Phebe Austin

S

Virtual Assistant (contract role)

Stein Home Health Care. MD, USA

Jan 2026 - Jun 2026 (6 months)

• Maintained 100% compliance with state licensing requirements by tracking, updating, and auditing employee certifications and training records. • Streamlined daily administrative operations by managing scheduling, documentation and communication for a multi-disciplinary caregiving team. • Managed confidential patient data in accordance with HIPAA regulations, ensuring secure storage and transmission of medical records. • Applied principles of sales and client acquisition by managing and optimizing provider data via Zocdoc, ensuring high-quality profile visibility and attracting new patients to the practice. • Leveraged proficiency in various CRM platforms, including GHL, Nova, Zendesk, Zoho, and Salesforce, to manage client data and stream

B

Client Service Representative (Contract Role)

Broadridge Financial Solutions CA, USA

Jan 2025 - Oct 2025 (10 months)

• Managed 70-100 daily inbound and outbound calls professionally, ensuring accurate information delivery and timely assistance. • Resolved customer complaints efficiently to enhance satisfaction and loyalty. • Utilized strong customer support skills to assist clients effectively and ensure positive experiences. • Diagnosed and resolved technical issues promptly to minimize downtime and enhance user experience. • Cultivated strong client relationships through effective communication and proactive engagement. • Maintained rigorous corporate compliance and adherence to internal audit standards while managing complex accounts for high-profile clients, including Black Rock, Wells Fargo, and Unilever, ensuring all service interactions met the str

A

Virtual Assistant - MD, USA

ABY

Feb 2024 - Nov 2025 (1 year 10 months)

• Managed and scheduled appointments, meetings, and travel arrangements. • Handled and organized emails and correspondence, including proficient management of email and phone inboxes and systematic file arrangement. • Managed e-commerce stores and set up email marketing campaigns. • Managed social media accounts and professional profiles. • Screened and vetted potential clients, answering and directing phone calls. • Resolved customer issues effectively. • Applied expertise in insurance claim processing, corporate compliance standards, and internal audits to streamline administrative workflows and ensure rigorous documentation accuracy, which enhanced operational integrity and risk management. • Leveraged background in contract negotiations

C

Supervisor Customer Service

Cosa Nostra Patron

Dec 2023 - Oct 2024 (11 months)

• Managed a team of 7 agents, consistently exceeding monthly performance targets by 30% through targeted coaching and performance reviews. • Facilitated performance coaching sessions that empowered team members to achieve their professional goals. • Oversaw team management operations, ensuring efficient workflow and promoting a culture of accountability.

6

Senior Customer Care Representative

657Xclusive

Jun 2020 - Mar 2021 (10 months)

• Resolved over 1,000 customer inquiries per month with a 95% first-contact resolution rate, exceeding the team average by 10%. • Trained new staff members on company procedures, fostering a collaborative and knowledgeable team environment. • Handled complaints gracefully by actively listening to customer concerns and providing timely resolutions.

C

Customer Service Cashier

Coca Cola Warehouse

May 2017 - Nov 2017 (7 months)

• Managed the cash register efficiently, ensuring accurate transactions and balancing at the end of each shift. • Resolved customer complaints promptly and effectively, enhancing overall customer satisfaction. • Handled customer inquiries with professionalism, providing detailed information and support to enhance their shopping experience.

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