Michael Phillips Email & Phone Number

Mexico City Area, Mexico

Richardson Texas

As a Bilingual Customer Care Representative II I was tasked with working primarily in our westregion (CA,OR,AZ, WA). I would receive 50+ calls a day in our corporate operational setting. I wouldreceive calls of customers needing to setup hazards and non-hazardous waste pick-ups. I was alsoresponsible for understanding and upholding all environmental protection agency (EPA) guidelines atthe state level. Also, I communicated with our field operations via phone and email of what I found tokeep everyone In the loop.At times I would be tasked with taking calls of other states in the US including Puerto Rico and wouldhave stay updated with any charges. I would do all this while providing outstanding customer serviceboth in English and Spanish.Also, I was called upon daily to work closely with our executives and owners to work on high profilecases and they would empower me to do what needs to be done within the guidelines to get a complex cases resolved.

Hawaiian Islands

As a Social Media specialist at T-Mobile, I'm part of an elite corporate public facing team that isempowered to do what is right for the customer. Customers reach out for a lot of reasons but are notlimited to; poor customer service experiences either on the phone or in store. legal reasons, technicalissues.I interact with several customers at a time on Twitter and Facebook. We also are public figures on ourpages we're we use our first and last names to build a personal connection with the customer. We'rethe highest level of customer service in the entire company, and we report to senior level leadershipand the CEO.I am responsible for owning the case from start to finish. I worked and partner with different specialtyteams to get a case resolve while always keeping the customer in the loop and providing the highestlevel of customer service.

Allen Texas

As a IHD, Tech I at Frontier Communications I am responsible for taking 30+ calls a day and resolvingcomplex issues in a in-bound corporate call center environment for both business and residentialcustomers. I troubleshoot Fiber Optics and DSL Fiber Voice and Video for 29 states. I am part of ateam that first resolution is paramount and we will not rest until and issue and customer Experienceis completed. I also have to trouble shoot PPPoE and DHCP protocols. I also am responsible to testmy work at the end to ensure that it has been resolved. I also take calls in Spanish. I fix and teachcustomers via the phone and take them along the process in return customers feel empowered when itthe issue is fixed

Mission, Texas

As specialist in the technical care department at T-Mobile being the highest level of support I handlecomplex issues and escalation for our customers in an in-bound corporate call-center environment.I used various system to check coverage, troubleshoot with customers via the phone, order workorders for the field engineers to resolve the customers issues in a prompt manner. Also i have theempowerment to directly work with many cross-fictional departments and groups to ensure theconcern was corrected on the first interaction.Also I come up with M&P's for my team and deploy them to real time be able to share best practiceswith them to improve the customers experience from start to finish. I collect the data and then sharethe results with leadership as well.

Frisco, Texas

As Technical Care Representative at T-Mobile I was responsible for handling 70 to 80 calls a daywhile using many systems to troubleshoot and resolve handset and servers issues and overage andcoverage issues while providing world class customer services. I would work with local leadership intraining department and help create documents for new hires and train and serve as a subject matterexpert (SME) for the handsets and systems.

Dallas/Fort Worth Area

As an Quality Analyst (QA) I was responsible for 800 agents in two difference sites. I would reviewrecord and live calls of my assigned agents and make sure they are adhering to the companyguidelines and processes. After reviewing the and scoring the call i would provide the feedback to myagents and coach to the behaviors both successes and opportunities.Lead training classes and create technical documents, also roll out new methods and procedures to theproduction floor. Server has subject matter expert (SME) for the site and collect the data and work withleadership and create reports. Weekly calibration with local leadership and answer any questions they might arise

Associate'S Degree, International Business

High School Diploma, General Studies