FELICIA KLUGE
Clearwater,FL
Summary
Experienced professional with over eight years supporting customer service, sales, and marketing growth across multiple industries. Known for a versatile and organized approach to problem-solving, process optimization, and fostering valuable customer relationships. Holds a master's degree in business management with a deep understanding of customer service and sales. Goal is to aid companies in enhancing customer relationships, driving growth, and reaching performance targets. Seeking opportunities to collaborate and achieve success together.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Evolution Motion Solutions
01.2024 - 06.2025
- Managed eleven key OEM accounts for East Coast region.
- Processed purchase orders using CRM software P21 and provided quotes.
- Achieved an 85% improvement in on-time delivery through account management.
- Handled inbound calls, emails, and chats from customers seeking parts and services from Evolution Motion Solutions.
- Resolved customer inquiries and issues through effective communication and active listening.
- Processed orders and returns using CRM software to ensure accuracy and efficiency.
Elite Services Athlete
Nike
10.2022 - 10.2023
- Processed orders, performed data entry, and issued refunds efficiently.
- Handled escalated calls from Nike retail stores and call centers.
- Ensured resolution within Nike's policies.
- Led customer service team in addressing complex inquiries and resolving escalated issues.
- Implemented process improvements that increased operational efficiency and customer satisfaction.
- Examined customer feedback to uncover patterns and implement service improvements.
Administrative Marketing Assistant
Hercules Sealing Products
10.2019 - 07.2022
- Managed social media accounts and developed ad campaigns.
- Collaborated with vendors to design large-scale banners, branded merchandise, and promotional videos.
- Enhanced e-commerce functionality by optimizing web pages for efficiency.
- Developed and executed marketing campaigns to increase brand awareness and customer engagement.
- Managed social media platforms, creating engaging content and monitoring audience interactions to drive online presence.
- Designed marketing materials using graphic design software to support advertising efforts and maintain brand consistency.
Inside Sales Representative
Hercules Sealing Products
05.2017 - 10.2019
- Handled inbound calls and assisted customers with order placements over the phone.
- Facilitated part identification alongside reverse engineering tasks.
- Achieved significant improvement in order precision and punctual delivery exceeding 90%.
- Ensured customer data integrity through regular updates in CRM.
- Demonstrated product knowledge to effectively address customer inquiries and provide tailored solutions.
- Conducted regular follow-ups with clients to ensure satisfaction and encourage repeat business.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Generated leads through targeted outreach and relationship-building with customers in industrial sectors.
Customer Service Representative
The Office Gurus
12.2015 - 05.2017
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Managed escalated issues with professionalism, ensuring timely resolutions aligned with company standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Human Resources Specialist (42A)
US Army
07.2013 - 09.2014
- Facilitated recruitment processes, enhancing candidate sourcing and selection for diverse positions.
- Developed and implemented employee onboarding programs, improving integration and retention rates.
- Advised management on employee relations issues, fostering a collaborative workplace environment.
- Conducted training sessions on HR policies, ensuring compliance and understanding among staff members.
Education
Master of Science - Management and Leadership
Purdue University Global
West Lafayette, IN04.2024
Bachelor of Science - Communication, Business Administration
Purdue University Global
West Lafayette, IN05.2021
Associates Of Science - Small Business Administration Management
Purdue University
West Lafayette, IN05.2019
Nacala Science
Dunedin High School
Dunedin, FL06.2013
Skills
- Active listening
- Conflict resolution
- Problem-solving
- Multitasking in a fast-paced environment
- Adaptability to customer needs and feedback
- Team collaboration and interpersonal communication
- Sales reporting and performance tracking
- Cold calling and outbound sales
- Account management and retention
- B2B and B2C sales strategies
- Salesforce
- LiveChat
- Hootsuite
- Marketo
- SEMrush
- Google Analytics
- Photoshop
- Illustrator
- InDesign
- Slack
- Microsoft Office Applications
- SharePoint
- Microsoft Teams
- Outlook
- Microsoft Excel
- Payment processing
- Complaint resolution
- Call center operations
- Microsoft outlook
- Call management
- Product knowledge
- Administrative support
- Customer relationship management (CRM)
Websites
Personal Information
Title: Sales & Marketing Professional
Timeline
Customer Service Representative
Evolution Motion Solutions
01.2024 - 06.2025
Elite Services Athlete
Nike
10.2022 - 10.2023
Administrative Marketing Assistant
Hercules Sealing Products
10.2019 - 07.2022
Inside Sales Representative
Hercules Sealing Products
05.2017 - 10.2019
Customer Service Representative
The Office Gurus
12.2015 - 05.2017
Human Resources Specialist (42A)
US Army
07.2013 - 09.2014
Master of Science - Management and Leadership
Purdue University Global
Bachelor of Science - Communication, Business Administration
Purdue University Global
Associates Of Science - Small Business Administration Management
Purdue University
Nacala Science
Dunedin High School
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