Felicia Fonville
Buckeye,AZ
Summary
Adept in multitasking and organizational skills, I significantly enhanced customer satisfaction at Alorica by efficiently handling over 130 calls daily, focusing on continuous improvement and empathetic service. My tenure at One West Real Estate and Flavor Vapes showcases a proven track record in decision-making and team building, driving operational excellence and fostering a collaborative work environment. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Marketing Administrator
One West Real Estate
08.2023 - 06.2024
- Manage all digital marketing channels (e.g
- Website, blogs, emails and social media) to drive sales.
- Conducted market research to assess customer needs and preferences.
- Adjusted ads to better align with desired consumer audiences and improve conversion rates.
- Evaluated potential partnership opportunities leading to mutually beneficial collaborations.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
Patient Care Advocate
Alorica
09.2023 - 03.2024
- Handles 130 customer calls on average per day
- Initiate and maintain proper follow-up with the patient and government agencies.
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Resolved problems with communication and billing to foster seamless services.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Assistant Manager
Flavor Vapes
11.2022 - 06.2023
- Handles 130 customer calls on average per day
- Initiate and maintain proper follow-up with the patient and government agencies.
Shift Lead
Firehouse Subs
01.2022 - 10.2022
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
Hostess Manager
Cheescake Factory
09.2020 - 11.2021
- Managed high-pressure situations with poise, maintaining excellent customer service during peak hours.
- Fostered a positive work atmosphere, promoting open communication between staff and management.
- Contributed to overall restaurant success by proactively addressing operational challenges as they arose.
- Maintained up-to-date knowledge of menu offerings and specials, providing accurate information to guests upon arrival.
- Mentored hostess team members, fostering professional growth and strong teamwork.
- Streamlined reservation process for increased efficiency and improved guest experience.
- Enhanced customer satisfaction by ensuring a welcoming and organized restaurant environment.
Picker Packer
Amazon
03.2019 - 08.2020
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Reduced shipping errors by thoroughly checking each item before packaging for shipment.
Education
High School Diploma -
Kempsville Academy
Norfolk, VA05.2017
Skills
- Registration and Scheduling
- Decision-Making
- Reliability
- Customer Service
- Team building
- Interpersonal Skills
- Organizational Skills
- Continuous Improvement
- Multitasking Abilities
- CRM Management
- Website Management
- Problem-solving skills
- Customer Support
- Data Entry
- Call Center Customer Service
- Product Packaging
- Order Picking
- Warehouse Safety
- Packing Accuracy
Certification
Foundations of Digital Marketing
Sections
- GET IN TOUCH
- ADMINISTRATOR & ADVOCATE
- FELICIA FONVILLE
- EDUCATION
- E-Commerce
- Customer loyalty
- Customer Outreach
- Marketing
- Marketing Analytics
- Google Foundations of Digital Marketing and E-commerce - Nov 2023
- Skin Care Treatments and Business Certification in Esthetics - Sep 2018 - Feb 2019
- I am an experienced Administrative Assistant with a proven track record of delivering results. I possess excellent organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.
- AVAILABLE IMMEDIATELY
- WORK HISTORY
- Patient Care Advocate, Alorica., 09/2023, Present, Handles 130 customer calls on average per day. Initiate and maintain proper follow-up with the patient and government agencies
- Marketing Administrator, One West Real Estate, 08/2023, Current, Manage all digital marketing channels (e.g. website, blogs, emails and social media) to drive sales
- REFERENCES
- Available Upon Request
References
References available upon request
Timeline
Patient Care Advocate
Alorica
09.2023 - 03.2024
Marketing Administrator
One West Real Estate
08.2023 - 06.2024
Assistant Manager
Flavor Vapes
11.2022 - 06.2023
Shift Lead
Firehouse Subs
01.2022 - 10.2022
Hostess Manager
Cheescake Factory
09.2020 - 11.2021
Picker Packer
Amazon
03.2019 - 08.2020
High School Diploma -
Kempsville Academy
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