PHYLICIA JOHN
Dallas,TX
Summary
Dedicated customer service representative with over 15 years of experience looking to bring knowledge gained from current and previous positions to the team. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Utilizing effective communication, empathy, critical thinking and prioritizing to work efficiently and build quality relationships with customers and colleagues.
Overview
10
10
years of professional experience
Work History
Digital Customer Service Advocate
United Healthcare
Dallas, TX
06.2022 - Current
- Manage 3 chats simultaneously and over 60 chats daily.
- Promoted available products and services to customers during service and account management via chat and email.
- Directed incoming chats and emails to internal personnel and departments, routing to best-qualified department.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Advocate
United Healthcare
Dallas, TX
09.2021 - 06.2022
- Promoted available products and services to customers during service, account management and order calls.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Care Agent
ADT Security Systems
Dallas, Texas
03.2021 - 09.2021
- Conferred with customers to determine nature of malfunctions.
- Maintained equipment service records.
- Handled 40 to 60 calls per day to address customer inquiries and concerns.
- Served customers in friendly, efficient manner following outlined steps of service.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Agent
American Airlines
Washington, DC
05.2019 - 03.2021
- Upsell passengers to different seating or cabin.
- Assisted passengers with check in at the ticket counter. This consists of scanning passports, checking documentation, accepting luggage, correcting ticketing errors, rerouting passengers, correcting name errors and having a deeper understanding of policy.
- Work at the gates consists of processing seating lists, accommodating priority and disabled passengers, moving jetbridges, gate checking carry-ons, processing non revenue passengers, making announcements and boarding the aircraft, verifying the crew, verifying the number of souls onboard the aircraft, processing paperwork and distributing vouchers all while being safe and efficient.
- Responded proactively and positively to rapid change.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks simultaneously.
Customer Assistance Representative
American Airlines
Minneapolis, MN
10.2018 - 05.2019
- Assisted passengers with self check in at kiosks by showing them how to begin check-in process on kiosks.
- Helped with scanning passports, checking to see if passengers had proper documentation to travel, tagged their bags, scanned in bags and sent them on the bag belt.
- Answered all questions about where flights will be departing, when they will board aircraft, where passengers can find food or find lounge and made proper accommodations for passengers with disabilities.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Driver
Amazon/Lyft/Roadie/Uber
Minneapolis, MN
03.2018 - 05.2019
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Assisted passengers with entering and exiting vehicles safely and securely stowed baggage to minimize damage risk.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Delivered goods and products to customer on time and in excellent condition.
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
- Cleaned vehicle regularly to maintain professional appearance.
- Verified daily deliveries against shipping instructions before delivering to customers.
- Kept detailed mileage and fuel reports to track overall fuel costs.
Lead Station Agent
Sun Country Airlines
Minneapolis, MN
06.2017 - 04.2018
- Performed all tasks of station agent which includes helping checking passengers in, being in communication with operations department and helping work flights if necessary.
- Took on responsibilities of being Ground Security Coordinator as well and made sure agents at all 8 gates and ticket counter were working safely and efficiently.
- Assigned tasks to agents, keeping agents updated on all changes.
- Checked staffing and attendance.
- Communicated with TSA.
- Handled medical/safety emergencies.
- Filed and uploading paperwork.
- Responded to emails in timely manner.
Central Reservations Control Agent
Sun Country Airlines
Minneapolis, MN
08.2015 - 06.2017
- Support reservation and airport agents in person or via phone by giving clarification on policy and procedure.
- Responded to emails in timely manner.
- Standing in as lead for reservations when none are available.
- Taking incoming calls from airport agents and assisted with correcting issues with reservations.
- Accommodating passengers that misconnected due to controllable delays
- Processing manifests through macros.
- Running reports for other departments.
- Building rescue flights.
- Adjusting inventory.
- Uploading and filing of manifests and load sheets.
- Communicated any irregular operations with management and other departments as needed.
Education
High School Diploma -
Champlin Park High School
Champlin, MN06.2007
Skills
- Call handling
- Sales
- Documentation and reporting
- Complaint resolution
- Conflict Resolution
- Empathetic and genuine
- Outstanding communication skills
- Microsoft Office Suite proficiency
- Customer service
- Report preparation
References
References upon request.
Timeline
Digital Customer Service Advocate
United Healthcare
06.2022 - Current
Customer Service Advocate
United Healthcare
09.2021 - 06.2022
Customer Care Agent
ADT Security Systems
03.2021 - 09.2021
Customer Service Agent
American Airlines
05.2019 - 03.2021
Customer Assistance Representative
American Airlines
10.2018 - 05.2019
Driver
Amazon/Lyft/Roadie/Uber
03.2018 - 05.2019
Lead Station Agent
Sun Country Airlines
06.2017 - 04.2018
Central Reservations Control Agent
Sun Country Airlines
08.2015 - 06.2017
High School Diploma -
Champlin Park High School
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