ALICE FELDER
Washington,DC
Overview
25
25
years of professional experience
Work History
Customer Service Representative (CSR)
Bazilio Cobb Associates Pc
Washington, DC
04.2021 - 05.2026
- Answering inbound calls from our value customers and assisting them with their inquiries.
- Maintained up to date customer records in (KRM) Kustomer Record Management system while interacting with customer across the phone, chat, and email.
- Confirmed with and abides by all regulations, polices, work procedures, instruction, and all guidelines rules.
- Processing of applications and correspondence timely and accurate.
- Researching and resolving inquiries and to ensure customer satisfaction and listen attentively and understanding customer needs and concerns.
- Delivering a high level of service under pressure and handling difficult situations with professionalism.
Customer Service Representative
LSC/Bazilio Cobb Associates
Washington, DC
04.2021 - Current
- Answering inbound calls from our valued customers and assisting them with their inquiries.
- Maintained up to date customer records in (KRM) Kustomer Record Management while interacting with customer across the phone, chat, and email.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Conforms with and abides by all regulations, polices, work procedures, instruction, and all guideline rules.
- Processing of applications and correspondence timely and accurate.
- Researching and resolving inquiries to ensure customer satisfaction and listen attentively and understanding customer needs and concerns.
- Delivering a high level of service under pressure, and handle difficult situations with professionalism.
- Help protect consumers and resolve Department of Licensing and Consumer Protection (DLCP) issues.
- Support the District's non-health occupational and professional licensing boards, commissions, and programs.
- Enforce regulations and guide with obtaining a license for professional categories.
Customer Service Representative
PSI
Landover, MD
09.2017 - 03.2021
- Process applications, research accounts, process licenses and responds to telephone inquiries and concerns.
- Generates appropriate correspondence for deficiencies, license continuation renewals, reinstatements, etc.
- Answering inbound calls from our valued customers and assisting them with their inquiries.
- Conforms with and abides by all regulations, polices, work procedures, instruction, and all guideline rules.
- Processing of applications and correspondence timely and accurate.
- Trained new hires on how to use learning builder program system for all professional license boards.
- Delivering a high level of service under pressure, and handle difficult situations with professionalism.
Customer Service Representative
Pearson vue
Landover, MD
06.2001 - 09.2017
- Reconcile all processed checks and prepare bank deposit daily.
- Maintain records of all non-sufficient funds check using Excel and mailing out NSF letters.
- Responsible for recording applicant information in excel and preparing file jackets for each applicant application after quality control procedure for 11 out of 20 licenses boards.
- Scan and archive all paper application file and updated application status daily in Btrs and Pulse systems.
- Responsible for burning scanned file applications monthly to DVD for the client and Pearson Vue.
- Provide backup to the receptionist while assisting walk-ins, answering the customer service line, and transferring calls to the appropriate person.
- Service as a backup processor, processing applications in Btrs, and Pulse systems.
- Service as a backup for photo scanning of licenses.
Timeline
Customer Service Representative (CSR)
Bazilio Cobb Associates Pc
04.2021 - 05.2026
Customer Service Representative
LSC/Bazilio Cobb Associates
04.2021 - Current
Customer Service Representative
PSI
09.2017 - 03.2021
Customer Service Representative
Pearson vue
06.2001 - 09.2017