Phillip Wright
Houston,TX
Summary
I have a over 25 years experience working in a Call
Center Environment handling all types of calls.
In my career I have walked internal and external
clients trouble shoot computers, cell phone, printers
and other related devices. I feel with experience
will help easily ingrate with work environment.
Overview
17
17
years of professional experience
Work History
Internal Support Representative
FIS/Worldpay
09.2017 - 02.2024
- Assist merchants with troubleshooting issues with their hand-held terminals
- Provide merchants with setup credentials FIS/World to process with their POS
- Assist merchants with configuring their networks in order to process credit cards
- Work with the Database team to report any network outages
- Assist other colleagues in other departments with their escalation issues
- Document case notes using CRM-Salesforce.
Escalation Team Representative
JPMorgan Chase
01.2007 - 06.2017
- Work to diffuse upset customers and use the tools provided to me to address their needs
- Assist merchants with billing issues by explaining why they were billed the fees on their monthly statement
- Fully resolve customers' issues to their satisfaction
- Interface with Internal and External teams to help resolve any issues
- Work the escalation mailbox to address complaints from regulatory agencies (e.g., State Attorney General's Office, BBB, and PUC)
- Report any network outages to management and the appropriate Network Database Team
- Perform a deep dive into customers' accounts to determine alternatives to prevent future issues.
Education
Graduated -
Cypress Creek Senior High
01.1983
Skills
- Customer Satisfaction
- Remote Support
- Organization
- Microsoft Office
- Escalation Handling
- Hardware troubleshooting
- Documentation
- CRM Software
Timeline
Internal Support Representative
FIS/Worldpay
09.2017 - 02.2024
Escalation Team Representative
JPMorgan Chase
01.2007 - 06.2017
Graduated -
Cypress Creek Senior High
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