NEDRA PHILLIPS
East Point ,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Customer Care Ambassador
Activus Connect
01.2021 - Current
- Utilize computer technology to handle high call volumes, advise on company information, policies and procedures, follow communication procedures and guidelines, provide accurate, valid and complete information using required methods, identify and assess client's needs to achieve customer satisfaction
Customer Service Representative
Asurion
03.2013 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Investigated and resolved customer inquiries and complaints quickly.
Back Office Specialist
TeleTech
01.2010 - 12.2012
- Developed correspondence letters, memos and emails.
- Delivered clerical support by handling range of routine and special requirements.
- Verified accuracy of business records by consistently updating customer information.
Reservation Specialist
Active Network
03.2012 - 09.2012
- Assisted customers with making reservations and entered reservation details into computer system.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
Customer Care Representative
West at Home
05.2008 - 12.2010
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Senior Account Representative
AT&T
02.1997 - 03.2005
- Met or exceeded sales quotas on consistent basis.
- Drove sales by developing exceptional customer rapport to foster satisfaction.
- Identified issues with proactive approach and resolved or escalated problems.
- Utilized sales scripts and advanced closing skills to handle pre-screened inbound and outbound calls with potential customers.
Education
Associate of Science - Medical Billing and Coding
Colorado Technical University Online
Biology Major
Spelman College
High School Diploma -
Frederick Douglass High School
Skills
- De-escalation Techniques
- Customer Data Confidentiality
- Upselling Products and Services
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Verbal and Written Communication
- CRM Software
- Microsoft Office Suite
- First-Tier Technical Support
- Strong Analytical and Problem Solving Skills
- Billing Adjustments and Refunds
Timeline
Customer Care Ambassador
Activus Connect
01.2021 - Current
Customer Service Representative
Asurion
03.2013 - 12.2019
Reservation Specialist
Active Network
03.2012 - 09.2012
Back Office Specialist
TeleTech
01.2010 - 12.2012
Customer Care Representative
West at Home
05.2008 - 12.2010
Senior Account Representative
AT&T
02.1997 - 03.2005
Associate of Science - Medical Billing and Coding
Colorado Technical University Online
Biology Major
Spelman College
High School Diploma -
Frederick Douglass High School
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