Mahogany Phillips
Mount Prospect,IL
Summary
Dynamic professional with a proven track record at Matrix Science, adept in customer service and dispatch software. Excelled in high-stress situations, enhancing dispatch efficiency and customer satisfaction. Skilled in team collaboration and problem-solving, significantly improved data accuracy and operational workflow.
Overview
12
12
years of professional experience
Work History
Dispatcher
Matrix Science
01.2023 - 02.2025
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
Patient Advocate
CVS Caremark
01.2020 - 12.2022
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Monitored patient progress and provided emotional support.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Entered details into computer systems and managed database of information.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Negotiated payment plan arrangements with medical billing departments on behalf of the patients experiencing financial hardship.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
Loan Officer
PLS Loan Store
01.2015 - 12.2019
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Ensured compliance with all federal and state regulations throughout the loan origination.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Collaborated with other departments to promptly process loan applications.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Maintained an extensive knowledge of current market trends and industry changes to provide accurate advice to clients.
Collections Specialist
Ahern Rentals
01.2013 - 12.2014
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Maintained high volume of calls and met demands of busy and productive group.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Bachelor Of Science In Business Management - Business And Managerial Economics
Dominican University
River Forest, IL01.2019
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Dispatch software
- Attention to detail
- Dispatching procedures
- Prioritizing calls
- Problem-solving
- Customer relations
- Dispatch coordination
- Schedule management
- Updating logs
- Route planning
- Schedule coordination
- Customer relationship management
- Routing orders
- Service coordination
- Maintaining call metrics
- Work order management
- Communication equipment operation
- Dispatching field personnel
- Closing tickets
- Database maintenance
- Incident reporting
- Conflict resolution
- Traffic monitoring
- Verifying coverage
- Technical aptitude
- Multitasking and organization
- Team collaboration
Timeline
Dispatcher
Matrix Science
01.2023 - 02.2025
Patient Advocate
CVS Caremark
01.2020 - 12.2022
Loan Officer
PLS Loan Store
01.2015 - 12.2019
Collections Specialist
Ahern Rentals
01.2013 - 12.2014
Bachelor Of Science In Business Management - Business And Managerial Economics
Dominican University
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