Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Timeline
Generic

Felicia Mendez

Coronado,CA

Summary

Dynamic call center professional with extensive experience at Starwood Hotels & Resorts, excelling in conflict resolution and effective communication. Proven track record in managing high call volumes while delivering exceptional customer service. Skilled in call routing systems and data entry, consistently achieving customer satisfaction through proactive problem-solving and team leadership.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Center Representative

OptumRx
San Diego, California
02.2012 - 06.2013
  • Processed prescription orders using company-specific software systems.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Documented customer interactions in databases for future reference and follow-up.
  • Maintained a positive attitude while managing high call volumes during peak times.

Call Center Team Lead

Starwood Hotels & Resorts
Palmdale, CA
06.2009 - 07.2011
  • Managed daily operations of call center team members.
  • Monitored call quality to ensure adherence to service standards.
  • Resolved escalated customer issues with effective communication skills.
  • Provided coaching and guidance to call center team members on customer service skills.
  • Assumed supervisory responsibilities in the absence of the supervisor, ensuring smooth operations.
  • Executed multiple tasks assigned by the company VP, ensuring timely and efficient completion.

Call Center Agent, Inbound Sales

Princess Cruises
Santa Clarita, California
07.2007 - 06.2009
  • Assisted customers with inquiries about cruise packages and promotions.
  • Educated clients on onboard amenities and shore excursion options.
  • Resolved customer complaints by providing timely and effective solutions.
  • Handled high call volumes while maintaining professionalism and courtesy.
  • Navigated through computer systems to review information and respond appropriately to callers.

Education

Bachelor of Arts - Psychology

California State University, Channel Islands
Camarillo, CA
05-2009

Skills

  • Call routing systems
  • Escalation management
  • Customer service
  • Conflict resolution
  • Data entry
  • Effective communication
  • Active listening
  • 50 WPM

Certification

  • Notary Public
  • Certification in Medical Transcription editing

Affiliations

  • Active volunteer in Coronado Little League

References

References available upon request.

Timeline

Call Center Representative

OptumRx
02.2012 - 06.2013

Call Center Team Lead

Starwood Hotels & Resorts
06.2009 - 07.2011

Call Center Agent, Inbound Sales

Princess Cruises
07.2007 - 06.2009

Bachelor of Arts - Psychology

California State University, Channel Islands

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