Felicia Brown
Heartland,Tx
Summary
Seeking challenging opportunities to leverage my years of experience and skills in managing escalations, resolving complex customer issues, and leading teams to achieve high performance. Thrives in dynamic environments and excels at adapting to changing conditions while delivering impactful results. Prioritizes building collaborative environments and driving continuous improvement as an effective communicator. Valuable asset to any team with problem-solving abilities, conflict resolution skills, and knack for fostering positive relationships.
Overview
16
16
years of professional experience
Work History
Escalation Supervisor
Verizon
05.2017 - Current
- Escalation Supervisor for Cebu CPE (Customer Premises Equipment) Standalone team
- Handle dropship order that goes directly to customer site
- Handle all escalation for CPE order Management under VBG organization
- Received and process orders from all clients through SAP; which resulted in efficient and on-time delivery of equipment for installation
- Communicate with suppliers and customers to achieve profitable deals and mutual satisfaction
- Maintain logs and records of warehouse stock and executed orders
- Managed customer issues that are too complex for frontline support teams to resolve
- Work with multiple teams to ensure issues are resolved quickly and effectively to make sure customers are satisfied
- Managed approximately 70/0100 plus incoming calls, emails and faxes per day from customers.
Quality Assurance Representative
Red Bumper, LLC
05.2015 - 09.2016
- Responsible for ensuring the complete compliance, quality check points of all new auto dealership accounts are complete after demo testing
- Process all onboarding, integration to activation in the Red Bumper and Vehicle Xchange internal systems
- Process all new Vehicle Xchange, Lot Management and New Car IQ Accounts to ensure company and corporate processes are followed as directed to maintain a seamless transfer of an auto dealerships inventory from users to polling are migrated successfully
- Streamlined QA processes for increased efficiency, reducing time spent on repetitive tasks.
- Contributed to cost reduction initiatives by identifying opportunities for process improvements related to product design or manufacturing methods that could impact overall quality levels positively.
- Managed approximately 80 plus emails and faxes per day from customers.
Order Processor
Verizon Business
11.2011 - 12.2014
- Work with customers and internal departments to resolve issues and improve communication
- Facilitate conference calls with customer to provide status updates
- Track orders and escalate when milestones are missed
- Process import and export orders, and manage shipping processes
- Stay informed on all company services and products so customer inquiries can be answered correctly
- Handle customer complaints and questions regarding problems with orders
- Place calls to previous customers who have not placed orders recently to determine if there is something that could be done to regain their business again
- Managed approximately 70 /100 plus incoming calls, emails and faxes per day from customers.
Customer Care /Dispatcher
AT&T
11.2008 - 04.2010
- Responsible for dispatching and rescheduling technicians to various customer sites for installation and repair appointments
- Responsible for the activation of customer telephone lines, including, installation setup in the AT&T internal system for CLEC Port through LSRV; Managed due dates conflicts through the OMA Escalation
- Managed the Directory Listing Escalation Support for DL fall out requiring direct contact; in addition to the E-911 Escalation Support for address related issues and the internal CTC experience
- Listened to calls either recorded live or side-by-side while communicating feedback
- Encouraged good practices and discouraged bad ones
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
Bachelor’s Degree - Business Administration
Kaplan University
Davenport, Florida01.2019
Associates Degree - Business Administration
Kaplan University
Davenport, Florida01.2016
Skills
- Communication
- Proficiency in Excel
- Problem-solving
- Critical Thinking
- Customer service
- Project Management
- Computer literacy
Timeline
Escalation Supervisor
Verizon
05.2017 - Current
Quality Assurance Representative
Red Bumper, LLC
05.2015 - 09.2016
Order Processor
Verizon Business
11.2011 - 12.2014
Customer Care /Dispatcher
AT&T
11.2008 - 04.2010
Associates Degree - Business Administration
Kaplan University
Bachelor’s Degree - Business Administration
Kaplan University
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