La Donne D. Phillips
Professional Work Experience
HSD/Phone Support Tier III October 2007-Present
Time Warner Cable/Spectrum, Irving, Texas
Operate computerized systems to record data, make corrections or complete required follow up. Activate new accounts; Upgrade, downgrade, transfer and reconnect service. Answer basic billing questions (such as non-pays) and process payments. Respond to customer inquiries of a technical nature which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Responsible for providing quality technical support to customers; installation and service personnel, who are experiencing problems using the company’s products. Advanced technical knowledge of the company’s products and services. Assess needs and make suggestions to promote alternative products or services. Sell our services and features to meet defined sales objectives. Apply company technical support policies and procedures to resolve routine issues. Knowledge of all functions and related tasks in customer service.
Network experience in a centralized repair/troubleshooting/testing environment, or in a dispatch environment that included answering telephones, logging events, providing technical support and repair coordination. Ability to work well under pressure and remain calm and professional through stressful or ambiguous situations to objectively interpret information. Able to work independently to resolve customer inquiries, problems, or complaints. Ability to adapt communication styles and interact well with a large and diverse group of employees and customers to complete tasks. Previous experience working with multiple software applications. Computer networking knowledge and terminology including knowledge of Microsoft and MAC Operating Systems at the end user level. Conducted personalized tours for new employees as part of the orientation program. Reputed as an expert trouble-shooter. Surpassed colleagues' performances. frequently serving up to 80 customers daily in a high-pressure bank environment where customers inquiries where often protracted and time consuming.
Customer Account Executive (CAE) August 2005-August 2006
Com cast Cable, Irving, Texas
Enthusiastically represented the company by professionally greeting customers. Promptly answered customer calls to reflect professional corporate image while reviewing and analyzing billing statements, correcting billing statements when problems arose Appropriately credit accounts as needed. Transfer to appropriate departments to resolve issues.
Sprint PCS Manager March 2002-September 2005
Sprint, Dallas, Texas
Responsible for building, scheduling, training and development of sales teams for multiple retail locations. Planed, directed, supervised, and evaluated workflow processes, ensuring highest levels of customer service, accuracy and time compliance. Acted as Project Manager for outsides sales events and outbound marketing to achieve and maximize sales goals. Surpassed company sales on average of 20% each month. Improved unit ranking to second in the region and eighth out of 548 nationwide. Responsible for inventory controls and loss prevention. Engineered and implemented shrink program which reduced shrink to .02%. Established and maintained effective business relationships with external and internal customers, in an effort to improve communications between customers and company. Additional responsibilities included but were not limited to; cash handling and reporting, accounts payable and receivable, risk management, daily, weekly, and monthly reports.
Customer Service Representative September 2001-March 2002 Sprint, Dallas, Texas
Provided a high level of customer service and customer relations based on effective communication and interpersonal skills, reviewed and analyze billing statements, made correction to billing statements with an eye to complaint resolution. Issued appropriate credit to accounts as needed. Transfer to help desk or appropriate departments to facilitate problem resolution. Explained incentive programs and promotions to customers so they would have a better understanding the billing system. Accept payments, change plans, and advise customers of the appropriate plans that best fit their individual needs.
Trouble Specialist Representative September 2000-September 2001 Sprint, Ft. Worth, Texas
Assess customers’ needs with their equipment and fix the problem or direct the customer where they need to take the equipment to have the issue resolved or tested. Resolved problems for customers relating to billing problems; account activation, account changes, technical problems surrounding call completion difficulties and equipment features. Provided post-sales support including rate plans, data management and additional features.
Account Services Advocate October 1998-September 2000 America Online, Oklahoma City, Oklahoma
Make direct contact with customer for problem resolution. Review and analyze billing statements, make correction to billing statements when problems arise. Gave appropriate credit on accounts when credit needed to be applied to accounts. Transfer to appropriate departments to get the problem solved. Explain the plans and promotions to customers so they have a better understanding of how the billing system works. Take payments, change plans, and advise customers of the best plans that fit their individual needs to ensure that they are on the plan that best suits their usage to ensure customer satisfaction and customer retention.
customer loyalty, help desk, service quality, field service operation, call center
G.E.D Oklahoma City, OK February 1987 customer retention, customer needs assess
Central Texas College Killeen, TX August 1987-May 1988
Computer Science FORTRAN, Basic Computer, Intro to computer
Microsoft Office Suite, Adobe Photo shop, Unix operating system, C++. Windows NT, Outlook, Windows 7,8, and 10.P2k, ACTIVIEW, RIO, Nyroc, Unified, ACSR, issue Trak, Gnoc ticket, Remedy ticket, Panorama, Event rack, Call tracker, C360, OMSE, Port PS, Neustar, Targus, Emprix, OKM, CPNI.
Top 10% Advance Repair Agent 2008-2017, Time Warner Cable Winner Circle Sales Excellence 2012 (trip to Jamaica), Advance Repair Customer Account Specialist 2010-2012.