Felicia Knecht
Fayetteville,NC
Summary
I am professional with strong background in customer interactions and service solutions also highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. I'm a effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Committed to ensuring customer satisfaction by providing exceptional service and unmatched.
Overview
14
14
years of professional experience
Work History
Life Insurance Specialist
Sentinel Financial Group
Remote
01.2026 - Current
- Analyze client needs to recommend suitable life insurance products.
- Conduct policy reviews to ensure compliance with regulatory standards.
- Develop and maintained strong relationships with clients to foster trust and loyalty.
- Educate clients on coverage options, benefits, and claims processes to enhance understanding.
- Collaborate with underwriting teams to assess risk and improve decision-making efficiency.
- Conducted regular reviews of existing policies with clients, identifying opportunities for adjustments or additional coverage.
- Mentored new agents, sharing expertise and fostering a collaborative work environment for team success.
- Conducted timely follow-ups with prospective clients/clients to capitalize on sales opportunities and drive revenue growth.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Remote Customer Service Representative
Solutran
Remote
05.2023 - 12.2025
- Resolved customer inquiries efficiently, enhancing satisfaction and retention.
- Utilized CRM software to manage and track customer interactions effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained up-to-date knowledge of product and service changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Nail Technician
UR Nails
2318 Paintersmill Dr, Fayetteville, NC
07.2022 - 05.2023
- Delivered exceptional nail care services, ensuring client satisfaction and repeat business.
- Executed various nail techniques, including manicures and pedicures, with precision and attention to detail.
- Maintained cleanliness and organization of workstations, adhering to health and safety standards.
- Educated clients on nail care products and aftercare procedures for optimal results.
- Developed strong client relationships through personalized service and effective communication skills to increase loyalty, trust and satisfaction.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Used acrylics, gels and glitters to create custom nail art designs for clients.
- Collaborated with other salon staff members to create a positive work environment and seamless customer experiences.
- Utilized time management skills effectively when multitasking between multiple clients, ensuring all received timely and quality service.
Front End associate
Walmart
4001 SE Federal Hwy, Stuart, FL 34997
03.2017 - 07.2018
- Provided exceptional customer service to enhance shopping experience and ensure satisfaction.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Resolved customer inquiries promptly, fostering positive relationships and repeat business.
- Trained new associates on operational procedures and customer interaction best practices.
- Assisted in maintaining store cleanliness and organization to uphold brand standards.
- Coordinated product displays and promotions to attract customer engagement and drive sales.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
Customer Service Call Center Representative
Teleperformance
10400 S U.S. Hwy 1, Port Saint Lucie, FL 34952
04.2012 - 03.2017
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Utilized CRM systems to document interactions and streamline service processes.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Applied Science -
Fayetteville Technical Community College
Fayetteville, NC05-2022
High School Diploma -
Gray's Creek High School
Hope Mills, NC06-2009
Skills
- Complaint resolution
- Scheduling
- Account updating
- Team collaboration
- Verbal and written communication
- [Software] CRM system proficiency
- Inbound and outbound calling
- Hospitality and accommodation
- Active listening
- Data entry
- Problem resolution
- Positive and professional
- Life Insurance Sales
Accomplishments
- Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
Timeline
Life Insurance Specialist
Sentinel Financial Group
01.2026 - Current
Remote Customer Service Representative
Solutran
05.2023 - 12.2025
Nail Technician
UR Nails
07.2022 - 05.2023
Front End associate
Walmart
03.2017 - 07.2018
Customer Service Call Center Representative
Teleperformance
04.2012 - 03.2017
Associate of Applied Science -
Fayetteville Technical Community College
High School Diploma -
Gray's Creek High School
Personal References
- Kelley Caudle, Friend, 7 years, 910-797-9449
- Frank Foushee, Friend, 6 years, 910-721-8392
- Will McGougan, Friend, 6 years, 910-366-6026