Phillip Johnson
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
To obtain a position of stability within a company with the opportunity to develop and advance.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Xfinity Comcast
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Loan Consultant
ILending Direct
03.2021 - 01.2023
- Helped clients acquire car loans
- Assisted clients in securing loans by providing personalized guidance and identifying suitable products.
- Increased client retention rates by offering exceptional service and fostering strong relationships.
- Compiled documentation necessary to successfully fund over 25+ loans per month.
- Optimized the use of CRM tools for efficient tracking of client interactions and loan pipeline management.
- Handled paperwork and moved between customers and lending institutions to smoothly resolve any concerns.
Late Stage Collections
Santander
03.2014 - 10.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
Early Stage Collections Agent
Santander Consumer USA
01.2014 - 03.2014
- Reduced delinquency rates by consistently following up with customers on their payment plans.
- Negotiated mutually beneficial repayment arrangements with customers facing financial challenges, preserving goodwill while ensuring debt resolution.
- Enhanced company''s reputation for professionalism with courteous, respectful communication during collections interactions.
- Strengthened team performance by actively participating in training sessions and sharing knowledge with colleagues.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Self Employed
01.2011 - 03.2014
Adult and Youth Referee and Supervisor
Parker Parks and Recreation
01.2009 - 01.2011
- Promoted good sportsmanship among players, coaches, and spectators through respectful communication and fair judgment calls.
- Increased player understanding of the rules by explaining decisions clearly and concisely when necessary.
- Strengthened referee skills by participating in ongoing training sessions and professional development opportunities.
- Managed pre-game duties such as equipment inspection, field setup, and team introductions to establish an organized playing environment.
- Gained trust from coaches, players, and parents by consistently demonstrating impartiality during games.
Admissions Representative
Westwood College Online
01.2010 - 10.2010
- Helped prospective students get into school and achieve their goals
- Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
- Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
- Streamlined the admissions process for applicants by efficiently managing application materials and accurately entering data into the system.
Coach/Teachers Assist. (Special Education)
Overland High School
08.2007 - 10.2010
- Coached Boys and Girls Varsity Soccer as well as worked with Special needs kids with various subjects and life skills
- Promoted sportsmanship values among athletes, fostering a positive competitive atmosphere within the team environment.
- Boosted player confidence through personalized training sessions and continuous feedback.
- Developed strong relationships with players'' families to encourage support and involvement in their athletic growth.
- Increased athlete''s skills development through individualized training plans based on each player''s strengths and weaknesses.
Senior Mortgage Broker
Ace Mortgage Funding
08.2005 - 08.2007
- Helped clients design mortgages for refinances or purchase of homes
- Streamlined the loan application process for increased efficiency and faster approvals.
- Maintained detailed records of client interactions, transactions, and documentation for accurate reporting and compliance purposes.
- Generated new business leads through strategic networking events and targeted marketing initiatives.
- Managed a diverse portfolio of clients, ensuring their unique needs were met with personalized attention.
- Stayed up-to-date on industry trends and regulations to provide informed advice to clients at all times.
- Conducted thorough research on lender guidelines, market conditions, and borrower qualifications to secure optimal loan terms for each transaction.
- Developed strong relationships with lenders to negotiate favorable terms and rates for clients.
- Navigated complex financial situations with professionalism, guiding clients towards suitable mortgage products that fit their specific needs.
Sales Assoc. /Direct Sales Representative
MCI Telecommunications
02.2002 - 08.2005
- Designed training and development programs for sales associates and monitored daily, weekly, monthly progress for sales team
- Provided comprehensive product training to new hires, contributing to their rapid integration into the sales team.
- Delivered compelling sales presentations that highlighted key features and benefits of products or services, resulting in increased conversion rates.
- Collaborated with team members to exceed sales targets, fostering a competitive yet supportive environment.
- Wrote reports outlining activities and sales.
- Stayed current on company offerings and industry trends.
- Set and achieved company defined sales goals.
- Attended monthly sales meetings and quarterly sales trainings.
- Achieved or exceeded company-defined sales quotas.
Education
Associate of Arts - Secondary Physical education and Business Management
Metropolitan State University of Denver
Denver, CO01.1997
High School -
Green Mountain High School
Lakewood, Co01.1993
High School -
Plymouth Salem High School
Canton, Mi01.1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Customer relationship management (CRM)
- Building rapport
- De-escalation techniques
- Sales expertise
- CRM software proficiency
Awards
- Top Performer, Ace Mortgage, 3 consecutive months
- Top 5 Mortgage Broker, Ace Mortgage, 5 consecutive months
- Coach of the Year, Centennial League, 2008
- Top 25% Sales Associate, Santander, Each month
- Top Supervisor Award, MCI
- Top Sales Associate Award, MCI
- COE Award, MCI
- Top 3 performer consistently on Xfinity team
Positions Held
- Client Advisor, iLending Direct, 03/01/21, 01/31/23, Helped clients acquire car loans
- Late Stage Collections, Santander, 03/01/14, Present
- Early Stage Collections, Santander, 01/01/14, 03/31/14
- Self Employed, 01/01/11, 03/31/14
- Referee and Supervisor, Parker Parks and Recreation, 01/01/09, 01/31/11
- Admissions Representative, Westwood College, 01/01/10, 10/31/10, Helped prospective students get into school and achieve their goals
- Coach/Teacher's Assistant (Special Education), Overland High School, 08/01/07, 10/31/10, Coached Boys and Girls Varsity Soccer and worked with Special needs kids
- Senior Mortgage Broker, Ace Mortgage, 08/01/05, 08/31/07, Helped clients design mortgages for refinances or purchase of homes
- Sales Associate / Sales Supervisor, MCI, 02/01/02, 08/31/05, Designed training and development programs for sales associates
Timeline
Customer Service Representative
Xfinity Comcast
05.2023 - Current
Loan Consultant
ILending Direct
03.2021 - 01.2023
Late Stage Collections
Santander
03.2014 - 10.2020
Early Stage Collections Agent
Santander Consumer USA
01.2014 - 03.2014
Self Employed
01.2011 - 03.2014
Admissions Representative
Westwood College Online
01.2010 - 10.2010
Adult and Youth Referee and Supervisor
Parker Parks and Recreation
01.2009 - 01.2011
Coach/Teachers Assist. (Special Education)
Overland High School
08.2007 - 10.2010
Senior Mortgage Broker
Ace Mortgage Funding
08.2005 - 08.2007
Sales Assoc. /Direct Sales Representative
MCI Telecommunications
02.2002 - 08.2005
High School -
Green Mountain High School
High School -
Plymouth Salem High School
Associate of Arts - Secondary Physical education and Business Management
Metropolitan State University of Denver
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