Phillip Horn
Mobile,AL
Summary
Dedicated and customer-focused Customer Service Representative with 3 years of experience in call center environments. Skilled in managing high-volume inbound and outbound calls, resolving customer concerns efficiently, and delivering a positive customer experience. Strong communication, problem-solving, and multitasking abilities with a proven track record of exceeding performance metrics. Seeking to contribute expertise to Shift Smart as a reliable and results-driven representative.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Shift Smart
01.2021 - Current
- Handled an average of 80 inbound/outbound calls daily, providing efficient solutions and maintaining a high customer satisfaction rating.
- Resolved customer complaints and escalated issues when necessary, achieving a 75% first-call resolution rate.
- Assisted customers with account inquiries, billing issues, service updates, and product information.
- Met and exceeded call center performance targets, including average handle time (AHT) and customer satisfaction scores (CSAT).
- Trained and mentored new team members to adapt to fast-paced call center procedures.
Education
No Degree - General
Mary G. Montgomery High School
Semmes, ALSkills
- Call Center Operations
- Customer Support & Retention
- Conflict Resolution & De-escalation
- Active Listening & Empathy
- Data Entry & CRM Systems (Zendesk, Salesforce, etc)
- Multitasking in Fast-Paced Environments
- Team Collaboration
- Shift Flexibility (Evenings, Weekends, Holidays)
Websites
Languages
Multilingual: [If you speak more than one language, list here].
Additional Information
- Flexible with rotating shifts and overtime.
- Proficient in Microsoft Office (Word, Excel, Outlook).
Timeline
Customer Service Representative
Shift Smart
01.2021 - Current
No Degree - General
Mary G. Montgomery High School
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