SHAKEIA PHILLIPS
Carenero,LA
Summary
Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
Overview
13
13
years of professional experience
Work History
Call Center Supervisor
At&T
10.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Take customer calls and complete service orders
- Understand customer needs and recommend appropriate products and rate plans
- Process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction
- Assists customers effectively by solving customer disputes
- Discusses products offered and ensures customer satisfaction
Delivery Driver
DNA Logistics LLC
02.2022 - 12.2024
- Following all traffic laws, DOT regulations and best practices for safety when delivering items
- Communicating with dispatchers, drivers and other team members to make deliveries
- Meeting delivery deadlines and following assigned delivery routes
- Performing basic truck maintenance, such as refueling, doing visual inspections, and reporting potential issues
- Preparing, loading, and unloading the delivery vehicle
- Providing exceptional customer service and obtaining client or customer signatures when needed
- Completing any paperwork related to the deliveries and completing reports as required
- Using additional equipment, such as forklifts, hand trucks and dollies, as needed
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Front Desk Receptionist
Rosewood Assistant Living
09.2019 - 05.2023
- Greet all visitors to the nursing home, answering questions and guiding them to proper location
- Organize transportation for patients needed to keep appointments at outside facilities
- Design pamphlets and documents regarding nursing home information for potential residents
- Perform clerical duties such as copying, faxing, emailing, etc
- Sort and organize incoming mail daily
- Process paperwork for new residents, communicating with family, doctor, insurance company, etc
- Train new Nursing Home Receptionists in all aspects of the job
Call Center Lead
J&J Exterminating
09.2019 - 10.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
- Resolved over 80 customers issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management
- Responded to customer requests for products, services, and company information
Collection Specialist
Acceptance Now
02.2014 - 06.2019
- Monitor accounts to identify outstanding debts
- Find and contact clients to ask about their overdue payments
- Take actions to encourage timely debt payments
- Process payments and refunds
- Resolve billing and customer credit issues
- Update account status records and collection efforts
- Report on collection activity and accounts receivable status
- Set up new accounts
Assistant Manager
Murphy Oil
06.2013 - 02.2014
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Earned management trust by serving as assistant, responsible for opening and closing store
- Communicated with vendors regarding backorder availability, future inventory, and special orders
- Counted cash drawers and made bank deposits
- Interviewed job candidates and made staffing decisions
- Assigned employees to specific duties to best meet the needs of the store
Customer Service Rep, Retailer
Advance Communications, At&T
01.2012 - 03.2013
- Counted cash drawers and made bank deposits
- Examined merchandise to verify that it was correctly priced and displayed
- Planned budgets and authorized payments and merchandise returns
- Organized private mailbox system using mailbox manager software
- Reported to the district manager regarding all store and staff issues
- Organized store merchandise racks by size, style, and color
- Answered customer questions regarding store merchandise, department information and pricing
- Completed stock orders and managed inventory levels
- Earned management trust by serving as key holder, responsible for opening and closing store
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Phoenix, Az12-2024
Associate of Arts - Criminal Justice
South Louisiana Community College
Lafayette, LA05.2022
High School Diploma -
Carville Job Corps Center
Carville, LA05.2010
Skills
- Delivery Coordination
- Courteous and Professional
- Reliable and Punctual
- Microsoft Office Suite
- Multi-Line Phone Systems
- Multitasking and Prioritization
- Positive Attitude and Energetic
- Verbal and Written Communication
- Customer Service-Oriented
- Documentation and Reporting
Timeline
Delivery Driver
DNA Logistics LLC
02.2022 - 12.2024
Call Center Supervisor
At&T
10.2021 - Current
Front Desk Receptionist
Rosewood Assistant Living
09.2019 - 05.2023
Call Center Lead
J&J Exterminating
09.2019 - 10.2022
Collection Specialist
Acceptance Now
02.2014 - 06.2019
Assistant Manager
Murphy Oil
06.2013 - 02.2014
Customer Service Rep, Retailer
Advance Communications, At&T
01.2012 - 03.2013
Associate of Arts - Criminal Justice
South Louisiana Community College
Bachelor of Science - Criminal Justice
University of Phoenix
High School Diploma -
Carville Job Corps Center
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