Felicia S. Buice
Mesa,AZ
Summary
Organized, dedicated, and dependable professional with proven track record of providing exceptional customer service in fast-paced office environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Trusted consultant, liaison and assistant.
Overview
15
15
years of professional experience
Work History
Client Service & Support
Charles Schwab
02.2023 - 08.2023
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, while assisting with wire/transfer of funds or stocks, and giving basic information on the stock market.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Focus on prompt and accurate responses and escalation resolution, while actively navigating internal departments and vendors to ensure seamless resolution for all client issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Mortgage Retail Sales Consultant
Wells Fargo Bank
06.2021 - 03.2023
- Responsible for offering of loans, negotiating of terms, while taking and completing application.
- Created strategies to develop and expand existing customer sales, resulting in increased annual sales.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Interact with customers to understand their needs and provide them with high-quality loan service.
- Developed and maintained relationships with customers, lenders and other third parties.
- Explained different types of loans pertaining to client situations.
- Monitored pipelines to track and log status of loans.
Sales Associate Assistant III
Bank Of America
11.2019 - 04.2021
- Receive inbound calls from clients and interact with them to identify their needs or issues with online banking accounts.
- Build positive client relationships while possessing strong critical thinking and problem solving skills to meet clients needs.
- Assumed ownership of call from inception to resolution.
- Delivered best-in-class service to internal employees and external client callers.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
Customer Account Executive
Comcast
02.2012 - 09.2019
- Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.
- Evaluated customers' potential needs to make appropriate recommendations.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.
- Trained clients on product features and updates to secure upsell.
- Reached Elite status of sales goals for 6 consecutive years and was ranked in the top 5% of 300+ agents upon departure.
- Contributed long-term sales strategy ideas to team to promote continuing business success.
Education
High School Diploma -
Provine High School
Jackson, MS2005
Skills
- Organization, Leadership, and Communication Skills
- SOP Adherence, Metrics/ KPI's
- Strategic account development
- Sales expertise, Consultative Sales
- Microsoft Office, PowerPoint, and Excel
- G-Suite, Workday, CRM and Salesforce Software
- Critical Thinking, Customer Service Excellence
- Client Interfacing, Client Relationship Building, and Customer Retention
- Regulatory Compliance, Quality Assurance
Timeline
Client Service & Support
Charles Schwab
02.2023 - 08.2023
Mortgage Retail Sales Consultant
Wells Fargo Bank
06.2021 - 03.2023
Sales Associate Assistant III
Bank Of America
11.2019 - 04.2021
Customer Account Executive
Comcast
02.2012 - 09.2019
High School Diploma -
Provine High School
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