Felicia Gaines

Received incoming phone calls and contact form submissions and provided timely responses to inquiries.

• Developed and deepened productive community relationships to assist with defining requirements, executing plans and strengthening leadership.
• Maintained regular communication between departments via email and phone calls to coordinate program logistics.

• Answer general tax account questions and /or field calls to appropriate department Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction
• Document each customer's inquiry information into a database
• Verify customer's information, making corrections and updates as needed
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.

• Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
• Kept students on-task with proactive behavior modification and positive reinforcement strategies.
• Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.

• Deliver letters, documents, and parcels to businesses and homes
• Travel planned routes on foot or by truck
• Collect outgoing mail along route, and when necessary, collect money for postage due
• Sort mail, including packages, according to delivery sequence.

• Collect on past due child support payments
• Skip trace to locate absent parents
• Use negotiation skills to set up payments
• Update all pertinent information into database.