Customer Service Social Media
Resume:
Kristy Ann Phillips
Griffin, GA *****
************@*****.***
Professional Summary
Highly skilled customer service professional with a background in customer service. Proficient in delivering exceptional customer service, boost customer experience and facilitate seamless intake processes. Adept at conflict resolution, critical thinking, time management and multitasking. Seeking a customer service position to apply my communication and interpersonal skills, ensuring the delivery of exceptional customer service and support while upholding the integrity of a dynamic organization.
Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Sales & Reservations Agent Ubox Dep.
Uhaul Moving and Storage Contact Center-Remote
September 2023 to Present
• Identifies and confirms the customer’s moving needs and finds needs-based solutions by matching the available products or services with the customer’s needs.
• Recommends new or alternate products and services that might be of interest to the customer, or cross-selling products and services.
• Learn and sell the benefits of doing business with U-Haul.
• Maintains a high level of customer service and satisfaction and demonstrates commitment to quality through positive and upbeat customer interactions. Graphic Artist
Cloud 9 Graphix Designs-Griffin, GA
August 2018 to June 2023
· Developed and managed designs while working closely with other team members and 50+ clients.
· Expertly arranged the pre-press work from artwork to layout for print ensuring 100% accuracy.
· Enhanced 400+ images, layouts, logos, lamination, stamping and embossing to create client’s product.
· Prepared product presentation and templates to 75+ clients while managing and allocating resources amongst 8 team members.
Customer Support Specialist
Cloud 9 Graphix Designs-Griffin, GA
August 2018 to June 2023
· Efficiently responded to 100+ customer inquiries and complaints, maintaining 99% satisfaction rating.
· Trained and managed 9+ entry-level support specialists, achieving 20% team performance improvement.
· Gathered valuable feedback from customers on various social media platforms, contributing to 15% increase in customer retention.
· Updated social media platforms with critical information on 80+ company deals and technical issues. Customer Service Representative (Remote)
U-Haul Moving & Storage-Remote
August 2017 to June 2019
· Provided expert support in handling 120+ escalated account issues, collaborating closely with team and supervisors leading to 95% problem resolution and enhanced customer satisfaction.
· Effectively communicated issues to management and supervisors through daily reports, ensuring transparency and alignment of goals throughout the organization.
· Provided support to 80+ customers daily via email, phone support and company live chat.
· Expertly utilized upselling skills by making sales to 50+ customers for additional moving supplies. Customer Service Representative/Cashier
Walmart Superstore-South Point, OH
March 2015 to October 2015
· Contributed to 65% of daily sales by actively processing payments and packaging customers goods.
· Efficiently handled an average of 50+ daily customer inquiries and complaints, maintaining a 98% inquiry resolution rate.
· Interacted with 500+ customers physically and provided exceptional customer service while explaining goods and services to them and upselling products.
· Demonstrated strong leadership in customer retention efforts, contributing to a 90% customer retention rate.
Customer Service Representative (Remote)
U-Haul Moving & Storage-Remote
January 2014 to March 2015
· Achieved 95% customer satisfaction ratings by making customer reservations for moving trucks and trailers.
· Responded to all customer inquiries in a timely manner regarding vehicle updates and reservations and resolved all issues following company protocol.
· Demonstrated problem-solving skills in resolving 50+ customer concerns, effectively connecting them to appropriate solutions and ensuring overall satisfaction.
· Provided recommendations to customers while gathering and evaluating customer feedback, exceeding satisfaction goals by 60%.
Customer Service Representative (Remote)
Convergys-Remote
July 2012 to July 2013
· Achieved 97% customer satisfaction ratings by helping customers with their accounts.
· Responded to all customer inquiries in a timely manner regarding Adding of new services on their accounts.
· Responded to all customer incoming calls in a timely manner regarding Adding of new services, technical support, and payments for their accounts.
· Demonstrated problem-solving skills in resolving 50+ customer concerns, effectively connecting them to appropriate solutions and ensuring overall satisfaction.
· Provided recommendations to customers for new programming while gathering and evaluating customer feedback, exceeding satisfaction goals by 75%. Education
High School Diploma
James Madison High School - Norcross, GA
Skills
• Adaptability
• Communication skills
• Detail-oriented (10+ years)
• Inbound/Outbound Calls (10+ years)
• Troubleshooting
• Patience (10+ years)
• Computer skills
• Windows
• Communication & Interpersonal Skills (10+ years)
• Zoom (1 year)
• Recruiting
• Positive Attitude (10+ years)
• Client Satisfaction
• Problem-Solving
• Multitasking
• MS Teams
• Telephony
• iOS
• Cold calling
• Customer Retention
• Team Collaboration
• Customer retention
• Sales (10+ years)
• Customer Support (10+ years)
• Time management
• Active Listening
• Telemarketing (10+ years)
• Outbound sales
• Account management
• Continuous improvement
• Technical Proficiency
• Upselling
• Cold Calling (7 years)
• Technical support
• Empathy (10+ years)
• Clerical experience
• Conflict Resolution
• Product Knowledge
• Mobile devices (9 years)
• Typing
• Inside sales
• Hospitality (10+ years)
• Critical Thinking
• Technical Support
• Organizational Skills
• Order fulfillment
• Customer Service (10+ years)
• Live chat
• Upselling & Cross-selling
• Change Management
• Negotiation
• Microsoft Word
• Order entry
• Client Relationship Building
• Cash register (10+ years)
• Assembly
• Microsoft Office
• Training & Coaching
• Customer service
• Cash handling
Certifications and Licenses
Driver's License
February 2012 to February 2027
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