Phillip Christian
Tea
Summary
Agile and adaptable team leader with stellar management history, motivational approach and upbeat nature. Skilled in training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Escalations Analyst
Wells Fargo
07.2020 - 05.2024
- Responded to inquiries from callers seeking information.
- Drafted professional letters to customers
- Checked documentation for accuracy and validity on updated systems.
- Responded to requests for information from various individuals by providing documents.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Interacted with customers by phone and email to provide information.
- Worked closely with multiple departments to type, edit and format letters with accurate and informative information.
- Alerted customers about specific account issues, updates and changes to account information.
- Assisted other team members with questions
2nd Assistant Manager
Culvers
01.2017 - 05.2022
- Monitored employee performance and developed improvement plans.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Coached team on effective upselling and cross-selling methods.
- Trained team members in successful strategies to meet operational and sales targets.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Collections Representative
Premier Bankcard
06.2015 - 01.2017
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and contracts on accounts.
Education
High School Diploma -
Tea Area High School
Tea, SD05.2013
Skills
- Recruiting and interviewing
- Issue resolution
- Cost Control
- Staff Management
- Employee scheduling
- Training
- Financial Management
- Payment arrangements
- Great phone demeanor
- Negotiation
- Multi-line phone systems
- Team Player
- Bookkeeping
Certification
- ServSafe
Timeline
Senior Escalations Analyst
Wells Fargo
07.2020 - 05.2024
2nd Assistant Manager
Culvers
01.2017 - 05.2022
Collections Representative
Premier Bankcard
06.2015 - 01.2017
High School Diploma -
Tea Area High School
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