Laura Phillips
Clermont,FL
Summary
Dependable and customer-focused professional with strong communication skills and a passion for delivering great service. Skilled in resolving issues, supporting team goals, and creating positive experiences in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Assistant Manager
Planet Fitness
09.2020 - 03.2024
- 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
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
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
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
Cosmetology - (Currently Enrolled) (Full Specialist Program)
Orange Technical College
2010 Ocoee Apopka Rd, Ocoee FL, 3476112th Grade -
American Academy of Pinecrest
Pinecrest, FL06.2013
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 - 03.2024
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
Cosmetology - (Currently Enrolled) (Full Specialist Program)
Orange Technical College
12th Grade -
American Academy of Pinecrest