IESHIA PHILLIPS
Stone Mountain
Summary
Results-oriented professional with extensive experience in customer relations, administrative support, and technical system management. Demonstrates strong influence, adaptability, and proficiency in leveraging digital tactics and tools. Proven ability to drive adoption of new systems and processes, and build strong relationships in a collaborative environment.
Overview
14
14
years of professional experience
Work History
ECC Billing Specialist
State Farm Mutual Auto Insurance
05.2021 - Current
- Update existing policy information and perform complex policy/account functions
- Refer life events to agents for follow-up and handle advanced policy/account applications
- Utilize independent judgment and critical thinking to ensure compliance and consistency
- Partner with underwriters to address agency concerns and handle producer/broker inquiries
- Coordinate unit workflow, quality audits, and compliance reviews
- Explain complex billing notices and analyze procedural changes
- Assist with the development and training of new procedures and workflows.
CCC Retention Specialist
State Farm Mutual Auto Insurance
05.2021 - Current
- Provide a variety of customer services outside agent hours
- Support privacy requests and facilitate Statefarm.com password recoveries
- Connect customers to roadside assistance and handle initial loss reporting for claims
- Maintain in-depth knowledge of policy programs and handle non-routine transactions.
Customer Service Representative
Verizon Call Center / Alorica
11.2017 - 07.2019
- Answered inbound calls and resolved customer inquiries via multiple channels
- Maintained and updated customer information and processed credit card authorizations
- Resolved and de-escalated issues, escalating when necessary
- Coordinated with other departments to best assist customers and met monthly satisfaction goals
- Scheduled technician visits for unresolved issues.
Sales Associate
Torrid
11.2017 - 06.2019
- Delivered outstanding customer service and addressed payment-related queries
- Managed cash register operations and handled security risks
- Built strong rapport with employees, customers, and representatives
- Trained new employees and assisted in organizing staff meetings
- Communicated with distributors regarding product availability and discrepancies.
Site Director
YMCA
09.2012 - 07.2017
- Achieved company goals while maintaining quality and safety standards
- Promoted the YMCA in the local community and developed positive relationships with stakeholders
- Developed an outreach program for low-income families
- Organized special events and managed peak summer programs
- Managed budgeting processes and provided leadership to branch staff and volunteers.
Front Desk Coordinator
Dynamic 1 Rehab Center
03.2014 - 07.2014
- Greeted patients and demonstrated superior customer service
- Ensured accuracy and integrity of documentation
- Verified insurance information and managed financial responsibilities
- Communicated effectively with staff and management
- Participated in professional development meetings.
Team Member
Regal Atlantic Station Movie Theatre
09.2010 - 04.2014
- Provided administrative support to management and staff
- Answered incoming calls and responded to client inquiries
- Stayed informed about promotions and events.
Education
General Studies -
Clark Atlanta University
High School Diploma -
Southeastern Regional Vocational Tech High School
Skills
- Learning Agility
- Technical Acumen
- Goal Setting
- Influence and Persuasion
- Process Adherence
- Digital Marketing
- Customer Service
- Relationship Building
- Data Analysis and Reporting
- Microsoft Office Suite (Outlook, OneNote, Excel, Word)
Key Qualifications
- Understanding of the insurance industry, competitive environment, and business area needs.
- Familiarity with company operations and agency business practices.
- Knowledge of State Farm marketing systems, digital marketing, product lines, and agent office environments.
- Ability to learn and adopt new systems and processes.
- Strong relationship-building skills and ability to work collaboratively.
- Proficient in Microsoft Office Suite and various technology platforms (e.g., ECRM, ABS, NECHO).
Timeline
ECC Billing Specialist
State Farm Mutual Auto Insurance
05.2021 - Current
CCC Retention Specialist
State Farm Mutual Auto Insurance
05.2021 - Current
Customer Service Representative
Verizon Call Center / Alorica
11.2017 - 07.2019
Sales Associate
Torrid
11.2017 - 06.2019
Front Desk Coordinator
Dynamic 1 Rehab Center
03.2014 - 07.2014
Site Director
YMCA
09.2012 - 07.2017
Team Member
Regal Atlantic Station Movie Theatre
09.2010 - 04.2014
General Studies -
Clark Atlanta University
High School Diploma -
Southeastern Regional Vocational Tech High School
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