Octavia Phillips
Summary
Results-driven professional with over 7 years of experience in customer service, team leadership, and training coordination. Proven ability to lead teams, manage multiple projects, and deliver high-quality service in fast-paced environments. Skilled in stakeholder collaboration, data analysis, and process improvement. Adept at using Microsoft 365 and various enterprise systems to support training and operational goals.
Overview
10
10
years of professional experience
Work History
Southern Company Gas
Customer Verification / CSR II
Riverdale
09.2019 - Current
- Lead the coordination of customer verification processes, ensuring accuracy through internal and external data sources.
- Delivered frontline support via phone and email, resolving complex customer issues efficiently.
- Documented interactions in CIS systems, maintaining compliance with company standards.
- Collaborated with cross-functional teams to improve service delivery and training processes.
- Acted as a key contributor in IT-led SharePoint issue resolution, and served as a contingency agent for emergency response teams.
TSYS
Fraud Analyst
McDonough
11.2017 - 09.2019
- Investigated flagged transactions, and recommended account closures to mitigate risk.
- Communicated effectively with customers and internal teams to resolve fraud-related concerns.
- Maintained detailed records and reports to support compliance and training initiatives.
Teleperformance
Supervisor / Senior Lead Advisor / Tech Support
Remote
07.2015 - 11.2017
- Supervised and coached a team of advisors, enhancing performance through regular feedback and development plans.
- Managed scheduling, attendance, and performance documentation.
- Delivered technical support and training to end users, improving resolution times, and customer satisfaction.
- Served as Lead Floor Support, and coordinated emergency response efforts.
Education
Bachelor of Science - Information Technology
Strayer University
12.2020
Skills
- Team leadership and coaching
- Training coordination and delivery
- Project and time management
- Customer engagement and support
- Data analysis and reporting
- Microsoft 365 (Excel, Word, PowerPoint, Teams)
- Learning management systems (LMS)
- Conflict resolution and problem solving
- CIS applications (Avaya, GMCA, CC&B, GIS portal, Verint, NICE/IEX)
- Google Drive
- Workday
- Accurint
Accomplishments
- Spearheaded SharePoint duplication issue resolution with IT.
- Recognized for leadership as acting Lead Floor Support.
- Supported onboarding and training of new team members across multiple roles.
Timeline
Southern Company Gas
Customer Verification / CSR II
09.2019 - Current
TSYS
Fraud Analyst
11.2017 - 09.2019
Teleperformance
Supervisor / Senior Lead Advisor / Tech Support
07.2015 - 11.2017
Bachelor of Science - Information Technology
Strayer University
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