Cherish Philogene

Cherish Philogene ________________________________________________________________ Monchy Road La Feuillet, Saint Lucia-- Objective:To obtain a challenging position with a stable firm that would fully utilize my experience, while encouraging career development. Core Skills:Microsoft Excel, Microsoft Word, OneNote, SharePoint, Salesforce, Outlook, ConnecZ, Skype for business, Cisco Softphone, Lync, SnagIt, Mobile Pass, Rumba Experience 02/2013-12/2018State FarmRichardson, TX Virtual Executive Assistant, Customer Service, Underwriting Assistant, Underwriting Team Lead •Worked with 4 Field Executives to complete monthly expense reports, budgeting, Promotional Tracking Reports (PTR), Reportable Compensation Reports (RCR), Monthly Mileage reports, event planning including Banquet Event Orders (BEO) and Contracts. •Sent birthday/anniversary cards and emails, managed, organized and color coded each executives email box, contact lists, and distribution lists, input contact and follow up information into Salesforce weekly, tracked event invite responses and completed necessary follow ups, scheduled travel arrangements including flights, hotels, and rental cars. Processed equipment and supply orders. •Worked closely with the managers of the three teams that I oversaw to monitor team members’ adherence to Standard work processing, and quality. Assisted management with monthly side by side reviews of team members. Provided follow up reports with the strengths and areas of improvement needed through SWAT analysis to upper management and the team members upon completion of side by side reviews. •Answered team member questions regarding processes and complex items from an assigned mailbox, utilized the quantity and subjects of the questions to determine what additional training and assistance was needed, updater process guides and procedural manuals. •Provided tips and pointers for processing proficiency in a weekly newsletter to the team members as a Subject Matter Expert. •Responded to agent and policyholder questions regarding policy billing and processing procedures, processed payments, updated credit card information, set up automatic payments, changed payment dates, postponed/suspended payments, issued refunds for overpayments and discontinued service, researched and verified claims checks. •Process high volume policy changes using guidelines and procedures that comply with state laws. •Manufactured a position as team researcher to assist peers with question and to keep them abreast of upcoming changes to policy, procedures, and legal regulations. - Safelite Auto Glass Chandler, AZ Sales •Used professional communication etiquette and listening skills to answer a variety of inbound sales calls, effectively and compassionately guiding customers and scheduling appointments. •Communicated appropriately in both a scripted and non-scripted environment, with the ability to have an impromptu and authentic conversation that builds rapport by focusing on each customer's specific needs. •Maintained professional composure when actively asking customers for the sale or negotiating the price. •Received accolades for maintaining status on the leader board for sales retention. -West At Home, LLC (Currently known as Alorica) Maricopa, AZ Remote Customer Service/Sales Representative •Received incoming calls regarding HSN, Pro Flowers, Omaha Steaks, Toys “R” Us, Best Buy, and Shari’s Berries contracts. •Updated Customer information, sold products, checked order status, troubleshot order mishaps, processed payments, adjusted auto-pay dates, advised of rewards balances based on the different programs within the assigned companies and provided options for redemption. •Provided information on additional relative products to the customers as upsells. -Afni Normal, IL Collections/Escalations Representative •Received incoming calls for Verizon Wireless and DirecTV regarding billing, disconnection, restart of service, past due payments, and Pay Per View Orders •Updated Customer information, changed rate plans, troubleshot technical issues, processed payments, adjusted auto-pay dates, processed overrides for service restarts as a 2nd tier Escalations Representative •Handled disgruntled customers bringing resolution to their issues as an Escalations Representative -Maximus Child Support Enforcement Atlanta, GA Customer Service/Collections Representative •Received incoming calls for the state of Georgia Child Support Enforcement division regarding payment status, arrearage, case status, case application, payments, and legal actions •Updated Customer information, processed payments, researched missing payments, calculated arrearage, addressed and refunded overpayments. •Informed of impending court proceedings, tax levies, and driver’s license suspensions, processed federal income withholding orders Certifications Teaching English as a Foreign Language (TEFL) Education University of the People – Business Administration Major Illinois State University – Accounting Major References Available upon request Volunteer/Charitable Projects: Rise and Shine Learning Center - Volunteered as an advocate for parents of exceptional students with disabilities such as autism, blindness, paraplegic, the gifted, etc… I attended doctor’s appointments, school meetings, and counseling sessions with the parents to assist them on the road to providing the best care for their children. Church for the nations- Volunteered with the homeless ministry providing care for the homeless as well as refugees. We provided clothing, food, and toys for the adults and children of these families.