Phyllis Owens Johnson
Frisco,Texas
Summary
Dedicated customer experience associate with a proven record in conflict resolution and problem-solving. Skilled in active listening and time management, consistently enhancing customer satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Customer Experience Associate
Conduent Business Services
02.2024 - 01.2026
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Utilized CRM software to track customer interactions and feedback for service enhancements.
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction and retention.
- Handled escalated complaints effectively, implementing solutions that improved customer experience and loyalty.
- Utilized CRM systems to document interactions, maintaining accurate records for future reference.
- Developed knowledge base articles for common issues, improving team consistency in responses and resolutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Long-Term Substitute Teacher
ESS
01.2022 - 02.2024
- Designed and implemented engaging lesson plans to enhance student learning experiences.
- Adapted instructional methods to meet diverse student needs and learning styles.
- Collaborated with educators to develop curriculum materials aligned with state standards.
- Managed classroom behavior through positive reinforcement techniques and clear expectations.
- Assisted in assessing student progress and providing constructive feedback to support improvement.
- Utilized educational technology tools to facilitate interactive learning sessions.
In-Class Tutor
Gibson's Educational Services
02.2022 - 12.2022
- Developed individualized learning plans to enhance student understanding and engagement.
- Facilitated interactive lessons using diverse teaching methods and educational technologies.
- Assessed student performance through regular evaluations, providing constructive feedback for improvement.
- Collaborated with educators to design curriculum modifications tailored to diverse learning styles.
- Implemented effective classroom management strategies to maintain an orderly and focused learning environment.
- Continuously updated personal knowledge of educational best practices through attending conferences, reading professional literature, and networking with other educators.
Contact Tracer
TEKsystems
12.2019 - 12.2021
- Conducted thorough interviews to identify COVID-19 exposure and trace contacts effectively.
- Utilized electronic health record systems to document cases and track patient interactions accurately.
- Collaborated with public health officials to develop strategies for community outreach and education initiatives.
- Maintained patient confidentiality while managing sensitive personal information during interviews and follow-up communications.
- Demonstrated adaptability by transitioning between different contact tracing software platforms as required, maintaining proficiency in each system.
English Teacher
Vincent Gray High School
09.2013 - 05.2018
- Developed engaging lesson plans integrating diverse literature and multimedia resources.
- Fostered a collaborative classroom environment encouraging critical thinking and open discussion.
- Assessed student performance through various evaluation methods, providing constructive feedback for improvement.
- Implemented tailored instructional strategies to meet diverse learning needs of students.
- Led curriculum development initiatives aligning with educational standards and student interests.
- Organized extracurricular activities promoting literacy and cultural awareness among students.
Customer Service Associate-Remote
Neiman Marcus
10.2011 - 02.2013
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Assisted customers with product selections, ensuring a personalized shopping experience.
- Managed transactions accurately using POS systems, maintaining financial integrity.
- Implemented feedback mechanisms to improve service delivery and customer satisfaction rates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - English
Southern Illinois University, Edwardsville
Edwardsville, IL05-2014
Bachelor of Science - Communications
Southern Illinois University, Edwardsville
Edwardsville, IL08-1984
Skills
- CRM software
- Customer service
- Active listening
- Goal oriented
- Time management
- Product knowledge
- Conflict resolution
- Problem-solving
Timeline
Customer Experience Associate
Conduent Business Services
02.2024 - 01.2026
In-Class Tutor
Gibson's Educational Services
02.2022 - 12.2022
Long-Term Substitute Teacher
ESS
01.2022 - 02.2024
Contact Tracer
TEKsystems
12.2019 - 12.2021
English Teacher
Vincent Gray High School
09.2013 - 05.2018
Customer Service Associate-Remote
Neiman Marcus
10.2011 - 02.2013
Bachelor of Science - English
Southern Illinois University, Edwardsville
Bachelor of Science - Communications
Southern Illinois University, Edwardsville