Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Samanica Phillips

Glen Burnie

Summary

Detail-oriented and highly professional Customer Service and Data Entry Specialist with a proven track record of delivering exceptional service and maintaining data integrity through meticulous validation and reporting. Expertise in utilizing Microsoft Office applications to streamline operations and enhance productivity, combined with strong collaborative skills that adapt seamlessly to evolving team dynamics. Proficient in managing multi-line phone systems and scheduling, ensuring a welcoming environment that fosters positive client interactions. Committed to enhancing front desk efficiency and elevating client satisfaction through reliable and organized support.

Overview

14
14
years of professional experience

Work History

Customer Service & Loan Assistant

Activus Connect
01.2021 - Current
  • Resolved customer loan problems through research and loan agreements for completeness and accuracy.
  • Completed calls and followed scripts to maintain good call control.
  • Entered and updated customer data to create and modify account information.
  • Provided excellent customer service Inbound & Outbound Calls.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers paying attention to special needs or wants.
  • Assisted customers with payment arrangements on past due accounts.
  • Answered questions and concerns for small business grants and loans.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Child Youth Program Assistant

Youth Development Center, Ernie Pyle
09.2014 - 12.2020
  • Established safe playing environments for the children.
  • Encouraged good behaviors using the positive reinforcement method.
  • Dressed infants and toddlers and changed their diapers.
  • Communicated openly with children's parents about daily activities and behaviors.
  • Monitored each student's educational progress with individualized charts and files.
  • Prepared healthy meals and snacks, following preferred diets approved by parents.
  • Delivered high level of care, assistance and supervision to children in compliance with organization's rules and policies.
  • Boosted parent satisfaction through consistent communication regarding their child''s progress and achievements.
  • Communicated effectively with children, fellow staff members and parents by utilizing active listening and interpersonal skills.
  • Developed strong relationships with parents by providing timely feedback on their child's progress while addressing any concerns promptly.
  • Developed and implemented fun, educational activities for children of varying ages.
  • Managed classroom materials and resources effectively, maintaining an organized space conducive to learning.
  • Monitored children''s behavior and intervened when necessary, ensuring a respectful learning atmosphere.
  • Created list of needed supplies and materials for activities.
  • Provided parents and guardians with written weekly progress reports for each child.

Guest Service Representative

Simon Property Group
10.2013 - 09.2014
  • Reviewed new employee's transactions and coached and trained for improvement.
  • Answered an average 20 calls per day by addressing customer inquiries, and solving problems and providing new product information.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Trained junior team members in customer service strategies and property policies.
  • Set and managed policies for concierge services and guest relations.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Processed guest payments and provided accurate change.
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Fostered positive atmosphere, greeting guests warmly upon arrival.
  • Provided recommendations to guests on local attractions and dining, enriching their stay.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Implemented guest feedback system to gather insights for service improvements.
  • Improved team efficiency with thorough training on customer service protocols.

Senior Receptionist

Primary Healthcare
06.2011 - 09.2014
  • Resolved guest and staff issues independently by using strong organizational conflict management and decision-making abilities.
  • Answered telephone calls to provide information, take messages and set up appointments.
  • Supported the work of office staff by providing skilled clerical assistance.
  • Managed incoming and outgoing mail and deliveries to support efficient office operations.
  • Trained, Developed & Mentored new employees, and developed strategies to see constant growth.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
  • Implemented an organized filing system for both physical and electronic documents, resulting in improved accessibility of information.

Education

High School Diploma -

Meade Senior High School
Laurel, MD
06.2012

Skills

  • Customer service Specialist
  • Call escalation
  • Microsoft Office
  • Insurance billing
  • Appointment Scheduling
  • Eligibility Determination
  • Administrative Support
  • Quality Assurance
  • Researching Data entry
  • Attention to detail
  • Inbound and Outbound Calling
  • Insurance verifying
  • Clerical Skills
  • Issue Resolution
  • Time management
  • Listening skills
  • Telephone etiquette
  • Data entry
  • Scheduling appointments
  • Office organization
  • File organization
  • Front office management
  • Filing
  • Administrative support
  • Document management

Languages

English
Native or Bilingual

Timeline

Customer Service & Loan Assistant

Activus Connect
01.2021 - Current

Child Youth Program Assistant

Youth Development Center, Ernie Pyle
09.2014 - 12.2020

Guest Service Representative

Simon Property Group
10.2013 - 09.2014

Senior Receptionist

Primary Healthcare
06.2011 - 09.2014

High School Diploma -

Meade Senior High School

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Samanica Phillips