Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
Generic

Robert Phiri

Farm 47A, Chilanga, Mapepe, Lusaka

Summary

Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

20
20
years of professional experience

Work History

Global Operations /Client Service Advocate

Bank of America
Greensboro, NC
02.2016 - Current
  • Provided accurate information and solutions to customers regarding their accounts.
  • Maintained up-to-date knowledge of company policies and procedures related to client service.
  • Answered customer inquiries in a timely and professional manner.
  • Processed customer requests for account changes, transfers, and other services.
  • Resolved customer complaints in a prompt and courteous manner.
  • Developed strong relationships with customers through consistent follow-up on inquiries or requests.
  • Identified potential opportunities to improve customer service processes and procedures.
  • Handled escalated calls from clients with professionalism and courtesy.

Financial Services Representative

Verizon Wireless
Franklin, TN
08.2009 - 11.2015
  • Fostered relationships with new and existing customers through excellent customer service skills.
  • Educated customers about different types of products available from the company's portfolio.
  • Provided accurate information regarding fees, commissions, regulations., related to financial services.
  • Processed transactions quickly and accurately in accordance with established procedures.
  • Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services to clients.
  • Established strong and positive working relationships within organization to contribute to team success.
  • Engaged in ongoing training and education to acquire knowledge of financial products and services in changing economic conditions.

Collections Supervisor

Ameican Express
Phoenix, AZ
05.2006 - 08.2009
  • Produced monthly reports detailing progress against established goals for collections activity.
  • Directed collection staff to ensure timely and efficient contact with customers regarding past due accounts.
  • Developed strategies for collecting on delinquent accounts while maintaining customer relations.
  • Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
  • Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.
  • Ensured compliance with all applicable laws, regulations, policies and procedures related to collections activities.
  • Provided guidance and direction to employees on proper collection techniques that adhered to company policy.

Collections Agent

Toyota Lexus Financial Services
Phoenix, AZ
09.2004 - 06.2006
  • Researched customer accounts for any discrepancies or outstanding payments.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip-tracing activities to locate delinquent customers.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Monitored customer accounts for changes in financial status or contact information.
  • Resolved complex issues that arose during the collections process.

Education

Associate of Science - International Business

Forsyth Technical Community College
Winston-salem, NC
05-2024

Supply Chain & Logistics

Volunteer State Community College
Gallatin, TN
12-2014

Associate of Arts -

Greenwich College of Business
Greenwich, London, UK
12-1994

Skills

  • Client Support
  • Customer Support
  • Payment Processing
  • Customer Service
  • Problem Resolution
  • Complex Product Knowledge
  • Customer Relationship Management (CRM)
  • Complaint resolution
  • Transaction Processing
  • Inbound and Outbound Calling
  • Report creation
  • Remote Office Availability
  • Multitasking and Prioritization
  • Data Entry
  • Product and service knowledge
  • Issue and Complaint Resolution
  • Employee Coaching
  • De-Escalation Techniques
  • Understanding Customer Needs
  • Strong Analytical and Problem Solving Skills

Accomplishments

  • Received recognition from senior management for implementing a tool in company procedures tool for employees to follow before they can give or collect information from customers, (Verbatim).
  • Received numerous certificates for outstanding monthly and annual overall performance.

Languages

English
Professional
Spanish
Elementary
Nyanja, Bemba, and some Tonga
Native/ Bilingual

References

References available upon request.

Timeline

Global Operations /Client Service Advocate

Bank of America
02.2016 - Current

Financial Services Representative

Verizon Wireless
08.2009 - 11.2015

Collections Supervisor

Ameican Express
05.2006 - 08.2009

Collections Agent

Toyota Lexus Financial Services
09.2004 - 06.2006

Associate of Science - International Business

Forsyth Technical Community College

Supply Chain & Logistics

Volunteer State Community College

Associate of Arts -

Greenwich College of Business

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Robert Phiri