Simone Phillips
Raleigh,NC
Summary
Accomplished Customer Service Manager with a proven track record at Publix, enhancing customer satisfaction and loyalty through expert complaint resolution and team leadership. Skilled in Microsoft Office and adept at fostering positive customer relations, I significantly reduced complaints and mentored a team towards excellence in service standards.
Overview
2025
2025
years of professional experience
Work History
Customer Service Manager
Publix
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Teller Supervisor
PNC Bank
11.2024 - Current
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
- Promoted bank's products and services by consistently cross-selling to customers.
- Maintained up-to-date knowledge of banking products and services, empowering team to provide informed recommendations to customers.
Salesperson
Honda
01.2020 - 11.2023
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
- Engaged customers in social conversations to create pleasant and easy shopping experience.
- Coached new hires on sales techniques, contributing to their development as successful team members.
- Contributed to team objectives in fast-paced environment.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated purchase prices and explained sales, warranty, and optional products.
- Cultivated strong relationships with clients, resulting in numerous referrals and repeat customers.
- Answered telephone and email inquiries from potential customers.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Collaborated with finance team to secure optimal financing options for customers, ensuring a seamless purchasing process.
- Boosted customer satisfaction by providing comprehensive information on vehicle features and options.
Car Sales Associate
CarMax
04.2018 - 02.2020
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
- Promoted bank's products and services by consistently cross-selling to customers.
- Maintained up-to-date knowledge of banking products and services, empowering team to provide informed recommendations to customers.
Education
Bachelor's Degree - Accounting And Finance
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Penn Foster Career School
Scranton, PAAssociate Of Business Administration - Management Information Systems
Spelman College
Atlanta, GASkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Cash handling
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Relationship building
- Account management
- Product knowledge
- Call center operations
Accomplishments
Achieved teller of the month recognition-PNC Bank
Timeline
Teller Supervisor
PNC Bank
11.2024 - Current
Salesperson
Honda
01.2020 - 11.2023
Car Sales Associate
CarMax
04.2018 - 02.2020
Customer Service Manager
Publix
Bachelor's Degree - Accounting And Finance
Southern New Hampshire University
High School Diploma -
Penn Foster Career School
Associate Of Business Administration - Management Information Systems
Spelman College
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