Phylicia Gillespie
Raleigh,NC
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I am a multitasker with superior work ethic and good teamwork, problem-solving and organizational skills, willing to take on any task to help achieve goals. I am a reliable and dedicated team player with hardworking and resourceful approach.
Overview
6
6
years of professional experience
Work History
Medical Customer Service Representative
Duke Health
04.2023 - Current
- Work in call center environment handling manual and automatically dialed outbound calls.
- Counsel debtors on payment options and arranged installment agreements.
- Process payments and apply them to customer balances.
- Achieve performance goals on consistent basis.
- Provide exceptional customer service to patients, answering questions and addressing concerns.
- Use EPIC software
- Resolve billing inquiries and disputes in timely fashion.
Customer Relations Advocate
Fidelity Investments
11.2022 - 04.2023
- I answer incoming calls customers may have regarding their account balances, financial resources, and educating them on options to best accommodate their financial/investment needs.
- Communicated with customers to assess and address individual needs, providing timely and quality support via internal systems.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
Tutor/teacher
Abound Health
04.2022 - 11.2022
- I taught an educational program catered to individuals with autism
- I specialized in literacy, reading, and math skills.
- Supported student physical, mental, and social development using classroom games and activities.
- Practiced proactive behavior modification and positive reinforcement strategies.
- Graded and evaluated assignments, papers, and course work.
- Planned and implemented integrated lessons to meet behavioral/developmental needs
Marketing Intern
Peace of Mind Counseling Services LLC
01.2020 - 04.2021
- I strived to create and produce innovative projects to benefit and promote the organization
- Helped with planning and hosting of marketing events.
- I also shadowed counselors and learned the different occupations within the counseling field.
- Contributed to mock-ups, email campaigns, and social media content.
Health Access Specialist/Patient Scheduler
Duke Health Access Services
04.2021 - 12.2021
- I worked as a health access specialist scheduler for Duke health patients
- I scheduled patient appointments
- Faxed, edited, and filed referrals,
- Assisted patients with any questions regarding upcoming appointments within the Neurology department
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
Material Handler
FedEx Express
12.2021 - 04.2022
- Used hand-held scanners and physical logs to accurately track item movements.
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Sorted materials for scanning to meet production goals.
Associate Sales Representative
Spectrum Communications
07.2020 - 12.2020
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Customer Service Representative Agent
Conduit Global Call Center
04.2019 - 12.2019
- I helped customers with any technical issues they had with their services, and also served to assist customers with making purchases exemplifying service excellence with each interaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
Retail Sales Associate
Khols
08.2019 - 12.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used POS system to process sales, returns, online orders, and gift card activations.
Customer Service Representative
Alorica
04.2018 - 12.2018
- I helped resolve technical issues as well as assisted customers with making purchases
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- I help each customer save money while optimizing the true value of their service
- I provided great customer service and made sure each customer was more than satisfied with each interaction.
- Answered constant flow of customer calls with minimal wait times.
Barista and Cashier
Starbucks
04.2017 - 02.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Worked with floor team and managers to meet wide range of customer needs.
Education
Bachelor of Arts - Psychology
North Carolina Agricultural And Technical State University
Greensboro05.2022
High School Diploma -
Hillside High
Durham, NC06.2017
Skills
Microsoft Word
Microsoft Programs
Excel
Research development
Critical thinking/ Problem solving skills
Oral/Written communication skills
Leadership
Adaptable
Professionalism
Interpersonal skills
Timeline
Medical Customer Service Representative
Duke Health
04.2023 - Current
Customer Relations Advocate
Fidelity Investments
11.2022 - 04.2023
Tutor/teacher
Abound Health
04.2022 - 11.2022
Material Handler
FedEx Express
12.2021 - 04.2022
Health Access Specialist/Patient Scheduler
Duke Health Access Services
04.2021 - 12.2021
Associate Sales Representative
Spectrum Communications
07.2020 - 12.2020
Marketing Intern
Peace of Mind Counseling Services LLC
01.2020 - 04.2021
Retail Sales Associate
Khols
08.2019 - 12.2019
Customer Service Representative Agent
Conduit Global Call Center
04.2019 - 12.2019
Customer Service Representative
Alorica
04.2018 - 12.2018
Barista and Cashier
Starbucks
04.2017 - 02.2018
Bachelor of Arts - Psychology
North Carolina Agricultural And Technical State University
High School Diploma -
Hillside High
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