LaSonya Phillips
Newnan,GA
Summary
Calm Customer Service role with over 15+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manages workflow and optimizes team strengths to meet service quotas. Service-oriented Customer Support Representative with 3+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
17
17
years of professional experience
Work History
Customer Service Support Agent
Hancock Claims Consultants
03.2024 - Current
- Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Participated in ongoing professional development opportunities, staying current on industry trends and best practices related to customer support/service roles.
- Collaborated with team members to develop effective strategies for handling challenging customer interactions.
- Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
- Verified client information by analyzing existing evidence on file.
- Followed up with customers on unresolved issues.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Coordinated with contracting department to resolve payer issues.
- Adhered to strict confidentiality guidelines when handling sensitive client information, maintaining trust among clients and colleagues alike.
- Developed strong working relationships with clients, adjusters, and other stakeholders in the claims process by maintaining open lines of communication and providing consistent updates on claim status.
- Managed approximately 50 incoming calls, emails and faxes per day from customers.
Customer Service Representative II
Southern Company Gas
03.2022 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed approximately 60+ incoming and outgoing calls, emails and faxes per day from customers.
Administrative Coordinator
Masscom Install Tech
09.2019 - 03.2022
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Liaised between employees and upper-level management and resolved issues.
- Managed patient appointments, check-in procedures and invoices.
- Made travel arrangements and reservations for senior managers.
- Liaised with IT and human resources teams to establish best practices for new employee onboarding.
- Handled purchasing and maintenance of general office supplies.
- Answered telephone inquiries and processed incoming and outgoing mail.
- Assist with Payroll Department for our employees.
- Create and send out Estimates and Invoices through Quickbooks.
- Create specific job packages on a daily basis in Excel form for the Supervisors out in the field and uploaded to Dropbox.
- Arranged travel arrangements and managed company's schedule.
- Assisted in coordination, direction, and fulfillment of special projects.
Sr. Staffing Recruiter
Pirate Staffing
09.2017 - 08.2019
- Communicated duties, compensation, benefits and working conditions to potential candidates, enabling solid understanding of job expectations.
- Brought in well-qualified, multifaced job candidates to fill open positions.
- Planned and executed recruitment events to bring in area candidates.
- Led recruitment team and trained, mentored and developed new advisors.
- Maintained current calendar of job fairs and employment opportunities in each state.
- Organized applicant drug tests and obtained results.
- Trained and mentored newer recruiters in successful strategies for interviewing and qualifying candidates.
- Followed-up with clients to see how the temps are doing.
- Send out quotes and contracts to the clients where there hourly rates change.
Car Rental Agent
Budget Car Rental of Atlanta
02.2015 - 08.2017
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Signed for delivered items, unpacked boxes, posted received products into inventory and restocked items properly.
- Drafted contracts, explained terms to customers and acquired signatures.
- Responded effectively to customer questions and inquiries and provided information regarding products.
- Delivered exceptional service by greeting customers, taking orders and filling each accurately.
- Resolved customer complaints and fostered customer retention and loyalty.
- Perform vehicle exchanges and extensions.
- Monitor traffic control.
- Inspected vehicles in the return lanes for old and new damages.
- Reported new damages to on duty management team.
- Supported a team environment by assisting other agents in other departments when needed.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
Hostess
Olive Garden Restaurant
01.2013 - 12.2014
- Opening and closing the Welcome to Excellence System.
- Inputting data into the system.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Monitored dining area to assess server capacity and estimate wait times.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Directed customers to bar area in high-traffic times to maintain satisfaction and increase drink sales.
- Performed walked throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
Customer Service Cashier
Publix Grocery Store
06.2007 - 01.2013
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Processed customer payments quickly and returned exact change and receipts.
- Managed cashier shifts and breaks.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
Education
High School Diploma -
Jonesboro High School
Jonesboro, GA06.2007
Skills
- Problem resolution
- Accounts payable and receivable
- Data entry
- Office inventory management
- Call center experience
- Upselling abilities
- Complaint Handling
- Empathy Display
- Software Navigation
- Customer service excellence
- Time Management
- Attention to Detail
- Microsoft Windows and Office
- Multitasking Abilities
- Team Collaboration
- Remote Support
Timeline
Customer Service Support Agent
Hancock Claims Consultants
03.2024 - Current
Customer Service Representative II
Southern Company Gas
03.2022 - 02.2024
Administrative Coordinator
Masscom Install Tech
09.2019 - 03.2022
Sr. Staffing Recruiter
Pirate Staffing
09.2017 - 08.2019
Car Rental Agent
Budget Car Rental of Atlanta
02.2015 - 08.2017
Hostess
Olive Garden Restaurant
01.2013 - 12.2014
Customer Service Cashier
Publix Grocery Store
06.2007 - 01.2013
High School Diploma -
Jonesboro High School
Similar Profiles
Fernando PadillaFernando Padilla
Inspection Technician at Hancock Claims ConsultantsInspection Technician at Hancock Claims Consultants
Chase TompkinsChase Tompkins
Field Technician at Hancock Claims ConsultantsField Technician at Hancock Claims Consultants
KELLI MCNEILKELLI MCNEIL
Customer Service Representative at Hancock Claims ConsultantsCustomer Service Representative at Hancock Claims Consultants