Philip K. Hill

**** ******* **** **

Ft Worth, Texas 76179

Home 817-***-****

abkvwp@r.postjobfree.com

OBJECTIVE: Seeking a position to utilize my skills, knowledge and

experience in a challenging role that will contribute to the

success of your organization.

SKILLS: (6 years management experience in many areas

( Strong written and verbal communication skills

( Microsoft Word, Excel, Access, Outlook, MS Office/ Louts

Notes

( Strong analytical/problem-solving skills.

( Excellent communication and organizational skills

( Able to prioritize and manage multiple tasks to meet

deadlines

( Maintain database

SUMMARY OF EXPERIENCE:

Customer Support Specialist

Fidelity Investments, Westlake, TX October 2008-

present

Assist customers with 401k plans by providing options for investing and

processing loans and withdrawals. Assist with online site, answering

questions about investment options and providing them with guidelines of

their plan. Follow up with customers with concerns and changes that are

made, research problems that may occur with plans.

Helpdesk Lead

IntegraSys, Irving, TX November 2006- August

2008

Provide coaching and leadership to Level 1 & 2 helpdesk agents. Handle

escalated calls request and handling client's computer problems for our

software. Assist end users with browser problems and settings that will

allow our application to function. Researching and troubleshooting new and

known issues, and supplying end users information for software to function

correctly. Follow up on remedy tickets and make sure that agents are

working tickets in a timely manner. Manage workflow by distributing

incoming requests. Handling and overseeing the process to ensure timely and

accurate responses are delivered. Work with cross-functional teams to

implement new clients, as well as provide support in managing the process

for existing customers. Perform call coaching; including monitoring and

evaluating contracts, delivering results to customer support personnel and

coaching for success.

Operation Supervisor

HCA, Bedford, TX October 2005-October 2006

Supervise HMO customer service unit working with different insurance

companies on billing issues and contact patients for updated information.

Monitor calls for quality and do quality review with individuals to make

sure that all guidelines are followed to provide the best customer service.

Assist with goal setting for the representative and manage their success

with their goals. Establish appropriate staffing needs, interview and hire

new employees, as well as terminating and train new hires. Work closely

with representative to help established a work plan to help with team

stats. Coordinate activities within the unit to help with the growth of the

company.

Operation Site Manager

Lanier Service, Irvin, TX July 2004-September 2005

Responsible for mailroom, shipping and receiving, receptionist operations

within four different work sites. Establish work plans and appropriate

staffing needs for different projects as assigned, as well as directing and

coordinating all activities within projects ensuring that all projects

progress on schedule and within defined budgets and handle payroll issues

maintain vacation time for employees. Assist with client issues with

packages and mail tracing.

Customer Service Representative

Citigroup, Irving, TX September 2000 to July 2004

Providing quality customer service to credit cardholders, by assisting them

with their credit card needs. Utilizing my problem solving skills to get

accurate information to meet all the customers concerns. Provide online

service for customers that handle accounts online, and send back responses

to customers that email their complaints.

Postal Supervisor

U.S. Navy Aug 1992 to May 2000 Active Duty

May 2000 to June 2005 Active

Reserve

Operate and maintain mailroom aboard USS Kennedy. Duties included

supervision and training of assigned personnel, processing all incoming and

outgoing mail and parcels. Responsible for inventory and supply

requisitioning. Performed monthly audits (money & supplies). Heavy

customer service contact. Insured quality and proficiency of personnel.

Assist mail facilities on other vessels to maintain quality standards.

Maintain database of over 5,000 service members has well as help maintain

their benefits. Duties also include manage flight schedule for mail be

airlifted from ship and prepare airlift bill for mail to be put on

commercial flight when over seas. Maintain safety procedures for mail

handling on board ship as well as off the ship. Work with aircraft pilots

with load plans and flight planning for over seas flight activity.

Education:

North Lake College Irving, TX

Tyler Jr College Tyler, TX

Northwood University Fort Worth, TX

Coursework: Management Information Systems

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