Damon Phillips

***** **** **

Victorville, CA ***92

909-***-****

Objective

Looking for a position in a challenging, structured and growth-oriented organization. An organization that offers diverse job responsibilities and commitment to the employees while encouraging teamwork. I provide exceptional communication, analytical skills and have the ability to think critically and solve complex problems.

Experience

2004 – Present American Honda Motor, Co. Chino, CA

Automobile Customer Service

Process invoices for reimbursements for the accounting department

Provide import/Export customer service as backup assistance for Import/Export department

Answer high volume incoming calls

Answer customer general questions and concerns

Properly dispatch cases to the appropriate case management team for review of customer’s concerns and follow up

Explained policies and procedures as needed to assure customer satisfaction

Documented case sensitive information to assist case mangers reviewing the case

Proactive Customer Relations Manager (PCRM)

Utilize independent judgment and empowerment to resolve issues as an advocate for both American Honda Motor, Co. and the customers

Collaborate with District Parts & Service Managers to address pre-mediation cases and vehicle concerns by being thorough as well as completing detailed case research

Maintained consistent individual high success rate and customer relations surveys

Proactively made outbound calls to ensure customer satisfaction as a result of poor survey scores

Technology Support Representative

Assist Honda/Acura customers and dealers with in-car vehicle functions such as audio and navigation systems, Bluetooth connectivity, Smartphone applications, cellular interoperability and other vehicle infotainment systems

Support customers and dealer with issues related to Honda/Acura mobile applications

Assist customer with radio codes not found in AHM’s database

Collect, and repot on, in-car new model technology infotainment and telematics issues raised by customers and dealers

Support and diagnose for OTA or Wi-Fi updates to vehicle infotainment issues

Resolve infotainment issues to prevent buy-backs from customers, dealers and/or dealer personnel

Update Technology support 3 day report and distribute the report to required parties

Monitor cases over 3 days for reporting

Days untouched reports

Update Tech Aux daily report

Support Escalations

Support inbound agents with any questions they may have

Monitor Center Vu reports for AUX/After call times, Available time & Personal time

Initail Quality Survey Outreach (IQS)

Contact 100% of customers with initial quality concerns on their MY17 Vehicles

Gather data from PQS tool, iSky, ClaraBridge reports, OnePack and social media on all MY2017 Honda and Acura Vehicles

Provide dealership liaison assistance as necessary to increase brand loyalty

Increase customer product knowledge of their new vehicle showing consumer support beyond the dealership

Identify opportunities for improvement of initial quality

Educate customers on user interfaces of MY17 Vehicles

Analyze customer concerns based on vehicle models

Report emerging trends based on consumer feedback

Provide voice of the consumer directly to American Honda Shareholders

Attend My17 One Pack meetings

Agent Administration, Case handling, reporting, dashboard analytics

Workforce Management

Monitor and manage phone, email, chat, and back office service level objectives by analyzing real time volume and associate behavior / performance in a high-volume call center

Monitor and manage call center workload allocation objectives by adjusting associate skill priorities within the applicable center

Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet Service Level and workload allocation objectives

Creating forecast scenarios using actual volume / Average handle time to determine the number of staff required to meet service level objectives.

Monitor agent real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management

Update daily agent’s schedule with various segments / exceptions

Adjust agent's breaks, lunches, and schedules to help during peak periods of the day.

Works closely with management to ensure their reporting needs are satisfied

Oversees creation and maintenance of agent level schedules and reporting.

Education

1994 – 1996 Chaffey College Alta Loma, CA

1997 – 1999 Computer Education Institute Riverside, CA

2012 – 2014 San Bernardino Valley College San Bernardino, CA

Skills

40 WPM

CRRS, CMS

Strong organizational skills

Excellent analytical skills

Problem solving and interpersonal skills

Ability to prioritize, work in a fast paced environment, multi-task, work under time constraints and deadlines.

Exemplary interpersonal communications (written and oral)

Microsoft Office, Outlook, Excel, Word, PowerPoint

Windows

Lotus 123

WordPerfect 6.1

Experienced internet usage

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