Felicia Ladd
Sharon,TN
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 20 years of service-focused experience.
Overview
6
6
years of professional experience
Work History
ERS Customer Advocate II Automotive Call Manager
AAA Auto Club Group
Reomote
03.2022 - Current
- Enhanced member satisfaction by promptly addressing concerns and providing effective solutions.
- Streamlined communication channels for improved responsiveness to members inquiries.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Developed strong relationships with members, promoting trust and loyalty through excellent service.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Delegating service between out AAA members and our service providers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Sierra7
Remote
12.2021 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Claims Specialist
Bank Of America
Remote
10.2020 - 12.2021
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
Front Desk Manager
Hampton Inn By Hilton
Milan, TN
01.2018 - 03.2020
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
No Degree - Business' & Administration
National American University - Rapid City
Rapid City, SDGED -
Waubonsee Community College
Sugar Grove, IL04.2005
Skills
- Inventory Control
- Bank Industry Knowledge
- HealthCare Industry Knowledge
- Conflict Resolution
- Persuasive Communication
- Renewal Opportunities
- Schedule Management
- Customer Relationship Management
- Word Processing
- Invoice Processing
- Insurance Verification
- Typing Speed Accuracy
Timeline
ERS Customer Advocate II Automotive Call Manager
AAA Auto Club Group
03.2022 - Current
Customer Service Representative
Sierra7
12.2021 - 02.2022
Claims Specialist
Bank Of America
10.2020 - 12.2021
Front Desk Manager
Hampton Inn By Hilton
01.2018 - 03.2020
No Degree - Business' & Administration
National American University - Rapid City
GED -
Waubonsee Community College