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Dynamic and customer-oriented Technical Support and Customer Service Specialist with over five years of progressive experience providing exceptional client support across telecommunications, healthcare, retail, and hospitality industries. Adept at delivering high-quality service in both remote and on-site environments, with proven expertise in troubleshooting, account management, billing assistance, and process improvement. Skilled in leveraging tools such as Zendesk, Genadmin, Microsoft Teams, and Observe AI to manage complex inquiries, ensure issue resolution, and maintain accurate documentation. Recognized for a strong balance of technical aptitude and emotional intelligence, excelling in deescalating customer concerns, identifying solutions quickly, and maintaining professionalism under pressure. Demonstrated success in exceeding performance metrics including customer satisfaction, issue resolution time, and quality assurance. Highly organized and self-directed, with extensive experience in remote work environments that demand time management, multitasking, and clear virtual communication. Known for building trust with customers, supporting team collaboration, and fostering positive client relationships that align with company values and objectives. Proficient in Microsoft Office Suite, mobile and desktop troubleshooting, and cross-departmental coordination. Passionate about creating seamless customer experiences while driving measurable results for the organization.
Dedicated customer service representative with proven skills in conflict management and technical support. Committed to enhancing customer satisfaction through effective problem-solving and attention to detail.

Seeking a Customer Service Representative Role. A position where extensive experience andgreat people skills will add value. As well as, a career highlighting my 17 years in the customerservice field where my positive interaction skills and clerical capabilities will help improvecustomer satisfaction.

I am seeking a role in IT helpdesk support, Analyst, Technician, or customer service where I can apply my skills to gain more hands on experiences and continue to grow in IT and cybersecurity field. Problem-solver and detail-oriented, and able to learn new concepts quickly.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.


Dedicated professional with 10 years in retail and 12+ years in customer service. Adept at resolving complex customer issues and enhancing satisfaction through effective communication and teamwork. Committed to delivering timely, high-quality service while fostering positive relationships with customers.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Service-focused bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Felicia Costen-Simons

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Customer Service Representative

Customer Service Representative

Call Center Representative

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High School Diploma -

Graduate Certificate - Medical Billing

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Customer Service Representative

Customer Service Representative

Call Center Representative

High School Diploma -

Graduate Certificate - Medical Billing

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