Felicia Brown
Customer Service/Support Representative
Paducah,KY
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative /Project Assistant - Remote
BCForward Staffing Corporation
10.2021 - Current
- Managed customer inquiries related to invoices, orders, and shipping.
- Ensured efficient onboarding, aiding in the smooth transition of new clients.
- Resolved issues promptly, maintaining high levels of client contentment.
- Provided support for billing, returns, exchanges, and technical issues.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
Guest Service Supervisor/ Breakfast Supervisor
Auburn Place Hotel and Suites / MidAmerica Hotels
Paducah, KY
07.2013 - 07.2021
- Directed team of guest service representatives to ensure that all inquiries and complaints were handled promptly and professionally.
- Monitored customer feedback to identify areas for improvement in the customer experience.
- Ensured compliance with company policies regarding confidentiality of customer information.
- Managed individual and group booking and reservation functions to gain maximum occupancy figures, improving revenue growth, and increasing market share.
- Investigated discrepancies in billing accounts and resolved them quickly.
- Provided guidance and assistance to new guest service employees during onboarding process.
Education
High School Diploma -
Paducah Tilghman High School
Paducah, KY05.1992
Some College (No Degree) - Business Administration
West Kentucky Community And Technical College
Paducah, KYSkills
- Scheduling
- Account updating
- Complaint resolution
- Multi-line phone talent
- Credit card payment processing
- Recordkeeping strengths
- High-energy attitude
- Typing proficiency
- Professional telephone demeanor
- Live chat support
- Call center experience
- Refund management
- Microsoft PowerPoint
- Staff education and training
- Call center procedures
Certification
- Food Handler Certification
- Office Administration
Timeline
Customer Service Representative /Project Assistant - Remote
BCForward Staffing Corporation
10.2021 - Current
Guest Service Supervisor/ Breakfast Supervisor
Auburn Place Hotel and Suites / MidAmerica Hotels
07.2013 - 07.2021
High School Diploma -
Paducah Tilghman High School
Some College (No Degree) - Business Administration
West Kentucky Community And Technical College
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