Philip Freeman Email & Phone Number

Miami, Fl, Us

Miami, Fl, Us

33142, Miami, Florida, United States

Miami, Florida, United States

In this leadership role, I specialize in handling escalations related to fraud detection and technical issues. I assisted in process improvement projects to enhance customer service and satisfaction for the Client. Key responsibilities and achievements include:- Responding to escalations that other agents could not resolve.- Utilizing various tools and resources to handle complex issues and assist other Support Specialists. Including Zendesk.- Tracking project performance and ensuring both short-term and long-term goals were met.- Participating in quality improvement activities, including macro review, quality assurance testing, and reporting.- Acting as a subject matter expert in key areas, effectively actioning improvements through guest communication, process, and training development.My achievements in this role include:- Specializing in detecting fraud and compensation abuse using Forter, Amplitude, and Zendesk.- Assisted in the Development and implementation of fraud detection processes and tracking methods utilizing Excel and proprietary client tools.- Created resources and macros to streamline high-contact inquiries.- Provided expert advice and guidance on technical issues related to the client's app and website.- Collaborated with management on process improvements, presenting weekly statistics on fraudulent activity and its impact.- Served as a subject matter expert, training other agents and conducting refresher courses as needed.- Maintained a high CSAT (Customer Satisfaction Rating) of 65% or higher.

Miami, Fl

The primary function of this role involved responding to guest inquiries using proprietary client tools and Zendesk, and handling specialized ticket escalations from other agents related to technical issues with the client's app and website. My achievements in this role include he following: Answered 80+ tickets daily, ensuring timely and accurate responses.Maintained a Customer Satisfaction (CSAT) score higher than 60%.Created and utilized resources and macros to streamline the resolution process.Collaborated with team members to maintain high standards of guest care.Identified opportunities for process improvements and implemented best practices.

During my tenure as an operations controller, I developed leadership and time management skills through the following day-to-day activities:• Anticipated any impacts to train service and developed efficient recommendations for recovery by managing operational communications across all areas of the company.• Demonstrated leadership skills by holding and maintaining conference calls during service impact events to ensure that station and transportation management teams were all working in unison to reduce service interruption.• Ensured Station leadership upheld appropriate operational standards to guarantee the timeliness and safety of train and passenger services through consistent communication.• Prepared delay, cancellation, and impact reports as well as update passenger and teammate information using data entry skills and software interfaces.• Monitored train operations on dispatch screens, radio channels, and GPS to mitigate impact from unforeseen circumstances.

Miami, Florida, United States

During my Tenure as a Guest Experience agent for Brightline I honed my Conflict Resolution and Customer Service skills by performing the following tasks:• Answering guest inquiries by utilizing the Zendesk Chat, Email, and Phone systems customer service management tool• Attentively resolving grievances before they escalate• De-escalate grievances through thoughtful, understanding communication.In recognition of my Dedication in overcoming challenges and Willingness to learn through a training opportunity, I was promoted to a leadership role as an Operations Center Controller.

West Palm Beach, Florida, United States

As a Conductor Trainee I learned the FRA operating laws as well as the FEC operating rules as it pertains to Brightline and its Train operations.

Miami, Florida, United States

Assisting customers, predominately travel agents, by booking and servicing all Crystal experiences withexcellence through the following methods.• Answered incoming calls to assist with making new bookings and servicing callers with existing bookings.• Utilized Data Entry Skills by Accurately inputting financial information related to bookings and agreements into Crystals Proprietary Software• Collaborate with team members to ensure consistent and accurate data entry procedures while proactively identifying sales opportunities and building strong customer relationships.• Managing a large quantity of information and regularly utilize Outlook, The Cloud and Skype in additionto navigating the Reservations systems

Miami, Florida, United States

During my Short tenure with Conduent I expressed Communication, Data-Entry, and Problem solving skills by perform the following duty's:• assessed calls and determined rather to provide service immediately, transfer, or follow-up for client resolution.• De-escalate grievances through thoughtful, understanding communication.• Demonstrated interpersonal skills by tailoring service provided to the client through active listening.• Performed routine call center activities by answering calls and chats.• Uses standard scripts and established guidelines and under supervision, to meet SLAs.• Utilized Data Entry skills to Update Data basses after gathering all necessary information from the Client

Miami, Florida, United States

As a Fire Rescue Dispatch Trainee I honed my Leadership, Conflict Resolution, Data Entry, and Interpersonal skills through an intense 8 month training program. During which time, I also learned and developed Crisis management and communication skills.

Miami, Florida

During my Tenure as a Security officer for the Conrad Miami Hotel, I demonstrated Leadership, Conflict Resolution, Communication, and Data entry skills by performing the following:• Built Relationships with guests and colleagues to better predict and assist with their needs.• Expressed Leadership skills by taking over as the lead point of contact and representative during emergent situations that occur within the premises.• De-escalated guest and employee grievances by utilizing Conflict Resolution and Interpersonal skills.• Trained Colleagues and Hotel personnel on safety procedures.• Used Data Entry skills for daily written reports and ensured accuracy of all necessary documentation.• Ensured Operational and Safety standards were being upheld by other departments throughout the hotel through direct and consistent communication with leadership teams as well as physical inspections via foot patrols.• Developed a procedure regarding Parcel Delivery to guests and clientele that reduced company liability and loss of revenue.

Miami, Florida, United States

• Welcome guests with a warm smile and a sincere greeting, engaging in conversation when appropriate.• Be attentive and resolve grievances before they escalate.• Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure and special needs services, such as but not limited to, wheelchair assistance.• Be knowledgeable of seating options; take the opportunity to upsell when appropriate.• Provide guests with information on available routes and timetables, platform locations, ticket prices, station offerings, local offerings and train features.• Process credit card transactions for ticket sales, refunds or upgrades.• Provide assistance at the self-service ticketing kiosks when needed.• Anticipate guest needs and share information about each station and the surrounding areas, adapting your communication style to suit a diverse population.

Hialeah, Florida

Supervise traffic flow, parking areas, crowd control at special events and during peak registration periods.Greet the publicIssue passes/parking permits.Direct visitors to their destinationsWrites accurate and complete security reportsMaintain a detailed security log.Makes security rounds of interiors and exteriors of buildings, being alert for fires, prowlers, or trespassers.Operate college vehicles and patrol areas on foot to insure security of building and grounds.Check for signs of forced or otherwise illegal entry of buildings. Report disturbances, irregularities, or suspicious circumstances, which cannot be disposed of immediately. Perform minor clerical tasks such as light typing in the maintenance of activity log when assigned office duty.