PhaTisha Calico
Memphis,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Agent
Anthem Blue Cross Blue Shield
Memphis, TN
03.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Improved overall efficiency 50% by anticipating needs and providing outstanding support
Quality Control Inspector
Sonoco
Memphis, TN
05.2018 - 10.2021
- Created and deployed best practices to improve efficiency and reduce defects.
- Streamlined QA processes by working closely with development teams and staying abreast of changing product demands.
- Monitored performance and generated reports detailing quality of product and defect rates.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Completed precise measurements using special tools.
- Monitored production processes to gain understanding of problematic steps and rectify issues.
- Performed visual inspections and non-destructive tests where appropriate.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Communicated with production team members about quality issues.
- Checked color, shape, texture and grade of products and materials against established templates, charts and samples.
- Examined products for defects or issues, reported problems quickly and maintained high levels of accuracy.
- Performed daily inspection rounds throughout facilities to check on all equipment and machinery.
- Used hand tools, instruments, gauges and equipment to complete accurate measurements and noted results for official records.
Sleep Technologist
Alpha Sleep
Jackson, TN
03.2017 - 01.2019
- Collected, evaluated and set up both sterile and non-sterile surgical supplies, instruments and equipment.
- Setup oxygen, CPAP and BiPAP machines for patients requiring breathing treatments.
- Adhered to strict infection control measures and verified proper cleaning and sanitation of respiratory equipment prior to each use.
- Conducted patient assessments and reviewed physician instructions to develop and implement tailored respiratory therapy care plans based on individual requirements.
- Questioned patients about medical backgrounds to obtain accurate health history data and optimize treatment plans.
- Optimized machinery and obtained consistent, accurate results through proper equipment calibration.
- Provided care for patients based on physical, psychological, educational and safety criteria.
- Educated patients about procedures, answered questions and provided comforting words to control anxiety and enhance procedure results.
- Educated patients and caregivers on proper ways to use breathing apparatuses at home.
Education
Bachelor of Arts - African American Studies
University of Memphis
Memphis12.2022
Certificate - Polysomnography
Concorde Career College
Memphis, TN02.2017
Skills
- Upselling Products and Services
- Responding to Difficult Customers
- Fast learner
- Highly Dependable
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- CRM Software
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Creative Problem Solving
- Verbal and Written Communication
- Issue and Complaint Resolution
- Excellent Attention to Detail
- Call Volume and Quality Metrics
- Proactive Self-Starter
- Computer Proficiency
Timeline
Customer Service Representative Agent
Anthem Blue Cross Blue Shield
03.2019 - Current
Quality Control Inspector
Sonoco
05.2018 - 10.2021
Sleep Technologist
Alpha Sleep
03.2017 - 01.2019
Bachelor of Arts - African American Studies
University of Memphis
Certificate - Polysomnography
Concorde Career College