Felicia Johnson
Canton,USA
Summary
Results-driven professional with over 10 years of experience in remote call center settings. Proven track record in managing high-volume inbound and outbound calls, fostering positive connections, and ensuring customer satisfaction. Excellent communication and interpersonal skills, along with expertise in customer service, computer operations, and data entry. Astute call center professional offering polished communication skills, excellent organizational abilities, and a talent for overcoming customer objections. Self-motivated and a true team player. Polite and professional customer service representative with a successful history of applying strong communication and problem resolution skills to each customer issue. Solid track record of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Seeking a challenging and dynamic work environment to contribute to company success and seize growth opportunities.
Overview
10
10
years of professional experience
Work History
Contact Center Representative
Perdoceo Education Corporation
02.2023 - 12.2024
- The Contact Systems Coordinator acts as the first point of contact for prospective students for PEC's online and ground campuses
- The Contact Systems Coordinator handle either inbound or outbound calls
- The Contact Systems Coordinator is held accountable to metric expectations specific to their platforms that include the following areas: Quality Assurance Scores on recorded calls
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Remote Customer Service Representative
Carnival Cruise Line
02.2021 - 01.2023
- Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
- Responded to customer requests for products, services, and company information.
- Participated in regular training sessions/webinars provided by the company to enhance product knowledge as well as improve communication skills when dealing with remote customers
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Remote Customer Service Representative
FIS
07.2018 - 01.2021
- Use my exceptional customer service skills to grow your career with a top fintech company
- I will resolve support issues for customers via telephone, IM and email, and support all our major client groups: banking, payments and investments
- Responding to consumer inquiries via phone, email and chat regarding their banking activities
- To complete dispute and fraud claims for customers with Visa or Master credit card
- Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
- Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future reference
- Resolved billing discrepancies for remote customers by investigating account details and coordinating with the finance department for prompt resolution
- Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively
- Assisted remote customers with product recommendations based on their specific needs and preferences, resulting in increased upsell opportunities
- Maintained up-to-date knowledge of company products/services as well as industry trends to provide accurate information and recommendations remotely
Reservation Agent
Diamond Jack Casino
12.2017 - 06.2018
- Assist guest with accommodating them with their choice of visit time and room type, also redeeming any casino comp coupons stay with hotel visitation
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Customer Service Representative
City Telecoin
07.2014 - 11.2017
- Take incoming calls from customers to setup accounts to make payments to be able to accept collect calls from inmates
- Top Sells for for 2 consecutive months of July and August 2014
Education
GED -
Shreveport Job Corp
Shreveport, LASome College - Physical Therapy Assistant
Bossier Parish Community College
Bossier City, LA08.2011
Skills
- Excel Spreadsheet Management
- Reception Management
- Script adherence
- Accurate Typing Ability
- Windows Operating System Experience
- Medical Terminology
- Effective Communication
- Customer Service Expertise
- Call control skills
- Complaint resolution
- CRM software
- Call handling
- Clerical communication skills
- Adaptability to New Knowledge
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Contact Center Representative
Perdoceo Education Corporation
02.2023 - 12.2024
Remote Customer Service Representative
Carnival Cruise Line
02.2021 - 01.2023
Remote Customer Service Representative
FIS
07.2018 - 01.2021
Reservation Agent
Diamond Jack Casino
12.2017 - 06.2018
Customer Service Representative
City Telecoin
07.2014 - 11.2017
GED -
Shreveport Job Corp
Some College - Physical Therapy Assistant
Bossier Parish Community College
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