Felicia Costen-Simons
East Elmhurst,NY
Summary
Customer service representative specializing in technical support and billing resolution. Known for enhancing customer satisfaction through clear communication and effective problem-solving. Demonstrates a consistent record of resolving technical issues efficiently while maintaining high service standards.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Charter Spectrum
Flushing, New York
10.2022 - 05.2026
- Managed incoming calls, delivering professional and knowledgeable service to every customer.
- Resolved billing inquiries and service issues to enhance customer satisfaction.
- Educated customers on product features and service plans available.
- Resolved technical issues related to internet and cable services.
- Coordinated installation scheduling and service appointments to ensure timely service delivery.
Customer Service Representative
Apps Paramedical
Bayside, New York
05.2021 - 07.2022
- Maintained accurate appointment records to keep team members informed of current availability.
- Collaborated with management to streamline scheduling processes, improving overall workflow.
- Assisted customers with service inquiries and technical support issues.
- Utilized CRM software to track and resolve customer concerns effectively.
- Collaborated with team members to enhance customer service protocols.
Call Center Representative
Dial7 Car and Limo service
Long Island City, New York
06.2006 - 11.2019
- Answered incoming calls, delivering knowledgeable service and maintaining high standards of professionalism.
- Handled customer inquiries, ensuring satisfaction through professionalism and patience.
- Resolved complaints by actively listening and delivering tailored solutions to enhance customer experience.
- Assisted in training new representatives on call handling techniques.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA03-2012
Graduate Certificate - Medical Billing
U.S. Career Institute
Fort Collins, CO04-2010
Skills
- Technical support
- Billing resolution
- Appointment scheduling
- Technical issue resolution
- Product education
- Service recovery
- Customer relationship management
- Problem solving
- Active listening
- Team collaboration
- Communication skills
Timeline
Customer Service Representative
Charter Spectrum
10.2022 - 05.2026
Customer Service Representative
Apps Paramedical
05.2021 - 07.2022
Call Center Representative
Dial7 Car and Limo service
06.2006 - 11.2019
High School Diploma -
Penn Foster Career School
Graduate Certificate - Medical Billing
U.S. Career Institute