Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Felisa Crossland

San Antonio,TX

Summary

Dynamic Service Manager with extensive experience at Alorica, excelling in customer retention and technical support. Proven ability to manage accounts and resolve complex issues with exceptional communication skills. Proficient in CRM software, leveraging data entry expertise to enhance customer satisfaction and drive service excellence. Committed to delivering outstanding results in fast-paced environments.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Service Manager

Alorica
El Paso, TX
12.2020 - 05.2022
  • Provided technical support and assistance to customers with inquiries.
  • Managed customer accounts by maintaining accurate records and updating activity logs.
  • Communicated effectively with AT&T technicians to resolve customer service issues.
  • Handled inbound and outbound communications via emails and phone calls.
  • Engaged customers in a warm, professional manner to enhance satisfaction.
  • Documented customer account updates and correspondence accurately.
  • Responded promptly to customer questions, ensuring clarity and resolution.

Customer Service Representative

GC Services
El Paso, TX
01.2020 - 12.2020
  • Delivered exceptional customer service through warm, professional interactions.
  • Processed orders, exchanges, transactions, and refunds accurately.
  • Addressed customer inquiries regarding billing and services effectively.
  • Managed inbound and outbound calls to support customer needs.
  • Maintained thorough records of customer complaints and resolutions.
  • Coordinated appointments for installations, transfers, and cancellations.
  • Oversaw customer account management to ensure satisfaction.
  • Provided technical support assistance to resolve issues promptly.

Customer Service Representative

HGS
El Paso, TX
03.2019 - 01.2020
  • Provided assistance to customers with a warm, professional demeanor.
  • Processed exchanges, refunds, orders, and customer transactions efficiently.
  • Responded to inquiries regarding billing and services, ensuring clarity.
  • Managed inbound phone calls to address customer needs promptly.
  • Maintained detailed records of customer complaints and issues.
  • Handled emails and outbound calls to resolve customer concerns effectively.

Retention Customer Service Representative

Conduent Business Services, LLC (Formerly Xerox)
El Paso, TX
08.2017 - 03.2019
  • Provided warm, professional assistance to customers through inbound and outbound communications.
  • Processed orders, exchanges, refunds, and credits efficiently to maintain accurate transactions.
  • Managed customer accounts while addressing inquiries and billing issues promptly.
  • Scheduled appointments for installations, transfers, and cancellations to streamline operations.
  • Maintained detailed records of customer complaints and resolutions for future reference.
  • Utilized active listening skills to identify customer needs and deliver tailored solutions.
  • Resolved product complaints empathetically, ensuring customer satisfaction and retention.
  • Handled technical support duties, enhancing overall service quality.

Education

Trade school - Pharmacy Technician

College of Health Care Professions
San Antonio
06.2025

GED -

Healy-Murphy
San Antonio, TX

Skills

  • Cold calling and outbound/inbound calling
  • Help desk and technical support
  • CRM software proficiency
  • Customer support and service
  • Communication skills
  • Retail sales and account management
  • Data entry and attention to detail
  • Computer skills and phone etiquette

Certification

  • ServSafe
  • December 2022 to December 2027

Timeline

Service Manager

Alorica
12.2020 - 05.2022

Customer Service Representative

GC Services
01.2020 - 12.2020

Customer Service Representative

HGS
03.2019 - 01.2020

Retention Customer Service Representative

Conduent Business Services, LLC (Formerly Xerox)
08.2017 - 03.2019

Trade school - Pharmacy Technician

College of Health Care Professions

GED -

Healy-Murphy

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