Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Diamond Phillips

Newport News

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Dental Customer Service Representative

IBEX Global
Hampton
11.2022 - 06.2025
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries via phone, email, and chat.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.

Customer Service Representative

Maximus Call Center
Newport News
05.2020 - 11.2022
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved customer complaints promptly and efficiently.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Maintained client confidentiality according to HIPAA regulations at all times.

Customer Service Representative Team Lead

T-Mobile Corporation
Chesapeake City
07.2018 - 05.2020
  • Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
  • Implemented coaching techniques to help employees reach their full potential.
  • Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
  • Provided guidance and support to Customer Service Representatives on a daily basis.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Trained newly hired Customer Service Representatives on company policies, procedures and protocols.

Education

Associate of Science - Health Care Administration

Bryant & Stratton College
NY
08-2025

High School Diploma -

Heritage High School
Newport News, VA
06-2018

Skills

  • HIPAA compliance
  • Problem resolution
  • Customer service
  • Data management
  • Team leadership
  • Communication skills
  • Process improvement
  • Administrative support
  • Recordkeeping strengths
  • Call center experience
  • Microsoft Office Suite
  • CRM software
  • Data entry
  • Inbound and outbound calling
  • Documentation
  • 50 WPM typing speed

Languages

English
Native/ Bilingual
Spanish
Limited

Certification

  • HIPAA training certificate
  • Call center customer service certificate
  • Certified customer service professional

Timeline

Dental Customer Service Representative

IBEX Global
11.2022 - 06.2025

Customer Service Representative

Maximus Call Center
05.2020 - 11.2022

Customer Service Representative Team Lead

T-Mobile Corporation
07.2018 - 05.2020

Associate of Science - Health Care Administration

Bryant & Stratton College

High School Diploma -

Heritage High School

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Diamond Phillips