Summary
Overview
Work History
Education
Skills
Timeline
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Phonicia Fola

Chicago,United States

Summary

Diligent Customer Service Specialist with more then 10 years of outstanding customer service experience. Top skills in a customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

12
12
years of professional experience

Work History

Senior Customer Service Specialist

Republic Services
06.2021 - Current
  • Deliver exceptional customer service to every customer by actively listening and showing empathy, creating a positive experiences.
  • Enter customer data into system while educating them on issues before communicating service concerns with operations department.
  • Engage with customers through chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
  • Deescalate customer issues, while upholding quality control policies and procedures to increase customer satisfaction.

Seasonal City Carrier

USPS
11.2020 - 01.2021
  • Pleasantly greeted and engaged customers, assisting with any mail-related issues.
  • Delivered packages and mail to business and people, on time each day, taking into consideration weather and road conditions.
  • Planned and cased mail in sequence of delivery for designated route.
  • Successfully multitasked while navigating various functions of the companies service system.

Adult ESL Tutor

Amicorp Services
10.2017 - 04.2020
  • Supported Chicago Head Start families from diverse backgrounds to develop lifelong learning opportunities specifically with learning English.
  • Worked closely with 15-20 students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
  • Lesson planned, created interactive activities, utilizing instructional technology and software.
  • Motivated students with accurate feedback, and positive reinforcement. While maintaining a partnership with University Of Illinois Chicago to support adult learners.

Customer Care Specialist

Verizon
01.2015 - 10.2017
  • Took ownership, showed empathy, and quick to resolve customers issues to resolution. Always branding call in closing statement.
  • Verified accuracy of customer account information and updated when necessary.
  • Monitored systems in operation and quickly troubleshot errors.
  • Responded to support requests, and patiently walked individuals through basic troubleshooting tasks.


Pharmacy Technician

Walgreens
Chicago, IL
03.2012 - 01.2015
  • Directly assisted an average of 30 customers per day, responding to inquiries and problems.
  • Organized and ensured cleanliness in Pharmacy area at all times.
  • Completed all assigned tasks in a timely manner, while working with Microsoft office applications such as Excel, Access, and Word.

Education

Associate of Arts -

Malcolm X
Chicago, IL
06.2014

Skills

  • CRM Software
  • SOP Writing
  • 55 wpm Typing Speed
  • Microsoft Office
  • Microsoft Teams
  • Google Suite
  • Call Center Experience

Timeline

Senior Customer Service Specialist

Republic Services
06.2021 - Current

Seasonal City Carrier

USPS
11.2020 - 01.2021

Adult ESL Tutor

Amicorp Services
10.2017 - 04.2020

Customer Care Specialist

Verizon
01.2015 - 10.2017

Pharmacy Technician

Walgreens
03.2012 - 01.2015

Associate of Arts -

Malcolm X

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Phonicia Fola