Nikisha Phillips
Columbia ,SC
Summary
Customer Service Manager with extensive experience in leading teams within high-pressure, high-volume settings. Expertise in staff supervision, scheduling, and performance management, ensuring outstanding customer service delivery. Recognized for upholding operational standards and effectively resolving customer issues through proactive communication and leadership. Demonstrates a strong service orientation and adaptability in performance-driven environments.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Slice of Columbia
columbia , sc
07.2019 - Current
- Supervised customer-facing staff to ensure consistent service quality.
- Managed employee scheduling, attendance, and shift coverage to fulfill operational requirements.
- Resolved customer concerns promptly and professionally to enhance satisfaction.
- Trained team members on service standards and procedures to improve performance.
- Maintained accurate documentation and operational records for compliance.
- Collaborated with leadership to achieve performance metrics and customer satisfaction goals.
Customer Service Representative
Blue Cross and Blue Shield
COLUMBIA , SC
02.2024 - 11.2024
- Provided inbound and outbound support for healthcare benefits and insurance in a structured contact center.
Verified insurance eligibility and coverage for medical procedures and surgical services.
Coordinated prior authorizations by liaising with physicians, nurses, and medical facilities.
Clearly explained benefit details, coverage limits, and authorization requirements to members and providers.
Maintained accurate documentation and data entry across multiple internal systems while ensuring HIPAA compliance.
Collaborated with clinical teams and provider offices to efficiently resolve coverage issues.
Demonstrated strong communication skills while managing sensitive healthcare information. - Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
High School Diploma -
Miami Central High School
Miami, FLSkills
- Customer service management
- Employee training
- HIPAA compliance
- Performance metrics
- Conflict resolution
- Relationship management
Timeline
Customer Service Representative
Blue Cross and Blue Shield
02.2024 - 11.2024
Customer Service Manager
Slice of Columbia
07.2019 - Current
High School Diploma -
Miami Central High School