Summary
Overview
Work History
Education
Skills
Certification
Timeline
ACTIVITIES
Generic

Shonda Phillips

Fayetteville,AR

Summary

Customer service professional with proven track record in delivering high-quality interactions and resolving client concerns efficiently. Known for collaborative team efforts and adaptability in dynamic environments. Skilled in resolving complex issues and tailoring solutions to meet unique client needs. Demonstrated ability in effective communication and empathy, ensuring positive customer experiences.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Experience Representative

JB Hunt Transportation ICS
09.2022 - Current
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Established a positive work environment that encouraged collaboration and teamwork among staff.
  • Assisted in the development of new policies and procedures that aimed at exceeding customer expectations consistently across all touchpoints.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service while documenting interactions in internal database.
  • Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building. Developed strong relationships with clients, fostering a sense of trust and reliability. Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
  • Trained new personnel regarding company operations, policies and services. Reduced process inconsistencies and effectively trained team members on best practices and protocols. Cross-trained and provided backup support for organizational leadership.

Office Assistant

Gail Segers and Betsy Finocchi Law Office
05.2020 - Current
  • Customer/Client service, notary, prepare court documents, multi-tasking, attention to detail/organization, answer multi-phone system, maintaining detailed files, keep office clean and tidy, and other administrative duties.

Office Assistant

Southern Storage
05.2020 - 09.2022
  • Customer service, multi-tasking, time management, attention to detail/organization, answer multi-phone system, determine individual’s needs. Completing Lease Contracts for new tenants, unit transfers, keeping up with leads/reservations, unit availability weekly/monthly, file audits for accuracy. Maintain tenant accounts, reserving U-Haul, completing rentals, cleaning units and U-Haul trucks, keeping accurate file notes and communicating with the office manager.

Office Assistant

Uncle Tank’s Self Storage
02.2020 - 06.2021
  • Customer service, multi-tasking, time management, attention to detail/organization, answer multi-phone system, determine individual’s needs. Completing Lease Contracts for new tenants, unit transfers, keeping up with leads/reservations, unit availability weekly/monthly, file audits for accuracy. Maintain tenant accounts, reserving U-Haul, completing rentals, cleaning units and U-Haul trucks, keeping accurate file notes and communicating with the office manager.

Teacher

EOA of Washington County Children’s Services
07.2014 - 01.2020
  • Worked with toddlers ages 16 months-3 years of age that suffered trauma, neglect, and severe adverse early childhood circumstances. Ran a therapeutical & educational classroom and managed toddlers with an array of behaviors and emotions. Completed court papers, and other paperwork/documentation of students and their families. “Person In Charge” under the Center Director Worked directly with DHS, police, lawyers’, and various therapists to meet the needs of students and families.
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.

Education

Associate of Arts - Arts and Sciences

Northwest Arkansas Community College
Bentonville, AR
01.2011

Mixology -

Arkansas Professional Bartending School of Chicago
Chicago, IL
04.2005

Skills

  • Attention to detail
  • Self-starter / Independent
  • Multi-task / Organized
  • Database management
  • Confidentiality
  • Written & verbal communication
  • Strong interpersonal skills
  • Client advocacy
  • Trend monitoring
  • Experience optimization
  • Teamwork and collaboration
  • Problem-solving skills
  • Calm and professional under pressure
  • Reliability
  • Understanding customer needs
  • Customer service excellence
  • Shipping and receiving
  • Active listening and Emotional intelligence
  • Adaptability and flexibility
  • Decision-making
  • Customer Relationship building and Management
  • Conflict resolution and De-escalation techniques
  • Market awareness
  • Professionalism
  • Shipping procedures
  • Time management abilities
  • Order fulfillment
  • Policies and procedures adherence
  • Cultural sensitivity

Certification

Emergency Medical Responder

Stop the Bleed


Timeline

Customer Experience Representative

JB Hunt Transportation ICS
09.2022 - Current

Office Assistant

Gail Segers and Betsy Finocchi Law Office
05.2020 - Current

Office Assistant

Southern Storage
05.2020 - 09.2022

Office Assistant

Uncle Tank’s Self Storage
02.2020 - 06.2021

Teacher

EOA of Washington County Children’s Services
07.2014 - 01.2020

Associate of Arts - Arts and Sciences

Northwest Arkansas Community College

Mixology -

Arkansas Professional Bartending School of Chicago

ACTIVITIES

  • Volunteering
  • -Summer Salsa Fundraising Committee 2016-2019
  • -Chuan Fa America Arkansas Fundraising Committee 2019-2022
  • -Fayetteville Animal Shelter 2019-2020

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Shonda Phillips