Felicia Jolly
Portland,OR
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level representative position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offering honed competencies in data-entry, database management and scheduling. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
19
19
years of professional experience
Work History
Call Center Receptionist
Signpost
07.2016 - 11.2023
- Confirmed appointments, communicated with clients, and updated client records.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled assignments independently with good judgement and critical thinking skills.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Call Center Representative
ACS Xerox
01.2007 - 05.2008
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Courtesy Clerk
Safeway
05.2005 - 09.2005
- Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.
- Helped customers take merchandise out of store and loaded items into vehicles.
- Assisted customers with large purchases by carrying items to vehicles.
- Returned unwanted items to correct store locations and restocked shelves.
- Assisted customers with checkout process to foster prompt and smooth transactions.
- Handled shelf restocks and merchandised front lane areas to drive sales.
Education
High School Diploma -
Academy of Alternatives
Gresham, OR06.2006
Skills
- Multi-Line Phone Systems
- Customer Needs Assessment
- Customer Service
- Visitor Relations
- Appointment Scheduling
- Equipment Troubleshooting
- Customer and Client Relations
- Call Answering and Routing
- Customer Complaint Resolution
- Microsoft Office
- Problem-Solving
- Payment Processing
Timeline
Call Center Receptionist
Signpost
07.2016 - 11.2023
Call Center Representative
ACS Xerox
01.2007 - 05.2008
Courtesy Clerk
Safeway
05.2005 - 09.2005
High School Diploma -
Academy of Alternatives
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