Felicia Hall
Downey,ID
Summary
Dynamic and results-driven professional with extensive experience at Medical Facilities and Retail Outlets, excelling in customer relationship management and conflict resolution. Proven ability to enhance customer satisfaction through empathetic communication and effective complaint handling. Skilled in point-of-sale systems, contributing to streamlined operations and increased sales growth. Committed to fostering positive client interactions and team collaboration. Diligent Sales and Knowledge of medical equipment with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Family Dollar
10.2025 - Current
- Assisted customers with inquiries and product selections to enhance shopping experience.
- Resolved customer complaints quickly, ensuring satisfaction and loyalty.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Maintained merchandise displays to promote sales and improve store aesthetics.
- Collaborated with team members to streamline checkout processes during peak hours.
- Educated customers on promotions and loyalty programs to increase engagement.
- Conducted inventory checks to ensure stock availability and accuracy.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Medical Assistant
Franklin County Medical Center
11.2022 - 09.2025
- Assisted in patient intake and documentation processes, ensuring accuracy and compliance with health regulations.
- Managed scheduling of appointments, optimizing workflow for medical staff and enhancing patient experience.
- Conducted preliminary assessments, collecting vital signs and medical history for efficient physician evaluations.
- Coordinated with healthcare providers to ensure timely follow-ups and continuity of care for patients.
- Maintained inventory of medical supplies, streamlining procurement processes and reducing waste effectively.
- Implemented electronic health record (EHR) updates to enhance data accuracy and accessibility for clinical staff.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Conducted routine laboratory tests to assist in diagnosis and treatment of conditions.
- Improved patient satisfaction, efficiently managing appointment schedules and reducing wait times.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Measured patient pulse oximetry.
Medical Assistant
Bingham Memorial Hospital
07.2021 - 10.2022
- Facilitated positive patient experience, greeting patients warmly and providing clear directions within clinic.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Empowered patients through education on self-management techniques for chronic conditions.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
- Contributed to reduction in patient readmission rates by providing thorough discharge instructions and follow-up care recommendations.
- Streamlined patient check-in process, reducing administrative burden for medical staff.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Managed scheduling of appointments, optimizing workflow for medical staff and enhancing patient experience.
- Coordinated with healthcare providers to ensure timely follow-ups and continuity of care for patients.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Psychiatric Technician/Certified Nursing Assistant
Bingham Memorial Hospital
12.2018 - 10.2022
- Monitored patient behavior and reported changes to healthcare team.
- Assisted in implementing treatment plans under supervision of psychiatric staff.
- Provided support during group therapy sessions, fostering patient engagement.
- Maintained accurate patient records and documentation to ensure compliance.
- Trained new staff on safety protocols and patient care techniques.
- Developed strategies for managing challenging behaviors, improving patient interactions.
- Collaborated with multidisciplinary teams to optimize treatment outcomes for patients.
- Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
- Charted on each patient daily.
- Ensured a safe and supportive environment for patients through close monitoring and crisis management techniques.
- Treated clients and families with respect and dignity.
- Fostered a positive therapeutic alliance with each patient by providing consistent encouragement throughout their healing journey.
- Took and monitored vital signs, administered medications, and managed patient behavior.
- Provided compassionate support to patients during group therapy sessions, fostering trust and open communication.
- Assisted in patient goal-setting and regularly monitored progress, celebrating successes and addressing barriers to achievement.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting individual privacy rights.
- Facilitated recreational activities designed to promote socialization skills among peers while also encouraging healthy outlets for stress reduction.
- Conducted initial intake assessments for new patients, gathering essential information needed for proper diagnosis and treatment planning.
- Applied interventions with clients wanting to leave against medical advice (AMA).
- Educated family members about mental health disorders and coping strategies, strengthening their ability to provide support at home effectively.
- Enhanced patient care by implementing individualized treatment plans and providing therapeutic interventions.
- Participated in ongoing professional development opportunities to stay current with best practices in mental health care.
- Improved patient well-being with development and implementation of individualized care plans.
- Reduced incidents of aggressive behavior by implementing de-escalation techniques.
- Supported patients' coping mechanism development with effective communication and empathetic interaction.
- Conducted intake assessments to accurately document patient histories and current mental health status.
- Collaborated with healthcare teams to review and adjust treatment strategies, leading to more personalized care.
- Enhanced therapeutic environment, maintaining clean and safe living space for patients.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Provided therapeutic activities to assist with patient development.
- Provided compassionate patient care, assisting with daily living activities and personal hygiene.
- Mentored junior nursing assistants, fostering a collaborative and supportive work environment.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
- Educated family members on caregiving techniques to better support their loved ones at home after discharge from the facility.
Medical Assistant
Pocatello Ear Nose & Throat
02.2021 - 07.2021
- Facilitated positive patient experience, greeting patients warmly and providing clear directions within clinic.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Conducted preliminary assessments, collecting vital signs and medical history for efficient physician evaluations.
- Assisted in patient intake and documentation processes, ensuring accuracy and compliance with health regulations.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Completed EKGs and other tests based on patient presentation in office.
- Conducted patient follow-up calls to monitor treatment progress and answer any questions.
- Implemented patient education program on preventative care, enhancing community health awareness.
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
- Contributed to reduction in patient readmission rates by providing thorough discharge instructions and follow-up care recommendations.
- Streamlined patient check-in process, reducing administrative burden for medical staff.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Managed scheduling of appointments, optimizing workflow for medical staff and enhancing patient experience.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Certified Nursing Assistant
Helping Hands Home Health
01.2021 - 03.2021
- Assisted patients with daily living activities, enhancing comfort and promoting independence.
- Monitored vital signs and reported changes to nursing staff, ensuring timely interventions.
- Collaborated with interdisciplinary teams to develop patient care plans, improving overall care quality.
- Trained new staff on best practices in patient care and facility protocols, fostering a supportive environment.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Adhered strictly to infection control policies while performing tasks such as administering medications or changing dressings.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Improved patient satisfaction with empathetic listening and addressing concerns promptly.
- Administered medication under supervision of nursing staff, contributing to effective treatment plans.
- Enhanced patient comfort by providing compassionate, one-on-one care during daily activities.
- Assisted in rehabilitation of patients, facilitating quicker recovery with exercise and mobility support.
- Maintained clean and safe environment, reducing risk of infections and promoting health.
Staffing Coordinator/Lead CNA
Safe Haven Healthcare
09.2016 - 11.2016
- Coordinated recruitment efforts, streamlining candidate sourcing and selection processes.
- Implemented onboarding procedures to enhance new hire integration and retention rates.
- Managed scheduling for interviews, optimizing time efficiency for hiring managers and candidates.
- Developed training materials to support staff in understanding company policies and procedures.
- Facilitated communication between departments to ensure alignment on staffing needs and priorities.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
- Developed and facilitated new-hire orientations.
- Supported HR functions such as benefits administration and employee relations, enhancing overall organizational efficiency.
- Developed strong relationships with clients, leading to repeat business and long-term partnerships.
- Assisted with personnel records management to support recordkeeping accuracy.
- Played an instrumental role in reducing employee turnover rates by identifying and addressing common pain points in the hiring process.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Coordinated background checks, reference evaluations, and drug screenings as part of due diligence for successful placements.
- Conducted reference checks and screening of potential candidates to support onboarding process.
- Coordinated job postings and advertisements for maximum exposure and response rate.
- Crafted detailed job descriptions and job postings, obtaining necessary information from hiring managers.
- Reduced risks by enforcing compliance with federal, state and local employment laws and regulations.
- Optimized job advertisements to attract diverse talent pools, resulting in increased candidate quality and quantity.
- Conducted regular reviews of staffing processes, identifying and addressing areas for improvement.
- Enhanced team productivity by developing and implementing efficient staffing schedules.
- Enhanced company's reputation in job market by ensuring transparent and fair recruitment process.
- Streamlined employee onboarding, ensuring smooth transition into company for new hires.
- Boosted employee retention rates by facilitating supportive onboarding experience for new hires.
- Fostered positive relationships with staffing agencies, enhancing quality of candidates sourced.
- Developed targeted recruitment strategies for hard-to-fill positions, increasing pool of qualified candidates.
- Played key role in developing company culture that attracted top talent.
- Assisted in development of job descriptions that accurately reflected role requirements, attracting more suitable candidates.
- Collaborated with department heads to forecast future staffing needs, preparing organization for growth phases.
- Negotiated terms with staffing agencies, resulting in cost savings for company.
- Managed internal job posting process, encouraging career growth and development among existing employees.
- Organized and attended job fairs to directly engage with potential candidates, increasing brand awareness.
- Advocated for staff members, helping to identify and resolve conflicts.
- Collaborated with managers to identify and address employee relations issues.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Assistant Store Manager
Checker Auto Parts
03.2008 - 10.2013
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Coordinated staff schedules, optimizing labor efficiency and coverage during peak hours.
- Implemented training programs for new employees, enhancing team performance and customer service.
- Analyzed sales data to identify trends and adjust inventory levels accordingly.
- Developed promotional displays, increasing product visibility and driving sales growth.
- Managed vendor relationships, negotiating terms to secure favorable pricing and delivery conditions.
- Led inventory audits, maintaining accurate stock levels and reducing shrinkage rates.
- Mentored junior staff members, fostering a collaborative work environment and improving team morale.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Education
No Degree - Certified Nursing Assisting Certificates
Idaho State School of Applied Technology
Pocatello, ID01-1994
No Degree - Marketing And Management
Idaho State University
Pocatello, ID09-1992
Skills
- Customer relationship management
- Conflict resolution
- Point-of-sale systems
- Transaction processing
- Inventory management
- Product knowledge development
- Complaint handling
- Empathetic communication
- Medical records management
- Appointment scheduling
- Patient care assistance
- Health regulations compliance
- Crisis intervention techniques
- Staff training and development
- Quality assurance in service
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Paperwork processing
- Order processing
- Administrative support
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Quality control
- Clerical support
- Live chat support
- Filing
- Product sales
- Multi-line phone talent
- Sales expertise
- Assertiveness
- Order fulfillment
- Research
- Reading comprehension
- Service upselling
- Office equipment proficiency
- Staff education and training
- Retail store support
- Stock management
- Product promotion
- Brand representation
- Quality assurance controls
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
- Business development
- Training development aptitude
- Key holder experience
- Delivery scheduling
Timeline
Customer Service Representative
Family Dollar
10.2025 - Current
Medical Assistant
Franklin County Medical Center
11.2022 - 09.2025
Medical Assistant
Bingham Memorial Hospital
07.2021 - 10.2022
Medical Assistant
Pocatello Ear Nose & Throat
02.2021 - 07.2021
Certified Nursing Assistant
Helping Hands Home Health
01.2021 - 03.2021
Psychiatric Technician/Certified Nursing Assistant
Bingham Memorial Hospital
12.2018 - 10.2022
Staffing Coordinator/Lead CNA
Safe Haven Healthcare
09.2016 - 11.2016
Assistant Store Manager
Checker Auto Parts
03.2008 - 10.2013
No Degree - Certified Nursing Assisting Certificates
Idaho State School of Applied Technology
No Degree - Marketing And Management
Idaho State University