Phillip Lively
1719 West Creek Way
Summary
Dynamic Customer Service Representative with a proven track record at USAA, excelling in conflict resolution and active listening. Recognized for enhancing customer satisfaction and consistently exceeding performance metrics. Skilled in problem resolution and data entry, I effectively restore customer confidence and loyalty through empathetic communication and efficient issue handling.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
01.2023 - 04.2024
- 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.
Customer Service Representative
USAA
01.2021 - 04.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Concentrix
06.2020 - 02.2022
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
Education
GED -
Kentucky Education Agency
Louisville, KY06-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Payment processing
- Appointment scheduling
Timeline
Customer Service Representative
Teleperformance USA
01.2023 - 04.2024
Customer Service Representative
USAA
01.2021 - 04.2023
Customer Service Representative
Concentrix
06.2020 - 02.2022
GED -
Kentucky Education Agency