Felecia Saunders
San Antonio,TX
Summary
Dedicated customer service representative with extensive experience committed to ensuring lasting customer satisfaction through the delivery of quality service and unparalleled support. Strong proficiency in customer service best practices and options, coupled with exceptional skills in oral and written communication, active listening, and analytical problem-solving. Utilizes service-oriented behaviors and a deep understanding of customer desires to provide customized solutions that foster loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TaskUs
San Antonio
04.2024 - 09.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered prompt service to prioritize customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Warehouse Worker
Amazon
San Antonio
08.2023 - 01.2024
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean, orderly work environment free of hazards.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
Customer Service Representative
Amazon
San Antonio, TX
09.2020 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Cashier Team Lead
Panda Express
05.2020 - 12.2020
- Trained team members on cash register operation and cash handling.
- Quickly and accurately counted drawers at start and end of each shift.
- Communicated with customers and team members to solve problems.
- Operated POS cash register and equipment to collect payments.
- Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Education
High School Diploma -
Academy of Creative Education
San Antonio, TX01.2023
Skills
- Credit Card Transactions Management
- Staff Training
- Inventory Stocking
- Report Creation
- Active Listening
- Retail Sales Customer Service
- Microsoft Word
- Sales Expertise
- Order Fulfillment
- Customer service
- Active listening
- Call center experience
- Customer education
- Live chat support
- Order fulfillment
- Store maintenance
- Service upselling
- Warehousing functions
Certification
- RDA - Registered Dental Assistant
- Certified Dental Assistant
Timeline
Customer Service Representative
TaskUs
04.2024 - 09.2024
Warehouse Worker
Amazon
08.2023 - 01.2024
Customer Service Representative
Amazon
09.2020 - 01.2023
Cashier Team Lead
Panda Express
05.2020 - 12.2020
High School Diploma -
Academy of Creative Education