Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Volunteer Experience
Timeline
Generic

FELICIA BOOKER

Queens,NY

Summary

Dedicated customer service representative with over 25 years of experience in a high-volume inbound and outbound call center. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Seeking to utilize excellent communication, interpersonal and organizational skills to complete tasks. Resourceful with solid background helping community organizations improve outreach and increase volunteer numbers with a good work ethic and the ability to quickly adapt to new tasks and environments.

Overview

33
33
years of professional experience

Work History

Customer Service Representative

Verizon Communications
07.1989 - 07.2022
  • Answered 100+ inbound call inquiries daily, resolving customers payment , billing and service issues.
  • Managed customer calls efficiently in fast-paced call center environment
  • Delivered outstanding customer service focusing on customer satisfaction and retention.
  • Met daily targets related to call volume, and customer satisfaction by quickly establishing and maintaining rapport with customers
  • Arranged debt payments, established payment schedules, and processed customers payments
  • Addressed and resolved customer concerns and complaints.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Collaborated with internal departments to find resolutions and conduct further research on customer account.
  • Documented all call information according to standard operating policies and procedures.
  • Navigated multiple computer systems and utilized search tools to find information.

Education

High School Diploma -

Washington Irving High School
New York, NY

Skills

  • Customer Service
  • Data Entry
  • Nonprofit Experience
  • Oral Communication
  • Community Engagement
  • Cultural Sensitivity
  • Recordkeeping Skills
  • Presentation Skills
  • Problem-Solving Abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Call Center Experience
  • Computer Proficiency
  • Conflict Resolution

CORE COMPETENCIES

Customer Service

  • Delivered outstanding customer service focusing on customer satisfaction and retention.
  • Accurately responded to inbound phone calls using active listening skills, patience, empathy, and extensive product knowledge to solve customer queries.
  • Used excellent communication and problem-solving skills to provide solutions to customers.
  • Resolved challenging customer issues including device-related troubleshooting, billing, and service inquiries.


Data Entry

  • Efficiently and accurately recorded customer details to ensure customer account information were kept up to date and all customer service representatives had relevant information for additional calls.
  • Kept records of customer interactions and bill transactions, recording details of inquiries, complaints, comments, and actions taken.
  • Input appropriate information into the system to complete service contract forms with customers or issue service discontinuance orders.

Volunteer Experience

True Worship International January 2012- Present
Community Assistant


  • Scheduling regular outreach exhibitions in the community and educating employees on community responsibility.
  • Manages diverse administrative needs, including record keeping, financial reporting and expense tracking.
  • Assists in the organization of special events, including donor/volunteer appreciation events and other fundraising initiatives.
  • Maintains a calendar of outreach activities, including community events, workshops, appearances, and other communication opportunities.
  • Develops marketing materials such as flyers, brochures, and other promotional pamphlets.

Timeline

Customer Service Representative

Verizon Communications
07.1989 - 07.2022

High School Diploma -

Washington Irving High School

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