Felicia Atkins
Tulsa
Summary
Results-driven customer loyalty representative with a proven track record of consistently surpassing performance metrics, including customer satisfaction scores and sales targets. Experienced in handling customer billing inquiries, resolving technical support issues, and fostering long-term customer retention. Skilled in efficiently processing sales, managing accounts, and providing exceptional customer service. Possesses strong communication and problem-solving skills, coupled with expertise in healthcare application processing and navigating the Affordable Care Act.
Overview
12
12
years of professional experience
Work History
Customer Loyalty Representative
DIRECTV
11.2015 - Current
- Address customer billing inquiries and make necessary corrections to ensure account accuracy
- Troubleshoot and resolve technical support issues for satellite TV services
- Handle customer concerns, build value in services, and promote long-term customer retention
- Process sales for new equipment, move orders, and account disconnections with a focus on customer satisfaction
- Consistently meet or exceed performance metrics, including customer satisfaction scores and sales targets
- Recognized as an Elite Performer 2024 for Q1, Q2, and Q3, achieving top-tier performance metrics in customer satisfaction, sales, and retention
- Successfully managed customer billing, technical support, and sales operations in a fully remote environment, utilizing virtual tools and communication platforms
Applications Specialist for the Affordable Care Act
Maximus
01.2013 - 02.2015
- Processed applications for health insurance through the CMS system, ensuring compliance with the Affordable Care Act
- Assisted clients in navigating healthcare options and provided accurate information on coverage plans
- Delivered superior customer service while managing a high volume of inquiries and application submissions
Education
Certified Medical Assistant (CMA) -
The College of Health Care Professionals
Dallas, TX01.2011
Cosmetology Certification -
Trade School
Boise, ID01.2002
GED/ High school equivalency -
Mountain Cove High School
Boise, ID01.2000
Skills
- Customer Service Excellence
- Billing Corrections & Account Management
- Technical Support & Troubleshooting
- Sales & Retention Strategies
- Healthcare Application Processing
- Communication & Problem-Solving
- Multitasking
- Adaptability and flexibility
- Reliability
- CRM Tools: Salesforce
- CRM Tools: Microsoft Teams
Timeline
Customer Loyalty Representative
DIRECTV
11.2015 - Current
Applications Specialist for the Affordable Care Act
Maximus
01.2013 - 02.2015
Certified Medical Assistant (CMA) -
The College of Health Care Professionals
Cosmetology Certification -
Trade School
GED/ High school equivalency -
Mountain Cove High School
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