Philessia Edwards
Austin,TX
Summary
Dynamic and results-oriented professional with over a decade of extensive experience in customer service, team leadership, training, and mentorship. Proven track record of driving exceptional customer experiences and leading high-performing teams to achieve operational excellence. Possess a strong aptitude for identifying and implementing innovative strategies to enhance customer satisfaction, streamline processes, and maximize efficiency.
Seeking to leverage my diverse skill set and passion for delivering exceptional service in a new career opportunity where I can apply my expertise in a different industry or role. Committed to embracing challenges, adapting to new environments, and making a positive impact in a dynamic and evolving professional setting.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Night Auditor
Marriott Residence Inn
02.2024 - Current
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamline the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Maintain accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Assists management in forecasting room occupancy rates, optimizing room allocation, and maximizing revenue.
- Provide exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walk-throughs.
- Collaborate with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Prepare detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Customer Care Supervisor
Goodwin & Company
11.2020 - 09.2023
- Provides day-to-day leadership to ensure high performance, customer service-oriented work environment that supports achieving the department's mission, objectives, and values.
- Prioritize, assign evaluate, and supervise work of all Customer Care Specialists. Provides coaching and guidance for performance improvement and development; directs and oversees training of new specialists.
- Plans and implements customer service activities: Modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timeliness.
- Write and conduct formal performance appraisals: Participate in various personnel actions, including hiring, counseling, training, promotion, discipline, and termination.
- Interacts effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality.
- Maintains daily schedule to ensure complete coverage for our customer base.
- Assumes complex and specialized customer relation situations involving upset and dissatisfied customers requiring sensitivity and sound judgment; takes actions to resolve complaints where appropriate, responds to correspondence and telephone calls, provides information, and handles issues.
- Managed department call volume of approximately 350-400 calls per day and coordinated department schedules to maximize coverage during peak hours
- Responsible for 30 plus direct reports which were in office and virtual employees.
Customer Care Team Lead
Goodwin & Company
02.2020 - 11.2020
- Evaluated interactions between associates and customers to assess personnel performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Established performance and service goals and held associates accountable for individual performance.
- Managed department call volume of approximately 350-400 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Goodwin & Company
01.2020 - 02.2020
- Handled customer inquiries through inbounds call, chats and emails suggestions courteously and professionally.
- Actively listened to customers, and handled concerns quickly.
- Responded to 20-25 calls per day with minimal wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Licensed Realtor
24th Street Realty
10.2017 - 12.2019
- Communicated with clients to understand property needs and preferences.
- Advised and informed prospective clients on current market activities and conditions.
- Collaborated with clients to learn and determine real estate needs.
- Maintained connections with clients to encourage repeat business and referrals.
- Developed and maintained relationships with clients through networking, postcards, and cold calling.
- Advertised client properties through websites, social media, and real estate guides.
Property Manager
Public Storage
08.2015 - 12.2017
- Introduced prospective tenants to types of units available and performed tours of premises.
- Collected and maintained careful records of rental payments and payment dates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Manage, audit, and balance cash drawer; prepare and make daily deposits. Performed customer calls regarding their account, collections and other items on a monthly basis.
Office Manager
Jackson Hewitt Tax Svc
06.2009 - 04.2015
- .Prepare and assist in preparing simple to complex tax returns for individuals and small businesses.
- Use all appropriate adjustments, deductions, and credits to keep clients' taxes at a minimum.
- Interview clients to obtain additional information on taxable income and deductible expenses and allowances.
- Consult tax law handbooks or bulletins to to determine procedures for preparation of atypical returns.
- Performed QA on tax returns prepared by other tax preparers to detect errors in arithmetic, data entry and/or procedures.
Education
License - Real Estate
Champion School of Real Estate
Austin, TX11.2009
Certification - Medical Billing & Coding
Ashworth College
Norcross, GA08.2007
Skills
- Effective Communicator
- Time Management
- Analytical Thinker
- Conflict Resolution
- Cross- Cultural Sensitivity
- Detailed Oriented
- Organized
- Active Listener
- Team Building
- Strategic Planning
- Cross-Functional Team Leadership
- Proficient in Microsoft Office Suite
- Business Operations
- Supervision
Certification
- Notary Public 2006-present
- MGR360 Leadership Training 2022
- Food Handler 2024
- TABC 2024
Affiliations
- National Notary Association
Timeline
Night Auditor
Marriott Residence Inn
02.2024 - Current
Customer Care Supervisor
Goodwin & Company
11.2020 - 09.2023
Customer Care Team Lead
Goodwin & Company
02.2020 - 11.2020
Customer Service Representative
Goodwin & Company
01.2020 - 02.2020
Licensed Realtor
24th Street Realty
10.2017 - 12.2019
Property Manager
Public Storage
08.2015 - 12.2017
Office Manager
Jackson Hewitt Tax Svc
06.2009 - 04.2015
License - Real Estate
Champion School of Real Estate
Certification - Medical Billing & Coding
Ashworth College
- Notary Public 2006-present
- MGR360 Leadership Training 2022
- Food Handler 2024
- TABC 2024
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