quality assurance.

Seasonal Order Entry Rep.

QVC Call Center
San Antonio, TX
10.2015 - 01.2016
  • Quickly processed customers' orders via inbound calls, and engaged in shopping experiences.
  • Updated member account information, and created new accounts for first shoppers.
  • Provided updates on upcoming shows for new products, as well as staying updated with new products and pricing.

Senior Contact Representative

Bank of America
Fort Worth, TX
02.2006 - 12.2013
  • Researched and troubleshot internet banking issues, and submitted technical tickets for complex solutions.
  • Communicated with technical vendors via weekly conference calls to help identify various trends for potential issues.
  • Assisted with internet banking products by following up with customers to resolve complex issues.
  • Communicated various pieces of feedback from customers regarding software usage.
  • Maintained updated knowledge of products and services offered by organization.

Client Escalations Rep.

Bank of America
Dallas, TX
04.2004 - 02.2006
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Exceeded quality expectations by de-escalating calls, and provided first-call resolution.
  • Performed outbound follow-up via phone and written correspondence, focusing on customer retention.
  • Assisted with fraud recovery by researching fraudulent transactions, as well as the maintenance of fraudulent accounts.
  • Guided associates on appropriate banking policy and procedures via associate assistance in line.

Education

High School Diploma -

Northeast High School
Lauderdale, MS

Skills

  • Outlook
  • Technical troubleshooting
  • Independent work
  • Payment processing (PayPal and Afterpay)
  • Data entry accuracy
  • Microsoft Office

References

Available upon request

Timeline

Remote Order Maintenance Assoc.

JCrew
11.2022 - Current

Remote Email Chat Rep.

JCrew
10.2021 - 11.2022

Customer Service Representative

JCrew
08.2016 - 10.2020

Seasonal Order Entry Rep.

QVC Call Center
10.2015 - 01.2016

Senior Contact Representative

Bank of America
02.2006 - 12.2013

Client Escalations Rep.

Bank of America
04.2004 - 02.2006

High School Diploma -

Northeast High School

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