PHILLIP BRUCE RIDGDILL

**** ********* ***, ************, ** 32205

904-***-**** - aczeq3@r.postjobfree.com

PROFESSIONAL SUMMARY

Highly experienced Customer Service and Sales Professional providing outstanding customer and team support in a demanding call center environment. Proven track record of exceptional leadership and building relationships to increase repeat business and promote sales. Extraordinary knowledge of call center dynamics using problem solving, negotiation and communication skills.

PROFESSIONAL EXPERIENCE

INCOMM Jacksonville, FL Jan 2015-Sep 2015

Customer Service Agent

* Answer inbound service calls related to financial service cards

* Provide timely, accurate and courteous responses to customer questions or balances,

transactions, declines and activations

* Educate customers on benefits of cards

* Handle complex customers issues on a recurring basis, research concerns and appropriately

document accounts

BRITISH AIRWAYS Jacksonville, FL Aug 2001 - Dec 2013

Customer Service Agent

*Specialized in assisting members with booking flights and regulating personal and household accounts

* Effectively evaluated guest needs and identified products that best fit guest's requests

* Provided sales quotes for all products within the loyalty program and correctly creating accurate reservations

* Achieved Million Dollar Club twice, selling over a million dollars in revenue in year

* Consistently expedited all matters within set call handling times

* Effectively responded to each customer contact with courtesy and professionalism resulting in

first call resolution and increased customer satisfaction

CONVERGYS Jacksonville, FL 1995-2001 AT&T Digital Broadband/CLAIROL

Team Supervisor

* Managed and provided support and development for team of 20-25 customer service representatives

* Coached team to consistently achieve revenue, productivity, quality assurance and service targets

* Mentored staff through feedback, continual training and performance reviews

* Handled escalated issues using investigative, problem solving and negotiating skills

* Selected to oversee the implementation of operational procedures, processes and quality standards

* Identified underperforming members of team and established action plans to improve me

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