Phylicia Brock
Lombard,IL
Summary
Dynamic professional with a proven track record in customer service and technical support, notably at Comcast. Excelled in resolving customer inquiries and upselling services, demonstrating exceptional communication and problem-solving skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Compassionate and dependable Certified Nursing Assistant (CNA) and Patient Care Technician (PCT) with hands-on experience providing high-quality patient care in fast-paced healthcare settings. Skilled in assisting with activities of daily living, monitoring vital signs, performing EKGs, and supporting nursing staff to ensure patient comfort and safety. BLS/CPR certified with strong communication, teamwork, and patient-centered care skills.
Overview
13
13
years of professional experience
Work History
PCT/CNA
Northwestern Memorial Hospital
Winfield, Illinois
02.2025 - Current
- Assisted patients with bathing, dressing, grooming, feeding, and toileting
- Measured and documented vital signs and reported changes in patient condition to nursing staff
- Collaborated with nurses and healthcare teams to deliver patient care and streamline unit activities
- Facilitated patient transfers, mobility, and repositioning to enhance comfort and safety
- Maintained clean and organized patient rooms following infection-control standards
- Offered compassionate emotional support to patients and families to foster a comforting environment
- Delivered high-quality care to patients in fast-paced healthcare environments
- Responded promptly to patient needs and call lights
- Assisted with daily living activities while preserving patient dignity and comfort
- Maintained accurate patient documentation and communicated effectively with staff
- Followed safety procedures and infection prevention protocols
Customer Service Specialist
Comcast
Virtual, IL
07.2018 - 02.2025
- Respond to customer inquiries via phone promptly and professionally.
- Resolved customer's technical and billing issues while building rapport, identifying needs, and upselling additional services or products.
- Assist with appointment management in scheduling appointments.
- Identify and resolve customer issues, complaints, or concerns efficiently while ensuring customer satisfaction. Handle escalation calls with de-escalating customers.
- Guided customers on billing, payment processing, and supporting policies and procedures.
- Responded to customer requests for products, services, and company information.
- Adjusted workflows to accommodate frequent changes in procedures and policies.
- Achieved three consecutive promotions due to exceptional performance and dedication.
- Advanced to Customer Expert Associate in 2019 based on outstanding service delivery.
- Elevated to Customer Experience Specialist (Nirvana) in 2022 for enhancing customer satisfaction.
- Promoted to Customer Experience Specialist (Recovery) in 2023 for resolving complex customer issues.
Customer Expert Specialist
Dyson
Aurora, IL
09.2016 - 07.2018
- Managed high call flow while providing timely technical support to enhance customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Utilized ticketing systems to efficiently track and resolve support requests, ensuring prompt service delivery.
- Maintained comprehensive knowledge of company products and services to deliver accurate support and information to customers.
- Adhere to company policies, procedures, and quality standards when interacting with customers.
Debt Collector
Collections Expert Inc
Naperville, IL
10.2013 - 05.2016
- Provided exceptional customer service during collection calls, ensuring a calm and professional demeanor to foster positive customer interactions.
- Handled high volume of calls efficiently, supporting the productivity of a busy collection team.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Identified and contacted customers with overdue accounts to clarify payment status and facilitate timely resolutions.
Education
Bachelor of Science - Accounting
University of Arizona Global Campus
Chandler, AZ12-2027
Skills
- Patient care
- Electronic health records
- Patient documentation
- Customer service excellence
- Strong organizational skills
- Multitasker
- Adaptable to change
- Fast-paced adaptability
- Effective communication
- Active listening skills
- Problem solver
- Self-motivated
Timeline
PCT/CNA
Northwestern Memorial Hospital
02.2025 - Current
Customer Service Specialist
Comcast
07.2018 - 02.2025
Customer Expert Specialist
Dyson
09.2016 - 07.2018
Debt Collector
Collections Expert Inc
10.2013 - 05.2016
Bachelor of Science - Accounting
University of Arizona Global Campus