Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

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

13
13
years of professional experience

Work History

Member Service Representative

RxBenefits
Birmingham, AL
09.2024 - Current
  • Delivered exceptional member support through effective communication and problem-solving skills.
  • Assisted members with account inquiries, ensuring accurate information, and timely resolution of issues.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Verified customer identification and documentation for compliant transactions.
  • Expedited customer issue resolution with thorough knowledge of health insurance policies, procedures, and regulations.

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, AL
02.2025

High School Diploma -

Jess Lanier High School
Bessemer, AL
05.2010

Skills

  • Customer account management
  • Payment processing
  • Customer relations
  • Team collaboration
  • Data collection and analysis
  • Customer service excellence
  • Data security measures
  • Performance enhancement
  • Workflow optimization strategies
  • Administrative 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

Member Service Representative

RxBenefits
09.2024 - Current

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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