Felecia Johnson

• Created documentation for submission for IC3 and/or prosecutors
• Organized internal files for better efficiency
• Created presentations for office meetings for Executives
• Created training guides for new and existing programs used to mitigate fraud
• Communicated with customers through fraud investigations via Zendesk
• Managed meal/birthday budget along with planned department events
• Maintained meeting minutes and managed schedules for department meetings
• Manually reviewed risky customer accounts and anticipated potential loss
• Interviewed possible candidates from the department as well as Customer Support
• Participated in biweekly interdepartmental meetings.

Customer Support – Team Lead:

• Managed incentives/games to keep team motivated as well as monitor birthdays and department events
• Logged daily metrics of KPIs and wrote daily bulletin to keep agents informed on any updates/current status of things in Slack
• Proactively assigned cases to agents via Salesforce and Zendesk
• Weekly QAs and reviewed CSAT for performance per team member for areas for improvement
• Completed monthly report of department KPIs to Executive Team
• Participated in Voice of the Customer to entire company, created training guides and presentations for new and existing programs
• Managed basic schedule changes for breaks, lunches and PTO
• Answered calls/emails to assist the team with supervisor escalations and technical issue escalations
• Interviewed possible candidates as well as assist with onboard training
• Participated in weekly interdepartmental meetings.

• Managed large amount of data entry
• Scanned and approved or denied menu updates
• Researched to validate updates
• Created contract extensions with new benefits
• Managed incoming emails, faxes, and reports in Salesforce
• Created and updated menus on Redmine system
• Added and maintained photos for the platform
• Created a fun committee and organized morale boosting events.

Customer Support – Team Lead:

• Answered 100+ calls a day
• Researched and verified billing addresses and delivery addresses to prevent fraud
• Managed account updates
• Handled FAQs and daily call queues
• Adjusted receipts for accounts receivable
• Confirmed orders by outbound phone calls, email, fax and SMS
• Troubleshoot technical errors for mobile apps and tablets
• Supervised schedule for a portion of 150+ member team
• Completed supervisor escalations
• Organized morale boosting events with the fun committee

• Open new accounts and enter new reservations via Fastrak
• Local, national, and international client/affiliate reservation confirmations
• Provide proper instructions and equipment to chauffeurs
• Track flights and monitor traffic conditions
• Write daily shift and incident reports
• Answer multi-line phones.

• Designed, planned & coordinated with vendors for various events (weddings, fairs, luncheons etc.)
• On-site supervision of event setups
• Managed multi-line phones - incoming and outgoing calls
• Data-entry for inventory inspections
• Fraud prevention by way of monitoring pickups and returns of equipment and filing for accounts receivable
• Designed layout for showroom monthly