Hi, I’m
Susannah Phillips
Rochester,NY
Summary
Results-oriented graduate professional with 5+ years of Customer Service experience and a proven knowledge of strategic analysis, problem solving, communication, and leadership. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
years of professional experience
Work History
Williams-Sonoma Inc.
Customer Service Representative (CSR)
08.2023 - 12.2023
Job overview
- Addressed customer questions and concerns regarding product and delivery information
- Provided product information, reviewed alternative solutions if an item is out of stock and placed orders for the customer
- Successfully negotiated and appeased customers using a variety of methods established by Williams-Sonoma, Inc., guidelines
- Checked inventory, processed returns, issued replacements and credits for damaged or defective merchandise
West Wilkes Middle School
EC Teacher Assistant
01.2022 - 01.2023
Job overview
- Assisted students with learning, supervised group and individual learning
- Managed classroom behavior, set up needed information and equipment for lessons, helped find and develop new learning opportunities for students
- Chaperoned field trips and school events, provided one-on-one assistant as needed for behaviors and activities
Olive Garden
Server/Server Trainer
02.2019 - 12.2020
Job overview
- Advanced customer service skills while working in a fast-paced environment
- Ensuring customer satisfaction by using high level communication skills, earning trust, and building relationships quickly
- Memorized and implemented new menu items constantly creating new sales pitches
- A proven ability to multi-task, manage deadlines, and exceed goals using agility/adaptability
- Earned promotion from server to server trainer, trusted to train groups of 4-6 at a time
- Teach policies, standards, and communicate expectations
Cagney’s Kitchen of Wilkesboro
Server/Server Trainer
06.2016 - 11.2017
Job overview
- Communicated between host, cooks, and management to ensure synergy and a perfect guest experience
- Ran as a leader on the floor, helping newer servers/hosts to ensure everyone was working up to standard
- Developed and trained other servers to create the best work environment possible, with the best staff
Education
Wake Forest University
Masters from Clinical Mental Health Counseling
03.2025
University Overview
- Summa Cum Laude
- GPA: 4.00
Fayetteville State University
B.S. from Psychology
05.2021
University Overview
- Magna Cum Laude
- Chancellors & Deans List
- Tau Sigma National Honor Society
- GPA: 3.8
Wilkes Early College High School
Associates from Arts and Science
05.2018
University Overview
- Mathematical achievement (Advanced Functions)
- GPA: 4.55
Skills
- Microsoft Word Certification
- PowerPoint Certification
- Excel Certification
- Basic knowledge of Spanish
- Customer Service
- Communicating
- Advanced Writing
- Data & Analytics
- Complaint resolution
- Scheduling
- Tracking complaints
- Account updating
- Typing 90 wpm
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Representative (CSR)
Williams-Sonoma Inc.
08.2023 - 12.2023
EC Teacher Assistant
West Wilkes Middle School
01.2022 - 01.2023
Server/Server Trainer
Olive Garden
02.2019 - 12.2020
Server/Server Trainer
Cagney’s Kitchen of Wilkesboro
06.2016 - 11.2017
Fayetteville State University
B.S. from Psychology
Wilkes Early College High School
Associates from Arts and Science
Wake Forest University
Masters from Clinical Mental Health Counseling
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