Summary
Overview
Work History
Education
Skills
Timeline
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Lottie Phillips

Stockton,CA

Summary

Experienced with administrative support, project coordination, and process improvement. Utilizes effective task management to streamline operations and enhance productivity. Knowledge of collaborative teamwork and adaptable practices to meet dynamic organizational needs.

Overview

33
33
years of professional experience

Work History

Staff Associate

AT&T
03.2004 - 08.2025
  • Assisted in daily operational tasks, ensuring efficient workflow and adherence to safety protocols.
  • Supported team members with training on tools and systems, fostering a collaborative work environment.
  • Learned and applied company policies and procedures to improve task execution accuracy.
  • Maintained organized records of materials and supplies, streamlining inventory management processes.
  • Contributed to team meetings by sharing feedback on process improvements and operational challenges.
  • Engaged in continuous learning to enhance skills related to job responsibilities and safety practices.
  • Collaborated with colleagues to resolve issues promptly, improving overall team efficiency.
  • Adapted quickly to changing priorities while maintaining focus on quality of work delivered.
  • Implemented new strategies for staff training, leading to improved employee performance and retention rates.
  • Mentored junior colleagues on best practices related to client relationship management strategies that resulted in heightened client satisfaction scores across managed accounts.
  • Delivered high-quality work consistently, contributing significantly to the success of the team''s projects.
  • Established a positive working environment by fostering open communication channels within the team and promoting collaborative problem-solving efforts.
  • Streamlined workflow processes through effective time management techniques, maximizing productivity levels.
  • Coordinated events and meetings, ensuring seamless execution and positive outcomes for all participants.
  • Maintained excellent attention to detail when reviewing documents or data entries, minimizing errors and enhancing overall accuracy.
  • Collaborated with team members to streamline processes, resulting in increased efficiency and productivity.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Assisted manager in all aspects of business operations.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Monitored project progress regularly, identifying potential issues early on and taking corrective action as needed.
  • Exhibited strong adaptability skills when navigating shifting project priorities, ensuring timely completion of key milestones without sacrificing overall quality.

Customer Service Representative Lead

AT&T
06.1997 - 03.2004
  • Led customer service team, ensuring high-quality support and adherence to company policies.
  • Developed training materials for new representatives, enhancing onboarding efficiency and knowledge retention.
  • Implemented process improvements that increased customer satisfaction ratings and reduced resolution times.
  • Mentored junior representatives, fostering skill development and promoting a collaborative team environment.
  • Coordinated cross-functional initiatives aimed at improving communication between departments and streamlining operations.
  • Managed escalated customer issues, utilizing negotiation skills to achieve satisfactory resolutions effectively.
  • Oversaw daily operations of customer service center, optimizing workflows to maximize productivity and service quality.
  • Consistently met or exceeded performance metrics, leading to increased team success and recognition.
  • Mentored junior staff, providing guidance on best practices in customer service.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
  • Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
  • Conducted regular performance evaluations for continuous improvement of team members'' skills and abilities.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.

Operator

AT&T
09.1992 - 06.1997
  • Managed high volume of inbound and outbound calls, ensuring prompt and accurate communication.
  • Facilitated customer inquiries by providing detailed information on services and resolving issues efficiently.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
  • Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
  • Maintained accurate directory of all personnel and phone extensions.
  • Worked closely with supervisors to identify areas of improvement in the call center processes that led to enhanced productivity levels among operators.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Performed data entry operations to update database with customer responses.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.

Education

High School Diploma -

Oakland Technical High School
Oakland, CA

Skills

  • Budgeting expertise
  • Fast learner
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking and organization
  • Team collaboration
  • Verbal and written communication
  • Decision-making
  • Office administration
  • Data entry
  • Document preparation
  • Inventory management
  • Administrative duties
  • Administrative support
  • Microsoft Office Suite
  • Office equipment operation
  • Meeting scheduling
  • Event planning
  • Travel arrangements

Timeline

Staff Associate

AT&T
03.2004 - 08.2025

Customer Service Representative Lead

AT&T
06.1997 - 03.2004

Operator

AT&T
09.1992 - 06.1997

High School Diploma -

Oakland Technical High School

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Lottie Phillips