Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phillip Welch

Tulsa

Summary

Dynamic Senior Resolution Specialist at DISH with a proven track record in resolution management and effective communication. Expert in troubleshooting complex issues and enhancing customer satisfaction. Adept at adapting to change and utilizing persuasion skills to maximize customer value, ensuring a seamless experience while maintaining company policies.

Overview

14
14
years of professional experience

Work History

Senior Resolution Specialist

DISH
Tulsa
10.2011 - 10.2025
  • • Resolving escalated Customer issues through world class customer service and knowledge of business rules
    • Researching payment issues ie. Missing Payments and Refunds
    • Troubleshooting Technical issues with both TV and Internet customers
    • Utilized problem solving skills to effectively resolve customer concerns and disputes.
    • Maximizing Customers value to the company as well with programming offers and suggestions
    • Enforcing company policy when required
    • Effectively communicating with leadership in identifying call trends and offering potential solutions
    • Helping resolve legal threats with the comany
    • Assisting in maintaining Customer account security when Fraud is suspected
    • Responded quickly to meet customer needs and resolve problems.
    • Committed to delivering excellent customer service while working in a fast-paced environment.

Travel Advisor

Cxloyalty
Tulsa
11.2023 - 07.2025
  • Assisted clients in planning and booking travel arrangements.
  • Coordinated itinerary changes and communicated updates to clients effectively.
  • Utilized booking systems to process reservations efficiently.
  • Provided exceptional customer service to enhance client satisfaction during trips.
  • Maintained professional, courteous and timely communications with travelers to assist in trip phases.
  • Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.

Education

High School Diploma -

Jenks
Jenks, OK
05-1991

Skills

  • Resolution management
  • Adaptability to change
  • Effective communication
  • Escalated calls management
  • Persuasion skills

Timeline

Travel Advisor

Cxloyalty
11.2023 - 07.2025

Senior Resolution Specialist

DISH
10.2011 - 10.2025

High School Diploma -

Jenks

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