Felicia Kline-Jackson
Grand Prairie,TX
Summary
Highly dedicated and motivated professional with a solid background in extensive customer service, sales, consulting, training, database management, and business development. A proven track record in driving increased sales, retention, and generating and building relationships within work and the community. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Committed to maintaining my professional skills, knowledge, and strengths to gain future and exposure and experiences.
Overview
15
15
years of professional experience
Work History
Customer Service Agent (CSA) Sales Representative
American Airlines
01.2022 - Current
- Display professional, courteous, compassionate, confidential and respectful behavior when interacting with management, staff and customers and their families. Provide exceptional customer service which retains and increase revenue by repeat business and referrals to family and friends and external stakeholders.
- 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.
- Promoting and selling domestic and international airline tickets upon request.
- Assist passengers with self-serve, check-in procedures. Assist distress passengers due to change in travel via procedures. Verify documents, travel destinations, provide boarding pass and weigh luggage and collect excess luggage fees.
- Assisted with dispatching aircraft to meet established timelines for departure.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Interpret policy and procedure requirements for domestic and international travel to customers.
- Complies with organizational security, internal and external policies and procedures and regulations via travel industry.
Vacation Sales Representative
American Airlines
04.2021 - 01.2022
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction rating.
- Provided exemplary customer service and sales support to partners, travel agents, and vendors.
- Assisted customers on travel-related inquiries regarding; booking, purchasing, modifying vacation packages within the availability of allotted inventory.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Collaborated with customers to resolve disputes correct errors and clarity miscommunications.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Reservation Sales Representative
American Airline
02.2020 - 04.2021
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. Resolved various issues and discrepancies for customers.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided customers with information about availability and pricing. Accepted payments and processed refund and cancellation requests.
- Managed online booking inquiries and assisted customers and travel partners with questions throughout entire booking cycle.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Generated revenue by selling ancillary products that provided positive results and exceeded financial monthly goals.
- Generated and reported performance metrics to management to inform decision-making.
Customer Service Sales Representative
Hertz Equipment Rental Corporation
02.2019 - 02.2020
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Greeted customers and offered face to face communication in selecting their rental car of choice gaining their trust through impromptu rapport to 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.
- Logged customer data accurate and efficient into company CRM system to foster strong account management and rapport.
- Increased revenue with strategic upselling of products and services to existing customers.
- Determined customer needs and interests to recommend rental cars to customers.
- Collected payments, quoted prices and other bid specifications for rental car agreements. Negotiated prices, terms of sales and service agreements.
- Assisted with design and implementation of customer service policies to streamline and standardize procedures.
Adult Care Home Licenser/Program Specialist
Multnomah County, Department Of Human Services
11.2008 - 09.2018
- 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 and 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 non-compliances 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 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.
- Performed job duties with minimal supervision.
Adult Home Care Program Monitor
Multnomah County, Department Of Human Services
05.2012 - 12.2014
- 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 licensing 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 evaluating facility preparedness for emergencies with 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.
Adult Home Care Program Office Assistant II
Multnomah County, Department Of Human Services
03.2011 - 05.2012
- Responsible for the effectiveness of background screening related to providers, household members, and employees. Maintained and updated office records, both digital and physical.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Prepared letters for approvals, denials, and requests for supplemental information and researched criminal history disclosures.
- Delivered clerical support by handling range of routine and special requirements.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Collaborated with public agencies, various departments, customers, applicants via inbound and outbound calls, emails, and direct mail to expedite files requiring facilitated disposition.
Human Resources Specialist I
Multnomah County Sheriff's Office
01.2011 - 03.2011
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Collaborated with managers to identify and address employee relations issues.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Generated and analyzed monthly reports to monitor employee engagement and attrition trends. Provided detailed paid and unpaid leaves, position summaries and rosters.
- Answered calls, responded to emails and letters to questions regarding status, and next steps for hire, benefits and transfers.
- Provided solutions for new hires and existing staff on retirement, benefits, plans and available options based on their individual needs.
- Managed initiatives to ensure various personnel documents were filed or purged according to HR rules and government regulations to meet compliance and minimize exposure.
Education
MBA - Business Administration
Concordia University
Portland, OR06.2005
Bachelor of Science - Marketing
University of Orgen
Eugene, OR06.1993
Skills
- Analytical/Research Skills
- Strategic Planning
- Technical Data Interpretation
- Microsoft Office Suite Proficiency
- Upselling
- Customer Service
- Travel Bookings Processes
- Program Operations
- Inspections Expertise
- Training & Education
- Program Monitoring
- Licensing Requirements
Timeline
Customer Service Agent (CSA) Sales Representative
American Airlines
01.2022 - Current
Vacation Sales Representative
American Airlines
04.2021 - 01.2022
Reservation Sales Representative
American Airline
02.2020 - 04.2021
Customer Service Sales Representative
Hertz Equipment Rental Corporation
02.2019 - 02.2020
Adult Home Care Program Monitor
Multnomah County, Department Of Human Services
05.2012 - 12.2014
Adult Home Care Program Office Assistant II
Multnomah County, Department Of Human Services
03.2011 - 05.2012
Human Resources Specialist I
Multnomah County Sheriff's Office
01.2011 - 03.2011
Adult Care Home Licenser/Program Specialist
Multnomah County, Department Of Human Services
11.2008 - 09.2018
MBA - Business Administration
Concordia University
Bachelor of Science - Marketing
University of Orgen
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