Phebe Austin

Maintained 100% compliance with state licensing requirements by tracking, updating, and auditing employee certifications and training records. Managed scheduling, documentation, and communication for a multidisciplinary caregiving team while handling confidential patient data in line with HIPAA requirements.

Managed and scheduled appointments, meetings, and travel arrangements, and handled emails and correspondence. Managed e-commerce stores, set up email marketing campaigns, ran social media accounts, and screened potential clients by answering and directing calls.

Managed 70–100 daily inbound and outbound calls, providing accurate information and timely assistance. Resolved customer complaints and diagnosed technical issues to minimize downtime while building client relationships through effective communication.

Managed a team of 7 agents and exceeded monthly performance targets by 30% through targeted coaching and performance reviews. Facilitated coaching sessions and oversaw team workflow while promoting accountability.

Resolved over 1,000 customer inquiries per month with a 95% first-contact resolution rate, exceeding the team average by 10%. Trained new staff on company procedures and handled complaints by actively listening and providing timely resolutions.

Managed the cash register by ensuring accurate transactions and balancing each shift. Resolved customer complaints and handled customer inquiries professionally to support a positive shopping experience.

Earned a Bachelor of Social Science in Communications from Nnamdi Azikiwe University.