Customer Service Team Manager

Holly Phillips

469-***-**** ********@*****.***

Work Experience

CNS Associate - Amazon.com VCS - April 2019 to Current

Consumer/Amazon Business Acting Team Manager (August 2022 – June 2023)

Consumer Acting Team Manager (March 2020 - October 2020)

Effectively managed and coached a team of 25+ members who started at 64% RAP ending at 92% RAP within a 2 month timeframe.

Above the bar ratings for Connections in Q1 to Q2 with between 95% favorable to 100% favorable week over week.

Administered weekly and monthly reviews for metrics to direct reports to set clear and measurable goals, action plans and follow-up procedures

Cross-trained in 4 different OU’s with existing employees of 31 agents from Retail, Amazon Business, Account Change and Amazon Locker to maximize team agility and performance on goals that were set by upper management.

Met standard deliverables in guidance with the Consumer Ops Rigor

Stepped up as a Training Specialist during the New Hire Training Pilot and successfully trained 38 agents in the consumer space within a 3 month window.

Prepared a missed call report on a weekly basis that was sent to all AB L4+ leadership to improve productivity metrics for VCS-US site.

US-VCS Site POC Smile Stories PEAK'22: drove team participation, sourced 4 featured in DBR's and submitted 9 total to the global selection process.

Full Time Customer Service Associate – April 2019 to Current

Consistently surpasses monthly Quality and Efficiency goals by 20% versus goal

Supported US Primary and Canada customers in NA Retail via phone, and chat based contact channels

Proficient with CSC based tools (Knowledge Center) as well as Amazon Help Pages, Amazon Wiki and SIM Ticketing.

Customer Service Associate - Roquemore & Roquemore Garland, TX; 10/ 2017 to 04/ 2019

Regularly investigate customers on client-based need and assisted with collections of delinquent accounts 60+ days past due

Verified Insurance policies

Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment

Review ISO reports to assist in Asset Recovery analysis

Minimized loss by negotiating payment terms directly with clients, consistently achieving 50% recovery rate.

Deep working knowledge of Lexis Nexus, Accurint, and internet sites

Customer Representative - Home Zone Furniture Mesquite, TX – 09/ 2015 to 04/l 2017

Top Sales Associate with a Goal of $500,000 a year which I achieved

Increased customer retention by 35% between Jan. 2016 – March 2016

Network Follow Up Program owner and facilitator leading 25 stores in customer retention with a 61% improvement after the first 6 months

Achieved Top 6% in Network from over 1500 employees in 15 States.

Education

Ashford University - B.S. Applied Behavioral Science & Psychology

San Diego, CA - Graduated with Honors 2016 GPA: 3.85, Dean's List Honoree

Career Highlights

Launched and owned Employee Development Program with 50% Promotion rate after first run with 20 employees which provided competitive analysis to make recommendations for future company growth.

Launched and owned Customer Retention training program across district, supporting 25 stores with 50+ employees which increased employee retention by 35% after the first 6 months

Cross-sold services at a rate of 35%, upgrading customers to different plans and product packages which added $35,000 in revenue for the company in 1 year.

Met monthly sales goals for 10 months straight with Home Zone Furniture.

Received 25 “exceeds expectations” ratings on performance reviews at First Cash Advance and Home Zone Furniture.

Performed competitive analysis to make recommendations for future company growth.

Awarded Top Sales Employee at Home Zone Furniture in 2016

2022 Amazon Thrive Leadership Program Graduate

Highly effective people leader, with 23 years experience leading teams and delivering results in a fast paced, and often ambiguous environment. Excellent communication, time management, quality control and attention to detail. I can adapt to changes quickly and I am ready for the next challenge in my career path.

Skills

Adaptability

Problem-solving

Conflict & escalation resolution

Amazon Team Manager Trained

LIATC Trained

Peer Leader

Strategic planning

Stakeholder management

POS Systems

Customer and employee retention

Adult learning facilitation

Consulting

Time management

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