Felicia Davis
Shreveport,LA
Summary
Results-driven customer service professional with over four years of experience in high-volume environments. Expert in critical thinking and multitasking, successfully resolving inquiries while providing empathetic support. Seeking to leverage expertise to improve customer experiences.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Sykes Call Center
Scottsdale, AZ
04.2016 - 02.2019
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed high call volumes while maintaining quality service and customer satisfaction.
- Assisted in training new representatives on systems and protocols to enhance team performance.
- Provided timely resolutions to escalated issues, ensuring customer satisfaction and retention.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Customer Service Representative
Teleperformance USA
Shreveport, LA
02.2014 - 03.2016
- Documented customer interactions accurately using CRM software to ensure consistency in follow-up actions.
- Identified recurring issues and provided feedback for process improvements to management teams.
- Collaborated with cross-functional teams to streamline operations and enhance service delivery efficiency.
- Provided product knowledge support, ensuring customers received accurate information for informed decisions.
Cashier
Walmart
Shreveport, LA
02.2012 - 04.2014
- Processed customer transactions efficiently using point-of-sale (POS) systems.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Managed cash register, ensuring accurate cash handling and drawer reconciliation.
- Trained new staff on operational procedures and customer service standards.
Customer Service Representative
Teleperformance USA
Shreveport, LA
04.2010 - 02.2012
- Monitored service metrics, adapting strategies to meet organizational goals for customer satisfaction ratings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Computer Science
Louisiana Tech University
Ruston, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Complaint handling
- Conflict resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Complaint resolution
- Call center operations
- Customer satisfaction measurement
- Follow-up skills
- Product knowledge
- Paperwork processing
- Order processing
- Documentation
- Data collection
- Building rapport
- De-escalation techniques
- Technical support
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Order fulfillment
- Research
- Reading comprehension
- Office equipment proficiency
- Proofreading
- Product promotion
- Product education
- Credit adjustments
Timeline
Customer Service Representative
Sykes Call Center
04.2016 - 02.2019
Customer Service Representative
Teleperformance USA
02.2014 - 03.2016
Cashier
Walmart
02.2012 - 04.2014
Customer Service Representative
Teleperformance USA
04.2010 - 02.2012
Computer Science
Louisiana Tech University