Phaedra Pagan
Columbus,GA
Summary
Results-driven customer service professional with over 6 years of experience delivering exceptional service and resolving inquiries in fast-paced environments. Demonstrated ability to build strong customer relationships and provide effective solutions for customer satisfaction. Skilled in handling high-volume calls and efficiently resolving complex issues with professionalism. Possess strong communication, problem-solving, and conflict resolution skills, dedicated to exceeding customer expectations and contributing to organizational success.
Overview
9
9
years of professional experience
Work History
Package Handler
FedEx
06.2023 - Current
- Assembled, sealed, and loaded packages into correct trucks.
- Followed verbal and written instructions to properly move and ship products.
- Followed safety regulations to maintain safe work environment.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Used hand-held scanners and physical logs to accurately track item movements.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments over 5,000 without compromising on quality or timeliness.
Consultant Service Representative
Progressive
11.2022 - 06.2023
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 75 customers each day.
Customer Solutions Representative
Aflac
01.2022 - 11.2022
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Compiled and maintained client records to monitor health insurance policies and premiums paid.
- Provided prompt and courteous customer support via phone and email, maintaining an average customer satisfaction rating of 95%
- Utilized CRM software to manage customer interactions and maintain accurate records of all customer communications and transactions
- Employed multi-tasking skills to listen to callers, reiterate what was said and double-check constructed caption concurrently.
Assistant Manager
Men's Wearhouse
08.2019 - 07.2021
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed an average of 50 to 75 customers per day
Assistant Teacher
Growing Room Childcare Development Center
02.2018 - 07.2019
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Completed daily reports, meal count sheets, and attendance logs.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Monitored 10 to 15 students per day
Customer Service Associate
Men's Wearhouse
05.2016 - 06.2018
- Delivered exceptional customer service, ensuring client satisfaction by prioritizing their needs and providing tailored assistance
- Demonstrated meticulous attention to detail and organizational proficiency, effectively balancing multiple projects and responsibilities
- Handled daily cash transactions with integrity, accurately managing an average of $2,000.
- Increased revenue by cross-selling and upselling products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
William Henry Shaw High School
Columbus, GA05.2014
Skills
- Critical thinking
- Customer service
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Products
- Customer relationship management (CRM)
- De-escalation techniques
Timeline
Package Handler
FedEx
06.2023 - Current
Consultant Service Representative
Progressive
11.2022 - 06.2023
Customer Solutions Representative
Aflac
01.2022 - 11.2022
Assistant Manager
Men's Wearhouse
08.2019 - 07.2021
Assistant Teacher
Growing Room Childcare Development Center
02.2018 - 07.2019
Customer Service Associate
Men's Wearhouse
05.2016 - 06.2018
High School Diploma -
William Henry Shaw High School
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