ALICE FELDER
Washington,DC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
LSC/BCA OPL CALL CENTER
Remotely
04.2021 - Current
- Answering inbound calls from our valued customers and assisting them with their inquiries
- Maintained up to date customer records in KRM while interacting with customer across the phone, chat, and email
- 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 attentatively 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 boards, commissions, and programs
- Enforce regulations and guide with obtaining a license for professional categories
- Assist with Industrial Trades applications and renewals processes.
Customer Service Representative
PSI
8100 Professional PL, Ste 220, Landover, MD 20785
09.2017 - 03.2021
- Process applications, research accounts, process licenses and responds to telephone inquires 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 correspndence 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 professionlism
Customer Service Representative
Pearson vue
8401 Corporate Drive, Landover, MD 20785
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.
Education
Bachelor of Science - Accounting
Kaplan University
Davenport, IA05.2008
Associate of Applied Science - Business Administration/Accounting
Kaplan University
Davenport, IA03.2006
Skills
- Data Entry
- Microsoft Excel
- Microsoft Word
- Outlook
- Automated Record Management Programs
- Multi-Tasker
- Time Management
- Positive Attitude
- Team Player
- Communication Skills
- Strong Work Ethic
- Highly professional-dependable
- Reliable and able to perform duties with minimal supervision
Timeline
CUSTOMER SERVICE REPRESENTATIVE
LSC/BCA OPL CALL CENTER
04.2021 - Current
Customer Service Representative
PSI
09.2017 - 03.2021
Customer Service Representative
Pearson vue
06.2001 - 09.2017
Bachelor of Science - Accounting
Kaplan University
Associate of Applied Science - Business Administration/Accounting
Kaplan University