Phill Waller Email & Phone Number

Tampa, Florida, United States

• Managing operations, sales, inventory, and web content for customer service.
• Creating instruction manuals, troubleshooting guides, reference material for training.
• Working with factories on product development for new items.
• Conflict resolution specialist.

Marietta, GA

• Dual role team member that assists both the office and warehouse to help streamline productivity
• Process orders by sorting packing slips, bill of ladings, shipping labels
• Assign tracking numbers to LTL shipments and call freight line carriers daily to schedule picks ups
• Confirm all orders of full units and spare parts gets picked up daily by all carriers
• Coordinate all Atlanta deliveries with local drivers
• Provide a spreadsheet of tracking numbers to account managers by 3pm daily to update retailers before the close of business

Omaha, NE

• Recruited by owner to assist with daily operations of start-up company
• Reported directly to Vice President
• Managed customer service, inventory, and overseeing warehouse operations
• Reviewed, revised and approved final product instructions and packaging designs for the factory
• Inspected returned goods for quality control issues to make packaging design improvements
• Created and reviewed open order reports to ensure daily shipping and invoicing completion

Forest Park, IL

• Managed product lifecycle from prototype (testing stage) to sales (product copy/content) to returns (analysis)
• Worked with product development, sales and customer service teams to relay critical product information
• Tested prototypes in different environments/modes, documented problems with functionality and provided feedback to Product Development team, created guidelines for information required on instruction manual
• Created, managed and updated product listings, categories and brands on website
• Reviewed third party product advertising copy for accuracy and consistency; reported issues back to Sales team
• Analyzed returned goods for quality control issues that needed to be communicated back to factories

Douglasville, GA

• Set up new customer service office
• Trained a team of 9 agents on software, product knowledge, troubleshooting skills, and conflict resolution
• Used order importing/exporting software to decrease processing times and increase productivity
• Created all necessary troubleshooting guides, instructions, reference manuals, “how to” videos
• Maintained website content and organized all server files for everyone to access easily
• Liaised with CS reps from other companies to resolve issues for their customers

Cebu, Philippines

• Provided month long intensive product/procedure training for 3rd party CS team of 7 agents
• Increased agents product knowledge, order accuracy by 30%, and improved conflict resolution
• Training directly resulted in a 45% decrease in call times and improved overall experience for customers

Khon Kaen, Thailand

• Set up new customer service office and created standard operating procedures
• Recruited fluent English speaking staff and trained a team of 7 agents
• Created all necessary troubleshooting guides, instructions, reference manuals
• Created training guides and procedures for individual product types

St. Petersburg, FL

• Set up new customer service office and created standard operating procedures
• Trained a team of 5 agents on software, product knowledge, troubleshooting skills, and conflict resolution
• Created all necessary troubleshooting guides, instructions, reference manuals, “how to” videos
• Created a database of all products, parts, and FAQ’s
• Organized all server files for everyone to access info easily