Markita Phillips
Columbus
Summary
Results-driven Customer Care Specialist with a proven track record in managing high-volume cases. Expertise in critical thinking, problem-solving, and time management, consistently ensuring customer satisfaction and timely resolutions.
Overview
16
16
years of professional experience
Work History
Sr Customer Care Specialist
Aflac
12.2018 - Current
- Managed 50-80 active customer cases daily, ensuring timely resolution and accurate documentation.
- Provided empathetic support for sensitive situations while maintaining confidentiality.
- Reviewed, updated, and maintained case files in internal systems.
- Educated agents and policyholders on policies, timelines, and required documentation
- Ensured adherence to strict SLA deadlines and compliance standards.
CSR
TSYS
01.2013 - 11.2018
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed account adjustments, ensuring compliance with company policies and procedures.
- Provided training and mentorship to new team members, enhancing overall team performance.
- Implemented process improvements that increased customer satisfaction and reduced resolution time.
- Executed payment processing operations to ensure timely transactions.
Help Desk Support Specialist
St. Francis Hospital
01.2010 - 09.2012
- Resolved technical issues for end-users via phone, email, and ticketing system.
- Provided training and support for new software applications to staff members.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Streamlined troubleshooting processes, reducing resolution times for common issues.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
Education
Bachelor of Science - Computer Information Systems
Columbus State University
Columbus, Georgia, GASkills
- Exceptional written and verbal communication
- Multitasking and organization
- Customer satisfaction measurement
- Time and caseload management
- Problem Solving
- Critical Thinking
Timeline
Sr Customer Care Specialist
Aflac
12.2018 - Current
CSR
TSYS
01.2013 - 11.2018
Help Desk Support Specialist
St. Francis Hospital
01.2010 - 09.2012
Bachelor of Science - Computer Information Systems
Columbus State University