FELICIA BARNES
North Las Vegas,NV
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
11
11
years of professional experience
Work History
Benefits Specialist
Gusto
03.2024 - 10.2024
- Assisted with claims processing and resolving any discrepancies or issues that arose
- Negotiated cost-effective contracts with insurance carriers, resulting in significant savings for the company.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Responded to benefit inquiries from employees on plan provisions, benefits enrollments and status changes
- Provided assistance with open enrollment processes and answered questions regarding eligibility requirements
- Investigated and resolved employee benefit issues and complaints
- Collaborated with payroll department to ensure accuracy of deductions from paychecks for benefit premiums
- Maintained compliance with federal regulations related to employee benefits programs such as COBRA and HIPAA laws
BA2
Barclays
01.2023 - 08.2023
- Worked with cross-functional teams and a diverse group of colleagues to achieve team goals and meet customer needs
- Educated customers about promotions to increase sales
- Requested escalation for unresolved issues
- Collaborated with coworkers and managers to resolve difficult and high-level customer issues
- Handled complex transactional and emotional customer situations quickly and professionally while meeting service commitments
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
CSR
Anthem Blue Cross
02.2022 - 12.2022
- Assisted customers by answering questions, responding to inquiries, and handling phone requests
- Completed skilled administrative work to assist all office personnel and operational needs
- Customer service, patient scheduling, and billing were among the duties I coordinated in the front office
- Documented patient medical information, case histories, and insurance information to ensure smooth appointments and payment processing
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
Senior Customer Service Representative
Capital One
08.2019 - 06.2022
- Created new customer accounts, such as checking, savings, and credit lines
- Ensured that bank records and client information were kept private
- Responded to customer concerns and questions on a daily basis
- Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Reduced call wait times by implementing effective time management techniques within the team.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Supervisor
USPS
04.2014 - 11.2018
- Assisted in the distribution of employee notices and mail throughout the office
- Was in charge of daily reports and provided advice to executive leaders during decision-making
- Ensured that incoming mail was promptly distributed to correct individuals and departments
- Oversaw complex and detailed projects for executives, ensuring that budgets were met and projects were delivered on time
- Was in charge of screening resumes and coordinating phone and in-person interviews
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
Some college - Secretarial Studies and Office Administration
COLLEGE OF OFFICE TECHNOLOGY
Skills
- MICROSOFT APPLICATION PROFIENCY
- TEAM BUILDING
- MS Office
- SALESFORCE
- TSYS
- RFID SYSTEM
- ORACLE FLEXCUBE
- DATA ENTRY
- SAP EXPERTISE
- OSHA CERTIFIED
- LMS
- CISCO
- HRIS SYSTEMS
- CRM
- CORE BANKING SOFTWARE
Timeline
Benefits Specialist
Gusto
03.2024 - 10.2024
BA2
Barclays
01.2023 - 08.2023
CSR
Anthem Blue Cross
02.2022 - 12.2022
Senior Customer Service Representative
Capital One
08.2019 - 06.2022
Supervisor
USPS
04.2014 - 11.2018
Some college - Secretarial Studies and Office Administration
COLLEGE OF OFFICE TECHNOLOGY
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