Felicia Booker
Summary
I am a dedicated Virtual Assistant who prides oneself on providing top quality service for clients, teammates and others. I've assisted in streamlining processes and procedures in my previous profession. I have also managed 12 account executives with a range of 300 to 400 accounts for 4 states with ease. I assisted the onboarding team with training of new hires. I possess excellent time management skills to get the job done and complete projects on time for proper review. I am super confident, patient, and enjoy working independently. I strongly uphold company policies regarding confidentiality. Bottom line I am a very responsible person who thrives in high pressured situations and will exercise every avenue to figure things out. You can count on me to get the task done.
Overview
18
18
years of professional experience
1
1
Certification
Work History
POST-CLOSING TRID QUALITY ASSURANCE ANALYST I
TRUIST
09.2020 - 03.2024
- Ensured accurate and compliant closing disclosures post-mortgage closing, contributing to the integrity of financial transactions.
- Managed internal and external email correspondence, ensuring clear and professional communication with stakeholders.
- Demonstrated adaptability by embracing changes and continuously updating knowledge to maintain compliance with evolving regulations.
CUSTOMER SERVICE REPRESENTATIVE IN THE CONSUMER RELATIONS DEPARTMENT
ITG Brands LLC
03.2018 - 08.2020
- Processed and managed consumer complaints, maintaining confidentiality and ensuring prompt resolution.
- Handled compensation mailers and product returns, streamlining the customer service process and enhancing operational efficiency.
- Supported quality assurance by coordinating the return of products to the laboratory, contributing to product integrity and compliance.
PAYROLL SPECIALIST
Paychex
10.2016 - 01.2018
- Processed payroll for small businesses, ensuring timely and accurate compensation for employees.
- Resolved payroll and tax issues, providing reliable support and maintaining trust with business clients.
- Maintained up-to-date employee records, demonstrating meticulous record management and organizational skills.
CUSTOMER SERVICE REPRESENTATIVE
01.2015 - 10.2016
CUSTOMER CARE PROFESSIONAL
03.2010 - 05.2011
ACCOUNT SUPPORT REPRESENTATIVE
01.2006 - 10.2009
Education
Certificate - Office Administration Receptionist
Guilford Technical Community College
Jamestown, NC05.2013
Diploma - Medical Insurance Billing And Coding
ALLEN SCHOOL
Jamaica, NY01.2012
Diploma - Microcomputer Specialist
MILLER-MOTTE TECHNICAL COMMUNITY COLLEGE
Lynchburg, VA06.1995
Diploma - General Studies
E. C. GLASS HIGH SCHOOL
Lynchburg, VA06.1990
Skills
- Record Management
- Office Task Management
- Customer Service
- Data Entry
- Office Administration
- Document Management
- Communication
- Problem Solving
- Compliance Management
- Quality Assurance
- Email Correspondence
- Adaptability
- Continuous Education
- Process Improvement
- Procedural Adherence
Certification
- OFFICE ADMINISTRATION RECEPTIONIST, 05/01/13
- HUMAN RESOURCES, 01/01/09
- MEDICAL INSURANCE BILLING AND CODING, 04/01/12
Accomplishments
- Ensured compliance with CFPB and TRID Regulations at TRUIST
- Enhanced customer satisfaction at ITG Brands LLC
- Managed payroll processing for up to 200 employees at Paychex
Timeline
POST-CLOSING TRID QUALITY ASSURANCE ANALYST I
TRUIST
09.2020 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE IN THE CONSUMER RELATIONS DEPARTMENT
ITG Brands LLC
03.2018 - 08.2020
PAYROLL SPECIALIST
Paychex
10.2016 - 01.2018
CUSTOMER SERVICE REPRESENTATIVE
01.2015 - 10.2016
CUSTOMER CARE PROFESSIONAL
03.2010 - 05.2011
ACCOUNT SUPPORT REPRESENTATIVE
01.2006 - 10.2009
Certificate - Office Administration Receptionist
Guilford Technical Community College
Diploma - Medical Insurance Billing And Coding
ALLEN SCHOOL
Diploma - Microcomputer Specialist
MILLER-MOTTE TECHNICAL COMMUNITY COLLEGE
Diploma - General Studies
E. C. GLASS HIGH SCHOOL
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