Felicia Brooks
Elkhart,IN
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Continuum
Dallas, Texas
08.2024 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Surpassed sales goals through implementation of successful marketing strategies.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Office Manager/Bookkeeper
Foodtown Supermarket
Hastings-on-Hudson, NY
08.2023 - 06.2024
- Monitored and managed inventory across multiple databases, ensuring accurate tracking and availability of stock
- Prepared detailed financial reports and communicated essential operational improvements to enhance performance based on financial insights
- Utilized Microsoft tools to meticulously reconcile accounts, verifying data accuracy in entries, calculations, and billing codes
Remote Benefits Services Specialist
Wex Inc.
South Portland, ME
11.2021 - 01.2024
- Maintained an exemplary attendance record, consistently demonstrating punctuality and readiness to work
- Responded to customer inquiries and concerns promptly, ensuring efficient service delivery
- Provided thorough assistance to customers, enhancing their understanding of benefits services
Customer Service Associate
Whole Foods Market
White Plains, NY
01.2020 - 03.2021
- Processed purchases and managed payment transactions, including sales discounts, refunds, and exchanges, using a POS system
- Assisted and engaged with customers on the sales floor, effectively addressing their needs and providing solutions
- Restocked and organized merchandise, performed inventory tasks, and ensured a tidy store environment at closing
Dietary Aide
Westchester Medical Center
Valhalla, NY
06.2018 - 12.2019
- Supported meal service operations during peak times by efficiently assisting with meal delivery and service
- Ensured compliance with safety and sanitation protocols, minimizing risks of germ spread in food preparation areas
- Prepared meals and snacks in alignment with dietary guidelines, accommodating food sensitivities and allergens
Direct Support Professional
Community Based Services
North Salem, NY
09.2016 - 07.2018
- Assisted individuals in achieving personal goals related to daily living skills, including cooking and money management
- Supported clients in developing effective anger management strategies and maintaining proper hygiene
- Facilitated grocery shopping activities to promote independence and self-sufficiency
Customer Service Associate
ShopRite of Tuckahoe
Yonkers, NY
05.2013 - 12.2016
- Assisted customers with inquiries and purchases, ensuring a seamless shopping experience and maintaining high standards of customer service
- Managed and operated a computerized cash register, handling various transactions including cash, check, credit, and payroll check cashing, while maintaining accuracy and efficiency
- Processed returns, refunds, and lottery transactions, demonstrating strong attention to detail and adherence to company policies
Cashier
Stew Leonard's
Yonkers, NY
10.2015 - 08.2016
- Ensured meticulous organization and cleanliness of checkout areas while balancing cash drawers and resolving discrepancies efficiently
- Trained new team members in customer service strategies and facilitated online order pickups, assisting customers with bulky items
Family Services Specialist
Young Adult Institute
New York, NY
01.2010 - 03.2013
- Facilitated group counseling sessions, focusing on areas such as grief, stress, and chemical dependency, to provide targeted support and guidance
- Enhanced service plans by incorporating progress assessments and client feedback, ensuring personalized and effective interventions
- Maintained comprehensive case history records and prepared detailed reports to track and communicate client progress and service outcomes
Cashier
Old Navy
Yonkers, NY
01.2008 - 02.2013
- Balanced cash drawer at the start and end of shifts, resolving discrepancies to ensure accurate financial records
- Trained new team members in customer service strategies, contributing to consistent team performance standards
- Promoted customer engagement by informing patrons about loyalty programs, promotions, and product availability
Education
Associate of Science - Business Administration And Management
Post University
Waterbury, CT05-2020
GED -
SUNY Westchester Educational Opportunity Center
Yonkers, NY06-2009
Bachelor of Science - Human Resources Management
Post University
Waterbury, CTSkills
- Customer service
- Payment processing
- Sales strategy
- Microsoft Excel
- Data entry
- Customer relationship management
- Problem solving
- Effective communication
- Team collaboration
- Time management
- Detail orientation
- Conflict resolution
- Documentation
- Product and service solutions
- Strong teamwork
- Opening and closing accounts
- Order processing
- Refunds processing
- Microsoft outlook
- Microsoft PowerPoint
- Complaint resolution
- Account management
- Empathy and patience
- Complaint handling
- Money handling
- Customer relationship management (CRM)
- Retail sales customer service
- Decision-making
- Creative problem solving
- Account updating
- Problem-solving
- Multi-line phone talent
- Product knowledge
Timeline
Customer Service Representative
Continuum
08.2024 - Current
Office Manager/Bookkeeper
Foodtown Supermarket
08.2023 - 06.2024
Remote Benefits Services Specialist
Wex Inc.
11.2021 - 01.2024
Customer Service Associate
Whole Foods Market
01.2020 - 03.2021
Dietary Aide
Westchester Medical Center
06.2018 - 12.2019
Direct Support Professional
Community Based Services
09.2016 - 07.2018
Cashier
Stew Leonard's
10.2015 - 08.2016
Customer Service Associate
ShopRite of Tuckahoe
05.2013 - 12.2016
Family Services Specialist
Young Adult Institute
01.2010 - 03.2013
Cashier
Old Navy
01.2008 - 02.2013
Associate of Science - Business Administration And Management
Post University
GED -
SUNY Westchester Educational Opportunity Center
Bachelor of Science - Human Resources Management
Post University