Laura Phillips
Clermont,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Assistant Manager
Planet Fitness
Clermont, FL
09.2020 - Current
- Managed high call volume from both inbound and outbound calls.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Interviewed/hired new employees. Onboarded new employees with training and new hire documents.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Contributed to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
- Maximized performance by monitoring daily activities and mentoring team members.
Front Counter Cashier
Clean Eatz Cafe
Clermont, FL
07.2019 - 09.2021
- Managed high call volume from both inbound and outbound calls.
- Managed high volumes of transactions during busy periods, maintaining accuracy and efficiency under pressure.
- Maintained up-to-date knowledge of store promotions and policies, enabling prompt assistance with customer inquiries about discounts or deals available on items sold at the establishment.
- Handled cash, card, check, gift card and coupon transactions for customer purchases.
- Maintained strong customer relationships through friendly interactions and attentive service.
- Packed and bagged products according to customer preferences.
- Organized items on shelves to help customers locate products easily and quickly.
- Kept register terminal area and store clean and orderly.
- Addressed and resolved customer complaints with friendly and level-headed assistance.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Processed refunds and exchanges in accordance with company police.
Call Center Customer Service Representative
The Home Depot
, West Virginia
02.2017 - 08.2019
- Managed high volume from both inbound and outbound calls.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Accomplished multiple tasks within established timeframes.
- Maintained effective team member communication.
- Excellent communication skills, both verbal and written.
Shift Leader
McDonald's
, West Virginia
12.2015 - 04.2018
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Trained new team members in cash register operation, stock procedures and customer services.
- Led employees to maintain productivity and customer service levels.
- Multi-tasked taking orders and cashing customers out.
- Managed daily cleaning through out every shift.
- Maintained an organized, clean work environment.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
Education
12th Grade -
American Academy of Pinecrest
06.2013
Skills
- Professional and Courteous
- Customer Service
- Multitasking Abilities
- Fast Typing
- Computer Skills
- Problem-Solving
- Product and service knowledge
- Recruiting and interviewing
Timeline
Assistant Manager
Planet Fitness
09.2020 - Current
Front Counter Cashier
Clean Eatz Cafe
07.2019 - 09.2021
Call Center Customer Service Representative
The Home Depot
02.2017 - 08.2019
Shift Leader
McDonald's
12.2015 - 04.2018
12th Grade -
American Academy of Pinecrest