Nicolette Phillips
Customer Service Representative
Concord,NC
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
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Logistics Service Representative
OnProcess Technology Inc.
Ashland, MA
10.2021 - Current
- Inbound and outbound calls for AT&T, Directv, and ADT
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Communicated professionally with colleagues, freelancers and clients.
Customer Service Representative/Call Center
Chime solutions
Charlotte, NC
08.2020 - 08.2021
- Responded to customer comments and questions via LiveChat during shifts.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
Production Worker
Three Sixty Graphix
Concord, NC
08.2018 - 03.2020
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Maintained machinery to prevent overloads and avoid malfunctions.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Supported current production needs by moving items between equipment, conveyors and staging areas.
- Unloaded incoming products and moved boxes to staging areas, sorted items and transported to final storage locations.
- Inspected final products to assess compliance with quality standards and established tolerances.
Housekeeper
Sleep Inn
Concord, NC
04.2018 - 08.2018
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Documented and reported necessary facility and building repairs observed.
- Restocked linen and cycled towels and sheets in full-service hotel-based spa.
- Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Disposed of trash and recyclables each day to avoid waste buildup.
GSR/front desk/ night auditor
Motel 6
Kannapolis, NC
09.2017 - 04.2018
- Explained details regarding property to acclimate patrons to resort environment.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Checked requests and room service for accuracy and guests needing assistance.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Performed nightly updates to room charges and rates.
Server
Yama Sushi Bar and Grill
Concord, NC
10.2016 - 04.2017
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
Office Manager
Popes Autobody
Concord, NC
04.2005 - 09.2015
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained CRM database with customer updates and report generation.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Compared vendor prices and negotiated for optimal savings.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained computer and physical filing systems.
Office Manager
Golds Gym
Charlotte, NC
08.2001 - 05.2005
- Interpreted management directives to define and document administrative staff processes.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Education
No Degree - General Studies
Northwest Cabarrus High School
Concord, NC 08.1996 - 06.1999
High School Diploma -
The American Academy
Salt Lake City, UT 06.2021 - 07.2021
Associate of Applied Science - Paralegal
Keiser University
Fort Lauderdale, FL 08.2021 - Current
Skills
Money handling abilities
Account management
Professional telephone demeanor
Report preparation
Recordkeeping strengths
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Timeline
Logistics Service Representative
OnProcess Technology Inc.
10.2021 - Current
Associate of Applied Science - Paralegal
Keiser University
08.2021 - Current
High School Diploma -
The American Academy
06.2021 - 07.2021
Customer Service Representative/Call Center
Chime solutions
08.2020 - 08.2021
Production Worker
Three Sixty Graphix
08.2018 - 03.2020
Housekeeper
Sleep Inn
04.2018 - 08.2018
GSR/front desk/ night auditor
Motel 6
09.2017 - 04.2018
Server
Yama Sushi Bar and Grill
10.2016 - 04.2017
Office Manager
Popes Autobody
04.2005 - 09.2015
Office Manager
Golds Gym
08.2001 - 05.2005
No Degree - General Studies
Northwest Cabarrus High School
08.1996 - 06.1999