Summary
Overview
Work History
Education
Skills
Websites
Languages
Additional Information
Timeline
Generic

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, AL

Skills

  • 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)

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