Felicia Kidd
Henderson,NV
Summary
I am a dedicated Customer Service Specialist with skills to prioritize and multi-task in fast-paced a fast-paced working environment who is seeking a role aligned with my goal of growth and advancement within the company. I am a highly adaptable team player with excellent active listening and multitasking abilities with experience working both collaboratively and independently to meet and exceed business goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Paysign Card Services
Henderson, NV
04.2024 - 04.2025
- Resolved customer problems by working with other departments to provide solutions that meet customer needs.
- Executed account functions including account closures, balance transfers, card replacements, and fee reversals, ensuring timely and efficient service to customers.
- Answered customer inquiries, delivering accurate information on accounts, payments, fees, and transactions to enhance customer understanding.
Relationship Manager
Barclaycard
Henderson, NV
04.2019 - 02.2023
- Engaged with customers, credit card partners, and business colleagues to foster collaboration across Barclaycard, enhancing revenue and customer experience
- Owned customer needs, managing demanding requirements and priorities to enhance satisfaction and loyalty
- Handled high call volume (80-100 per day), assisting members with scheduling payments, disputing transactions, and providing account information to ensure timely resolutions
Member Support Representative
Sutherland Global Services
Henderson, NV
05.2018 - 03.2019
- Handled escalation calls during floor support as acting supervisor, providing timely resolutions for member issues.
- Assisted members with loan status, submitted documents, and scheduled payments in high call volume environment (80-100 calls per day), enhancing customer engagement
- High scores on first call resolution
- Consistently rates 100% with quality assurance
- Built strong rapport with borrowers, team members, and team manager, fostering a collaborative and supportive work environment
Lead Code Enforcement Assistant
City of Milwaukee
Milwaukee, WI
07.2013 - 08.2017
- Executed technical duties including writing code violations to ensure compliance with City ordinances
- Performed call backs and answered all questions from citizens in regards to code enforcement rules, city ordinances and violations
- Facilitated resolution of consumer conflicts, enhancing satisfaction and trust in code enforcement processes
- Provided comprehensive customer service by addressing inquiries and resolving issues directly with clients.
- Recognized frequently as a key contributor to team efforts, promoting collaboration and effectiveness
Personal Care Worker
P&S Personal Care
Milwaukee, WI
02.2014 - 03.2017
- Assisted clients with personal care tasks including hair care, oral hygiene, bathing, grooming, dressing, and managing bodily functions to promote comfort and dignity.
- Assisted clients with toileting needs to ensure comfort and dignity
- Provided compassionate client care by performing a variety of essential client care duties
- Maintained safe, clean, and healthy environment through light housekeeping tasks such as changing bed linens, dusting, vacuuming, cleaning kitchen and bathroom, and laundry to enhance client wellbeing.
- Planned and prepared meals according to specific dietary requirements of the client.
- Observed and reported changes in client's condition to RN Supervisor, ensuring timely response and continuity of care.
- Recording pertinent information pertaining to the client's care
Consumer Contact Representative
FIS
Milwaukee, WI
06.2010 - 03.2011
- Handled approximately 60 calls daily, addressing customer inquiries, updating information, and sharing product details to enhance customer satisfaction
- Resolved customer inquiries and complaints promptly, fostering positive relationships through empathetic communication
- Enhanced customer experience by actively listening to concerns and delivering tailored solutions to meet needs
Office Manager
Presidential Touch Cleaning LLC
Wauwatosa, WI
08.2007 - 04.2010
- Answered inbound calls, managed employee schedules, updated employee information, filed documents, and provided information on payroll and insurance benefits to support staff inquiries.
- Managed and tracked employee vacation, holiday, and overtime pay, ensuring accurate record-keeping and compliance.
- Handled daily heavy flow of paperwork, assisting with invoicing and resolving shipping problems to ensure timely operations.
Education
HS Diploma -
John Marshall High School
Milwaukee, WI01-2004
Skills
- Customer Relations (10 years)
- Call Center
- Customer Engagement
- Client Support
- Customer Satisfaction
- Problem solving skills
- Excel (10 years)
- Microsoft Office (10 years)
- Microsoft Office expertise
- Outlook (10 years)
- Office Productivity
- Multitasking Abilities
- Organizational skills
- Written and verbal communication
- Banking
References
References available upon request.
Timeline
Customer Service Representative
Paysign Card Services
04.2024 - 04.2025
Relationship Manager
Barclaycard
04.2019 - 02.2023
Member Support Representative
Sutherland Global Services
05.2018 - 03.2019
Personal Care Worker
P&S Personal Care
02.2014 - 03.2017
Lead Code Enforcement Assistant
City of Milwaukee
07.2013 - 08.2017
Consumer Contact Representative
FIS
06.2010 - 03.2011
Office Manager
Presidential Touch Cleaning LLC
08.2007 - 04.2010
HS Diploma -
John Marshall High School