Summary
Overview
Work History
Education
Skills
Timeline
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Felicia Gladden

Raleigh,NC

Summary

Dynamic customer service professional with call center experience at Convergys, adept at resolving conflicts and enhancing customer loyalty through active listening and empathy. Proven ability to handle escalated situations effectively, ensuring satisfactory outcomes for both clients and the company. Committed to delivering exceptional service and fostering positive customer relationships.

Overview

2025
2025
years of professional experience

Work History

Customer Service Representative

Convergys
  • 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.

Cashier

Bojangles
11.2024 - 01.2025
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

White Oak High School
Jacksonville, NC
05-2004

Skills

  • Call center experience
  • Customer service
  • Active listening

Timeline

Cashier

Bojangles
11.2024 - 01.2025

Customer Service Representative

Convergys

White Oak High School

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Felicia Gladden