SASHA PHILLIPS
Bessemer,Alabama
Summary
Astute Contact Center Specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
12
12
years of professional experience
Work History
Contact Center Specialist
Legacy Community Federal Credit Union
05.2023 - Current
- Strengthens customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Maintains high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Establishes rapport with new clients to increase satisfaction and loyalty.
- Manages over 150 high volumes calls daily, while maintaining professional demeanor under pressure.
- Handles various accounting transactions.
- Answers customer telephone calls promptly to avoid on-hold wait times.
Security Forces
United States Air Force Reserves
05.2012 - Current
- Responsible for supervising 25 military personnel qualifying for weapon handling.
- Completed rigorous training programs in defensive tactics, firearms proficiency, and first aid to enhance skill set and job performance.
- Conducts training on proper weapon handling and use
- Conducts investigations for on-base incidents, interviewed witnesses and arrested suspects.
- Guard launch facilities, security installations and personnel
- Utilizes sound judgement when making critical, time-sensitive decisions.
- Provides exceptional customer service to visitors, answering questions about facility rules and regulations.
Account Representative
Portfolio Recovery Associates
07.2017 - 03.2023
- Established relationships with customers to encourage payment of delinquent accounts.
- Located over 125 overdue accounts daily and solicited payment in compliance with fair debt collection practices.
- Reduced customer complaints with proactive communication and timely resolutions.
- Worked with customer to create debt repayment plan based on current financial condition.
- Maintained detailed records of customer interactions, ensuring accurate tracking of account history.
- Navigated complex billing systems to generate invoices and resolve discrepancies quickly.
Operational Supervisor
United Parcel Service
08.2013 - 07.2017
- Assisted drivers with customer information, and also managing load schedules.
- Followed procedures concerning overages, shortages and damages
- Trained and supervised daily activities of over 30 package handlers and clerks, ensuring all assigned duties were completed
- Recorded and adjusted employees hourly pay as needed.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Reinforced company values through leading by example, maintaining integrity while achieving business objectives.
Education
Associate of Science -
Jefferson State Community College
Hoover, AL02.2025
High School Diploma -
Jess Lanier High School
Bessemer, AL05.2010
Skills
- Customer Account Management
- Payment Processing
- Customer Relations
- Teamwork and Collaboration
- Data Collection
- Customer Service
- Data Security and Validation
- Performance Improvement
- Workflow Optimization
- Administration and Operations
Awards
- Air Reserve Forces Meritorious Medal, awarded for commendable behavior, efficiency, and reliability. (2015)
- Top Performer, awarded for consistently embracing company's values, and outstanding work. ( 2018)
Timeline
Contact Center Specialist
Legacy Community Federal Credit Union
05.2023 - Current
Account Representative
Portfolio Recovery Associates
07.2017 - 03.2023
Operational Supervisor
United Parcel Service
08.2013 - 07.2017
Security Forces
United States Air Force Reserves
05.2012 - Current
Associate of Science -
Jefferson State Community College
High School Diploma -
Jess Lanier High School
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