Michelle Phillips
Fort Wayne
Summary
Proven leader in customer service and training at American Electric Power, AEP, adept at resolving high-stress situations and enhancing customer loyalty through empathetic engagement. Excelled in task delegation and critical thinking, significantly contributing to team success and operational efficiency. Demonstrated exceptional problem-solving abilities and attention to detail, ensuring high client satisfaction and repeat business.
Overview
18
18
years of professional experience
Work History
Customer Service Representative Trainer
American Electric Power, AEP
02.2022 - 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Refund Specialists
Shared Services Center
02.2019 - 02.2022
- Followed up on denied and unpaid claims to resolve problems and obtain payments.
- Compiled department-specific reports to help senior managers identify trends and improve progress.
- Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
- Delivered timely information to insurance representatives to resolve common and complex issues.
Retirement Processors
Lincoln Financial Field
10.2019 - 01.2022
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
- Received and reviewed incoming documents and materials.
- Provided outstanding customer service by promptly addressing inquiries and resolving issues.
- Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.
Registration Clerk
Professional Emergency Physicians
11.2005 - 08.2008
- Completed registration paperwork, verifying accurate patient information.
- Answered patient questions and inquiries regarding registration process and documentation.
- Managed high call volumes while accurately scheduling appointments and directing calls to appropriate departments as needed.
- Entered patient information into payment system accurately for billing purposes.
- Assisted patients with questions or concerns about their appointments, addressing any issues promptly and professionally.
Education
License - Cosmetology
Ravenscroft Beauty College
Fort Wayne, IN06.1997
Skills
- Task delegation
- Call monitoring
- Coaching techniques
- Feedback delivery
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Critical thinking
Timeline
Customer Service Representative Trainer
American Electric Power, AEP
02.2022 - 04.2024
Retirement Processors
Lincoln Financial Field
10.2019 - 01.2022
Refund Specialists
Shared Services Center
02.2019 - 02.2022
Registration Clerk
Professional Emergency Physicians
11.2005 - 08.2008
License - Cosmetology
Ravenscroft Beauty College
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