Latasha Phillips Email and Phone Number

The first point of contact for ABB customers, providing internal and external customer support such as technical assistance, order and payment related assistance, forwarding supplier offers, coordinate with relevant resources, and create more business opportunities for ABB.Recommend appropriate solutions for customer requests and coordinate with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.Monitor the status of orders, ensuring that inquiries are resolved and ensuring a positive customer experience.Assist the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.Initiate customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.

Answered phones and greeted clients warmly.Handled inquiries and incoming work requests.Reviewed files and records to answer requests for information.Checked and distributed documents and correspondence.Received, sorted, and distributed incoming documents.Maintained filing systems.Compiled records of office activities.Photocopied, scanned, and faxed office related documents.Send and received emails pertaining to office related duties.Prepared and sent outgoing mail and packages.Typed documents and correspondences.Checked and entered data.Updated and maintained databases.Coordinated workflow.

Guided wireless care representative’s behavior and motivated team members to positively impact team performance, including but not limited to quality and attendance.Performed administrative duties including analyzing daily KPI reports and other time keeping activities.Promoted and participated in activities that assisted in retention and recruited for open positions.Conducted counseling sessions for disciplinary or performance issues.Attended meetings, held regular team meetings, maintained monthly team bulletin boards and various other communication tools.

Monitored RTA to ensure all customer service representatives are on the phones during their scheduled phone hours.Monitored breaks, lunches, sick calls and tardiness. Enter in all real-time exceptions.Assisted Workforce Analyst in routing, recruitment of overtime, and offering of other exceptions when authorized.Answered all inside line phone calls at the queue desk in a timely and courteous manner, approved/disapproved breaks for customer service representatives.

First point of escalation to troubleshoot customer-reported problems.Supported, motivated and assisted Wireless Care Representatives with their job performance and goals.Ensured the smooth activity and productivity of the call center floor.

Ensured all procedures and day to day operations were accurately prepared and met to deliver outstanding guest service and financial profitability.Ensured rooms and services were correctly accounted, used the point-of-sale system, handled money, processed credit and debit cards, accepted and recorded various forms of payment, converted foreign currency, made change and processed gift certificates and cards.

Scheduled pick-ups, ordered shipping supplies, tracked packages, and communicated with other FedEx department heads to consistently provide the ultimate customer experience.