Felecia Eubanks
St. Charles ,MO
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 30 -years background maintaining customer satisfaction and contributing to company success. Proficient in decision -making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
United States Postal Service, USPS
03.2017 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Manager
United States Post Office
01.2014 - 03.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Followed through with client requests to resolve problems.
Customer Service Supervisor
United States Postal Service, USPS
01.2000 - 04.2014
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Education
Fashion Design
Florissant Valley Community College
St LouisHigh School Diploma -
Des Moines Technical High School
Des Moines05.1982
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Training and mentoring
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Training and coaching
Accomplishments
- Successfully recruited and trained 20 new customer service representatives.
- Resolved product issue through consumer testing.
- Successfully completely the Norman Oklahoma Leadership training for Manager April 2016
Timeline
Customer Service Manager
United States Postal Service, USPS
03.2017 - Current
Customer Service Manager
United States Post Office
01.2014 - 03.2017
Customer Service Supervisor
United States Postal Service, USPS
01.2000 - 04.2014
Fashion Design
Florissant Valley Community College
High School Diploma -
Des Moines Technical High School
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