Summary
Overview
Work History
Education
Skills
Timeline
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Nedra Philip

Tobyhanna,PA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the student loan industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Customer Advocate Specialist

Maximus Federal Services
10.2021 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Resolved complex customer issues with a high level of professionalism and empathy.
  • Participated in regular team meetings, sharing insights and best practices for ongoing development of the Customer Advocate Specialist role.
  • Monitored social media platforms to address customer inquiries, fostering positive online interactions with the brand.
  • Trained new team members on company policies and procedures, ensuring consistent customer experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Advocate

Navient Solutions
01.2016 - 10.2021
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Conducted thorough research to provide accurate information and resolve complex issues for customers.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Contacted outside providers on behalf of customers to help solve problems.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Navient Solutions
09.2009 - 01.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

No Degree - Biology

Temple University
Philadelphia, PA

High School Diploma -

Pocono Mountain East High School
Swiftwater, PA
06.2000

Skills

  • Call center experience
  • Complaint Handling
  • CRM software proficiency
  • Administrative and Office Support
  • Active Learning
  • Teamwork and Collaboration
  • Issue and Complaint Resolution
  • Document and Records Management
  • Complaint Investigation
  • Quality Assurance Controls
  • Call Documentation
  • Complaint resolution

Timeline

Customer Advocate Specialist

Maximus Federal Services
10.2021 - Current

Customer Advocate

Navient Solutions
01.2016 - 10.2021

Customer Service Representative

Navient Solutions
09.2009 - 01.2016

No Degree - Biology

Temple University

High School Diploma -

Pocono Mountain East High School

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Nedra Philip