Felicia Jones
Customer Service Representative
Mobile,AL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 20-year background maintaining customer satisfaction and contributing to company success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Globe Life Liberty National
Mobile, AL
02.2023 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standards.
- Increased efficiency and team productivity by promoting operational best practices.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Customer Service Coordinator
Independent Living Center Of Mobile, AL
05.2005 - 11.2023
- Responsible for providing the highest customer service to clients by responding to their inquiries and resolving their problems and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about care and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Oversee team operation to ensure compliance with local, state, and federal regulations.
- Generate written reports, service specifications, and job orders.
- Manage budget for transportation and oversees community relations.
Instructor Coordinator of Pre-Vocational Program
Independent Living Center Of Mobile, AL
05.2005 - 11.2022
- Planned and managed consumer's day to day activities.
- Coached and provided training to 15-20 venders daily to build proficiencies necessary to succeed.
- Used conflict resolution and best practices to resolve issues and disputes with involved parties.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Improved student performance by defining clear goals and communicating performance metrics.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Increased student participation via engaging lectures and assignments.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Facilitated learning with creation of engaging written and oral assignments.
- Assisted students in retaining lecture information with creation of guides and course materials.
Aide
Independent Living Center
10.2002 - 05.2005
- Worked with coworkers to complete task
- Assisted and monitored individuals with disability behaviors.
- Offered caring companionship and emotional support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients development by encouraging teamwork and understanding of others.
- Observed and monitored clients activities.
- Identified ways to improve efficiency in operations and implemented process changes.
Education
Associate of Science -
Bishop State Community College
Mobile, AL12.2021
Skills
- Communication skills
- Relationship building
- Special Assignments
- Problem solving
- Operational Efficiency
- Time Management
- High Customer Service Standards Adherence
- Client Relations and Retention
- Quote Preparation
- Productivity Standards
- Program Leadership
- Microsoft Excel
- Process Improvement
- Cash Handling
- Account Management
- Account Updates
- Customer Relations
- Customer Service Excellence
- Conflict Resolution Techniques
Certification
- Licensed All Lines Adjuster
- Top Producer Cerificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Don't sit down and wait for the opportunities to come. Get up and make them."
Madam C.J. Walker
Timeline
Customer Service Representative
Globe Life Liberty National
02.2023 - 05.2023
Customer Service Coordinator
Independent Living Center Of Mobile, AL
05.2005 - 11.2023
Instructor Coordinator of Pre-Vocational Program
Independent Living Center Of Mobile, AL
05.2005 - 11.2022
Aide
Independent Living Center
10.2002 - 05.2005
Associate of Science -
Bishop State Community College
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