FELICIA A. THORNTON
Jacksonville
Summary
Detail-oriented financial support and customer service professional with 15+ years of experience in payment processing, billing support, account research, and high-volume call center environments. Skilled in handling sensitive financial data, resolving account discrepancies, and maintaining compliance. Seeking a Collections or Accounts Receivable position to support revenue operations and account accuracy.
Overview
10
10
years of professional experience
Work History
Mailroom Data Entry Specialist
EM&B / Conduent / BCBSFL
Jacksonville
09.2024 - 12.2025
- Processed and posted customer and business check payments with high accuracy.
- Sorted and routed billing and enrollment correspondence.
- Handled certified and returned mail in compliance with USPS and company guidelines.
- Maintained confidentiality of financial and member records.
Network Support Expert
Asurion
Remote
08.2020 - 04.2024
- Updated claim codes to enable proper payment processing and account resolution.
- Conducted outbound follow-ups to ensure service completion and customer satisfaction.
- Documented transactions and service updates within internal systems.
- Supported high-volume inbound requests from internal teams and service centers.
Customer Service Representative
KellyConnect (Apple Remote Services)
Jacksonville
11.2019 - 08.2020
- Researched and resolved customer account and technical issues.
- Maintained detailed documentation of customer interactions.
Personal Banker Representative
Concentrix / U.S. Bank
Jacksonville
06.2016 - 06.2019
- Assisted customers with credit card billing inquiries and account questions.
- Processed payments and documented account updates.
- Resolved account concerns while maintaining regulatory compliance.
Customer Service Representative
Fanatics Call Center
Personal Service Representative
First Coast Service Options
Personal Services Representative
BCBSFL
Education
Computer Networking Technology Credits
Education America of Technology
Jacksonville, FLCertification - Computer Business
Business Etcetera of Technology
Miami, FLHigh School Diploma -
Skills
- Accounts Receivable Support
- Payment Posting
- Billing & Account Resolution
- Data Entry & Documentation
- Compliance & Confidentiality
- Microsoft Office (Excel, Word, Access)
- CRM & Ticketing Systems
- Inbound/Outbound Calls
- Customer Retention
Timeline
Mailroom Data Entry Specialist
EM&B / Conduent / BCBSFL
09.2024 - 12.2025
Network Support Expert
Asurion
08.2020 - 04.2024
Customer Service Representative
KellyConnect (Apple Remote Services)
11.2019 - 08.2020
Personal Banker Representative
Concentrix / U.S. Bank
06.2016 - 06.2019
Customer Service Representative
Fanatics Call Center
Personal Service Representative
First Coast Service Options
Personal Services Representative
BCBSFL
Computer Networking Technology Credits
Education America of Technology
Certification - Computer Business
Business Etcetera of Technology