Courtney Nicole Phillips QA Team Lead

IT Service Desk Team Lead

Abercrombie Fitch Co

Oct 2022 - Current (3 years 10 months)

Lead a team of Service Desk Analysts and provide guidance and support to ensure timely resolution of incidents and requests Work with stakeholders across the organization to gather requirements and develop technical solutions that meet business needs Manage and maintain IT service management tools and systems, ensuring proper documentation and escalation procedures are followed Provide ongoing training and development opportunities for the Service Desk team, keeping them up-to-date with the latest technologies and best practices Collaborate with other IT teams to identify areas for improvement in IT service delivery and implement strategies for continuous improvement Participate in incident management and root cause analysis activities to i

Call Center QA Lead

Abercrombie & Fitch

Aug 2020 - Current (6 years)

- Work closely with leadership and supervisors to identify and document internal opportunities while making policy/process recommendations to support the development of call center partners - Use quality assurance results to provide actionable information to suggest enhancements for existing training materials while serving as a point of contact for front-line agents Investigate customer complaints - Contribute to the coaching, development, and performance improvements across customer service agents by evaluating the quality of selected interactions against department standards for accuracy, Work closely with leadership and supervisors to identify and document internal opportunities while making policy/process recommendations to support th

CX/QA Lead

Abercrombie Fitch Co

Aug 2020 - Oct 2022 (2 years 3 months)

Fostered positive relationships with team members through effective communication, training, and coaching for their professional development Collaborated with leadership to identify internal opportunities and developed strategies to support external partners and stakeholders in implementing solutions Used quality assurance data to drive improvements in user experience, serving as a point of contact for other team members Investigated and addressed customer needs through solution design, focusing on ensuring customer satisfaction using an omni-channel CRM Worked closely with supervisors to identify revenue drivers and design solutions to support growth Evaluated the quality of interactions against industry standards for accuracy and efficien

CX Designer Specialist

Abercrombie Fitch Co

Oct 2018 - Aug 2020 (1 year 11 months)

• Designed and conducted user experience (UX) interviews with 15 stakeholders, capturing qualitative and quantitative customer data, identified customer needs and generated customer insights to recommend for product improvements. • Enabled an increase in user engagement and conversions in the CX Designer platform. Suggested product improvements that resulted in a 10% reduction in customer service inquiries. • Executed changes based on insights to reduce onboarding process time by 25%. • Mitigated CX issues while providing best options on a case by case basis and advocated for quality assurance to increase service handle time and CSAT surveys. • Evaluated customer product reviews to map feedback back to product features and properly address

Dawson Contractor

Abercrombie & Fitch

Oct 2018 - Aug 2020 (1 year 11 months)

- Assisted customers with order issues while explaining sales and policies guidelines in a consise and digestable way - Avocated for quality assurance suggestions to leadership to increase service and CSAT scores Executed offline duties related to customer product reviews & social media engagement Maintained a QA average of 98% and CSAT score above goal at 87% steadil Assisted customers with order issues while explaining sales and policies guidelines in a consise and digestable way Avocated for quality assurance suggestions to leadership to increase service and CSAT scores Executed offline duties related to customer product reviews & social media engagement Maintained a QA average of 98% and CSAT score above goal at 87% steadily

C

Wardrobe Dresser

Cirque du Soleil

Feb 2016 - Jan 2018 (2 years)

- Assisted performers with their costumes before and during performances in a timely fashion Performed emergency repairs on costumes and costume-related items to ensure longeveity Managed multiple tasks before and during show times to complete daily

Wardrobe and Backstage Technician

Cirque du Soleil Entertainment Group

Feb 2016 - Sep 2018 (2 years 8 months)

• Toured 11 mega cities, assisting with the construction and finish of a variety of types of costumes using traditional dressmaking techniques, unique/specialty techniques, and hand stitching. • Worked with a team of costume professionals including Drapers, Milliners and Craftspeople to construct and repair costumes using industrial techniques. • Assisted costume team with construction solutions, inventory, and ordering and tracking of the department's supplies and equipment. • Contributed to successful productions by ensuring each artist received an outfit with clean and accurate garments, reducing time to dress actors by 25% as reported by accurate cue timing. • Developed a system of organizational coding to keep track of garb accordi

Sales Team Member

Target

Feb 2015 - Jun 2016 (1 year 5 months)

- Provided friendly service while maintaining a great-looking store Implemented proper product placement, pricing and labels based on provided guidelines Aided customers with product requests while meeting service standards Provided friendly service while maintaining a great-looking store Implemented proper product placement, pricing and labels based on provided guidelines Aided customers with product requests while meeting service standards

Orientation Advisor

Savannah College of Art and Design

Jun 2014 - Sep 2016 (2 years 4 months)

• Helped 100+ parents and students with college life integration by providing tours of the university, answering questions, and connecting them with relevant offices in the university. • Mentored 40 students on successful strategies for integrating into college life by providing a safe space to discuss their concerns. • Gave daily tours of campus for prospective students and families, pointing out buildings and detailing student life and activities, to improve enrollment rates by 5% by the end of the year. • Educated students on culture of institution, safety practices, and ways to resolve conflicts to promote self-reliance, by sharing own experiences and working with students on how to apply the information to their own lives. • Improved s

Courtney Nicole Phillips

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