Brianna Phillips
Decatur
Summary
Dynamic Customer Support Specialist with proven success at Globe Telecom, enhancing client satisfaction through exceptional problem-solving and active listening. Skilled in CRM software and conflict resolution, I consistently delivered outstanding service, leading to increased customer loyalty and repeat business. Adaptable and highly professional, I thrive in fast-paced environments.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Globe Telecom
11.2023 - 01.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
Work From Home Agent
Nextech
06.2020 - 02.2023
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
- Provided personalized assistance to customers, boosting overall satisfaction and retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Sales Representative
DivvyHQ
08.2016 - 02.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Customer Service Representative
NexRep
04.2014 - 03.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Grant High School
Dry Prong, LA05-2013
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Live chat support
- Active listening
- Sales support
- Customer response
- Multitasking and organization
- Customer service excellence
- Adaptability and flexibility
- Verbal and written communication
- Email communication
- Remote support tools
- Attention to detail
- Microsoft windows and office
- Customer service
- Email management
- Online chat support
- Customer service expert
- Customer communication and empathy
- Support services
- Call center operations
- Friendly and patient
- Highly professional
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Software
Excellent
Timeline
Customer Support Specialist
Globe Telecom
11.2023 - 01.2025
Work From Home Agent
Nextech
06.2020 - 02.2023
Sales Representative
DivvyHQ
08.2016 - 02.2018
Customer Service Representative
NexRep
04.2014 - 03.2015
High School Diploma -
Grant High School
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