DIEDRE PHILLIPS

**** ******** ***** *********, ******** 64034 816-***-**** ac4ldf@r.postjobfree.com

OBJECTIVE

A customer service management position in which acquired expertise, creative talents, and commitment to excellence will have valuable application.

QUALIFICATIONS

Results-driven professional with over 18 years global inbound/outbound call-center management experience in training, development and customer service in high-volume domestic operations. Skilled as internal consultant in analyzing existing operations and implementing the strategies, processes and technologies to improve productivity and efficiency. Expert in facilitating change in a workforce to support organization operating, financial and quality objectives. Expertise in:

●Customer Relations

●Policy/Procedure Development

●Productivity/Process Improvement

●Team Building/Staff Training/Development

●Business Systems Implementation

●Strategic Planning

●Service Quality

EXPERIENCE

Customer Service Representative New Directions Behavioral Health June 2016 to January 2018

New Directions Behavioral Health is a company that is contracted with Florida Blue Cross Blue Shield to manage their Behavioral Health benefits. As a customer service representative, I assist the members with their behavioral health benefits and can help them locate providers and facilities that will be covered under their plan. Provider offices also contact us to get benefits for their patients, so they know how to bill them correctly and what benefits they have with their Blue Cross plan. Assisted with claims as well for members and provider offices

Account Manager January 1997 to February 2016 AT&T

●Card Operations. - Assist customers by phone with calling card needs, ordering, and dialing instructions.

●NCAC - Assist customers by phone with issues regarding billing, calling cards, calling plans for long distance service.

●ECARE - Assist customers via email and sometimes by phone with account inquiries such as calling plans, enrolling and accessing account information online, processing web orders.

●Associate Instructor – Facilitate continuation and initial training for fellow Account Representatives. Prepare Job Aids.

●Inside Wire – Assist customers with trouble shooting for no dial tone issues. Perform MLT and dispatch technicians as appropriate.

●Inside Wire CSS – assisting peers with questions regarding accounts and processes. Customer Call Escalations.

●AMAP Completed the AMAP qualification testing and interview. Completed approximately January of 2003. Qualified to apply for management positions as they become available.

●All Distance CSS – Assist peers with questions regarding accounts and processes regarding All-Distance Service, process Web Orders and customer call escalations, and credit scoring customers.

●Email Center of Excellence – Assist Small Business customers in the Southwest and West regions with billing and payment questions, and plans and services.

Data Transcriber 1990-1997

Internal Revenue Service

●Coded payments for processing.

●Entered information from consumer tax documents such as 1040 and 1040EZ into the Internal Revenue Database.

EDUCATION

Longview Community College, 1990-1991

Penn Valley Community College, 1988-1989

University of Kansas, 1987 –1988

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