1. Ms. Shaun Phillips
708-543-3866
Phillipss10@yahoo.com
Summary
 Human Resources professional with 10+ years of experience with background in retail management, employee
training and development, call center supervision, payroll, and benefits/compensation.
 Supervised a call center with over 100 customer service representatives while monitoring daily performance statistics
for direct reports to ensure outbound and inbound calls were handled promptly.
 Managed all functions of Human Resources for 10+ employees while working at various companies that included CVS,
Walgreens, Osco Drug, and Family Dollar.
 Cultivated team-oriented environment, implemented quality hiring practices, and increased staff training which
resulted in improved employee morale and decrease in employee turnover rate from 65% to 31%.
 Motivated and coached staff and drove service levels from the high 50%’s to the mid 90%’s on a volume of over 5,000
calls.
Skill Years of Experience Date Last Used Self-Rank (1-10)
Management 20+ years Current 9
Payroll & Healthcare
Benefits 5+ years Current 9
Call Center Experience 5+ years April 2016 9
Retail & Customer
Service 20+ years April 2016 9
Human Resources 10+ years Jan 2011 9
Professional Experience
Illinicare Healthcare, Naperville, IL April 2016-Present
Healthcare Professional
 Provide assistance & support to Medicaid Members which includes ICP, FHP, & ACA Members
 Assist Members with completing their Health Risk Assessments
 Process Members requests that includes ID card replacement, Membership Packet mailings, Provider and Specialists
directory mailings
 Process Members Primary Care Physician changes & updates
 Update Members personal information files that include: name changes, date of birth, addresses, phone numbers, email
addresses, authorized callers
 Assist Members with transportation and billing inquiries
 Assist Members with locating Specialists and Providers in their area
 Provide Members with assistance understanding their medical, dental, and vision benefit coverage
 Assist Providers with claim status on services rendered to Members
 Assist Providers with confirming members benefit coverage and Primary Care Physicians
 Assist Members with checking their Cent Account/ OTC card balance and rewards
 Assist Members & Providers with using the self-service website
MJ Holding LLC, Bedford Park, IL Feb 2012 – March 2016
Field Operations Coordinator
 Manages 4 Retail Partner Accounts ( Meijer, K-Mart, Nexcom, and Wal-Mart)
 Receives about 75 inbound calls a day pertaining to retail issues of stores needing services or products.
 Supports field representatives and supervisors via telephone or email to ensure they are promptly taken care of.
 Crossmark representatives and supervisors make up our support team and provide services to our retail partners through
weekly merchandising service visits through their agreement with MJ Holding.
 Spearheads improvement to the day to day service and client reporting responsibilities as well as detailed account
maintenance for our retail partners.
 Lead for all projects and communication to and with our 3rd party service providers for our retail partners.

2.  Reduces 3rd party service calls regarding store issues and concerns.
 Monitors photo audits of our store service teams to ensure new product placement and consistent service.
 Increases product fulfillment questions for our clients.
 Manages UPS tracking, shipments, and vendor supply requests for our retail partners.
 Manages service, sales, and inventory reporting.
 Improves account billing, and balance on hand adjustments on in-store inventories.
 Reduces store exception and missed visit management.
 Monitors internal project data and system updates.
 Develops territory and special projects, while supporting 3,000 field reps that service our retail partners.
 Improves consumer complaint resolutions.
Computershare Fund Services, Chicago, IL Feb 2009 – Jan 2010
Call Center Supervisor
 Supervised call center with over 100 customer service representatives
 Monitored daily performance statistics for direct reports ensuring outbound and inbound calls are handled in a prompt
and courteous manner.
 Improved the company’s KPI expectations by 25% daily.
 Ensured that all complaints and compliance related issues are handled appropriately, identifying causes for problems
and be proactive in establishing a resolution and or escalation.
 Developed training, new process and procedures, and reorganized both the call flow and personnel.
 Motivated and coached staff and drove service levels from the high 50%’s to the mid 90%’s on a volume of over 5,000
calls.
 Improved Quality Scores from 85% to 90% in less than six months and met call center goals in five months.
Hewitt & Associates, Lincolnshire, IL Jan 2007 – Jan 2009
Human Resources, Payroll & Benefits Specialist
 Supervised inbound call center with over 300 customer service representatives.
 Proficient using the PeopleSoft Payroll System.
 Led all customer service operations as wellas processed payroll for over 5,500 employees weekly, set up direct deposit
& tax exemptions for employees, enrolled employees into their health & wel-fare benefits, provided employees with
information regarding benefit changes & rules, and completed employee qualified status changes.
Various Stores, Chicago, IL Aug 1997 – Jan 2012
Store Manager / Including Family Dollar, Walgreens, Osco Drug, and CVS Pharmacy
 Directed all aspects of the day to day operations.
 Controlled inventory, shrink, and payroll.
 Maximized sales through merchandising per company’s guidelines.
 Recruited, hired, and trained employees.
 Ensured excellent customer service.
 Managed all functions of Human Resources for 10 + employees.
 Reduced shrink from .47% to .17%.
 Managed a $1.5 million plus store.
 Re-merchandised entire store to meet customer demographics and shopping patterns, resulting in increase in accessory
sales by as much as 24% in first month after re-merchandising.
 Cultivated team-oriented environment, implemented quality hiring practices, and increased staff training, resulting in
improved employee morale and decrease in employee turnover rate from 65% to 31%.
Education
University of Phoenix
Bachelor of Science in Human Resource Management
2014