FELICIA KLINE

• Provided high level of customer service by phone to each person by engaging customer and using active listening and effective interpersonal skills.
• Managed online booking inquiries. Resolved various issues and discrepancies for customers.
• Provided customers, partners, travel agents and vendors with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction and rating.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Generated revenue by selling ancillary products that provide positive results and exceeded financial monthly goals. Performance metrics reported to management to inform decision making.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations.

• Address customer concerns and discrepancies to develop potential solutions and maintain high-quality service.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Assist passengers with self-serve, check-in procedures.
• Assist distressed passengers due to change in travel via procedures. Verify documents, travel destinations, provide boarding passes and weigh luggage and collect excess luggage fees.
• Assisted with dispatching aircraft to meet established timelines for departure.
• Interpret policy and procedure requirements for domestic and international travel to customers.
• Comply with organizational security, internal and external policies, procedures and regulations via travel industry.

• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Greeted customers face to face gaining trust through impromptu rapport to determine desires and needs to assist them in selecting the vehicle of their choice and provide travel solutions.
• Gathered feedback from customers on service efficiency and quality of vehicles.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Increased revenue with strategic upselling of products and services to existing customers.
• Assisted with design and implementation of customer service policies to streamline and standardize procedures

• Managed 100+ homes for Multnomah County with advisory responsibility, providing training for residential service providers as well as physical facility inspections to be in compliance with Multnomah County policies and procedures.
• Advised, maintained, evaluated, created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to staff, resident family members, case managers, community partners, and medical professions on compliance with State and Federal Regulations.
• Developed and maintained relationships with external partners to facilitate program operations.
• Collaborated with team, other program coordinators, and agencies to achieve consistency in program objectives and services via feedback and recommendations.
• Administered licensing reports summarizing compliance and noncompliance needed to be addressed with additional training, other recommended actions, fines or closing of home.
• Analyzed program data by tracking and reporting program outcomes to identify areas of improvement

Implemented policies and procedures to solve issues related to the safety of Adult Home Care.

• Facilitated impromptu physical inspections of Adult Home care to identify deficiencies and other issues of concern, apprised providers with required corrective measures.
• Documented, tracked and develop resolutions to be in compliance with County, State and Federal Regulations.
• Trained, monitored and advised newly hired Licensure's on program operations, how to manage workload shifts, restructuring, Improvement plans and prioritizing to meet the demands.
• Presented reports, documents and verbal testimony in court regarding violation of Adult Care Home rules with regard to abuse and neglect.
• Performed job duties with minimal supervision.

• Monitored 200+ home providers and their licensure status, physical inspections, recommendations, processing, complaints and emergency preparedness.
• Implemented policies and procedures to solve issues related to safety of Adult Care home.
• Provided leadership, guidance, training and support to newly issued and renewed home licenses to ensure administrative standards and procedures were in compliance.
• Impromptu physical and documented inspections of various facilities to review safety and other issues of concern with required corrective measures for identified deficiencies.
• Directed and coordinated visits to evaluate facility preparedness for emergencies, conducted resident interview's, medication reviews, and program compliance.
• Expedited response to incoming reports concerning resident safety issues with on-site research and documenting results in Adult Care Home database with solutions provided on follow up to eliminate risk. ● Performed in-depth review of County rules and state regulations to ensure compliance in adult homes with Multnomah County Administrative Rules.