Felicia Anderson
Summary
Energetic Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
T-Mobile
09.2008 - 09.2022
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 15 employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitor the queues to verify calls on hold meet the less than 2-minute standard.
- Adhered to schedule and drove improvements from 60% to 85%.
- Drove quality assurance (QA) from an average of 75% to 91%.
Education
Evanston Township High School
Bachelor of Business Administration(B.B.A)
University of Phoenix
Tempe, AZ05.2025
Skills
- Stay up to date with services, policies and regulations
- Industry Experience
- Research strategies to enhance customer experience
- Emotional intelligence
- Excellent communication and interpersonal skills
- Strong work ethic and service skills
- Address and resolve customer concerns
- Leadership Ability
- Negotiation
- Analytical Ability
- Customer Advocacy
- Business Acumen
Accomplishments
- Beating sales targets.
- Organizing a successful charity event.
- Mentoring a coworker or fellow student.
- Handled late accounts effectively securing $5000 in past due accounts
- Achieved highest team score for customer satisfaction and lowest hold time for 3 consecutive quarters.
- Responsible for management and motivation of 30 direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume.
Timeline
Customer Service Supervisor
T-Mobile
09.2008 - 09.2022
Evanston Township High School
Bachelor of Business Administration(B.B.A)
University of Phoenix
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