Philisa Bowen
Colorado Springs,CO
Summary
Educated professional with the experience to successfully drive Account Management and Customer Service objectives for maximum performance and profitability. Proven ability to lead diverse teams in highly competitive industries, cutting-edge markets, and fast-paced environments with outstanding results.
Overview
16
16
years of professional experience
Work History
Customer Experience Representative 4, Retention Services
Comcast
09.2020 - Current
- Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service
- Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement
- Supports 'value our customer' campaigns such as customer satisfaction surveys, contract renewals, or other initiatives
- Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues
- Demonstrates strong problem solving and communications skills
- Proactively encourages retention by contacting clients at various high propensity churn points in their life cycle (i.e
- 3-6 months prior to contract expiration, after successive service calls etc.) to assure customer satisfaction and to re-contract and extend customer relationships where appropriate
- Meets or exceeds budgeted retention sales goals for all product lines
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Caretaker
06.2018 - 09.2020
- Following the death of my father I relocated my mother to Colorado Springs and accepted responsibility as her primary caregiver
- She suffered severe illness and the effects of aging including loss of mobility and mental agility
- Duties encompassed all activities of daily living (ADLs) until her death.
Central Support Representative
ANB Bank
09.2016 - 06.2018
- Maintained a current knowledge and compliance with Bank Secrecy Act (BSA) requirements
- Have strong knowledge of the many aspects of banking within the financial institution
- Cross-trained in a variety of specialized functions within the department listed above and understanding of system codes
- Worked, investigated, and completed ACH, POS and new draft disputes
- Assist bankers with Debit and ATM card questions
- Responds to customer needs and priorities; establishes effective working relationships with customers; identifies and takes appropriate action on customer needs.
Student Finance Advisor
ECPI University
02.2015 - 04.2016
- Assessed the financial needs of students from a variety of sources including documentation of financial status and personal interviews
- Student Finance Advisors package financial aid according to government and University regulations and guidelines
- Advise students about methods to pay for their education, financial aid eligibility, application procedures, financial assistance programs, costs, indebtedness, money management and financial planning; individualizes information to the needs and situation of the student
- Analyzed various system generated reports such as grades and enrollment status or award status to verify compliance and eligibility of students receiving aid under federal and institutional guidelines; notifies students of changes in eligibility of awards and alternatives to amend the situation
- Evaluates unusual/mitigating circumstance documentation or information provided by the student; exercises judgment by making adjustment or revisions to costs, contribution, need or dependency status as exceptions to the prescribed process.
Sr. Student Finance Support Specialist
Socle, Inc.
02.2011 - 02.2015
- I worked with students in handling their financing options (both Title IV funded and non-Title IV)
- This position requires the ability to multi-task, remain calm under pressure, and execute all key performance indicators (KPIs)on a daily basis
- Process all forms and files in accordance with State / Federal regulations, policies, and procedures
- Update appropriate tracking systems for timely processing, funding, and billing
- Process production and monitoring activities required to complete the processing of student financial aid files, refunds, disbursement postings and reporting
- Operating within the highest ethical standards and integrity in all aspects of the position.
Admissions Representative
Westwood College Online
11.2010 - 02.2011
- Contact, interview and enroll potential student inquiries into a career-focused education and guide the prospective student through the enrollment completion process
- Acted as a liaison between Student Financial Aid and Academic Advisors to facilitate the best student experience
- Operating within the highest ethical standards and integrity in all aspects of the position.
Customer Collections Representative
Ford Motor Credit
06.2008 - 11.2010
- Assist and educate customers with delinquent accounts
- Required to resolve delinquencies and offer remedies for the customer's account, while meeting and exceeding the daily metrics on a consistent basis
- Negotiated with customers to resolve difficult situations
- Able to work in stressful conditions while meeting deadlines
- Excellent verbal as well as written communication skills
Skills
- Client Advocacy
- Regulatory Compliance
- De-Escalation Techniques
- Written Communication
- Data Entry
- Attention to Detail
- CRM Software
- Customer Relations
- Product Recommendations
- Account updating
- Employee Coaching
- Account Updates
Timeline
Customer Experience Representative 4, Retention Services
Comcast
09.2020 - Current
Caretaker
06.2018 - 09.2020
Central Support Representative
ANB Bank
09.2016 - 06.2018
Student Finance Advisor
ECPI University
02.2015 - 04.2016
Sr. Student Finance Support Specialist
Socle, Inc.
02.2011 - 02.2015
Admissions Representative
Westwood College Online
11.2010 - 02.2011
Customer Collections Representative
Ford Motor Credit
06.2008 - 11.2010
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