Customer Service Manager
Resume:
BRANDIE PHILLIPS
********.*******@*****.***
A management professional with broad analytical and employee engagement experience. Diverse background which includes training and development, project management and compliance auditing/reporting. Proven leadership and communication skills with varied experiences used to create a motivated, high performing staff, while increasing efficiency and innovation.
EXPERIENCE
SEPTEMBER 2019 – JULY 2022
CUSTOMER SERVICE MANAGER, Willis towers Watson
• Administration of performance management by diagnosing improvement opportunities, providing effective feedback, training, professional development, and corrective action.
• Leading workflow distribution and floor management to ensure service levels are consistently met and resolve complex called out client concerns and disputes.
• Leading both in person and virtual based teams of 20+ employees.
• Proficient use of IBM Cognos, Confluence, Microsoft 365 and Adobe.
• Assisting with the creation and maintenance of departmental Confluence engagement pages.
• Creating visual design to amplify and encourage employee participation and successful understanding of company policies and procedures.
JULY 2018 – SEPTEMBER 2019
CUSTOMER SERVICE REPRESENTATIVE, Willis towers Watson
• Assisting Medicare eligible retirees with open enrollment inquiries, speaking with insurance carriers and resolving client issues.
• Funding trained to assist with HRA accounts.
• Listening to assist with difficult situations such as grievances and other concerns.
• Using problem solving skills, patience, and kindness to provide exceptional service and solutions.
SKILLS
Administrative & Business Operations (10+ years)
Operations Management (4 years)
Confluence, JIRA, Cognos, SharePoint
Microsoft 365
Leadership and Communication
Training and Visual Design
Innovative Employee Engagement Strategies
Varied experience resulting in a motivated, high performing and efficient staff.
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