Felicia Moore
North Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Public Relations industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Roadside Assistance Agent
Quest
12.2018 - 12.2023
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
- Conducted regular follow-ups with customers to ensure their satisfaction and gather feedback for continuous improvement.
Ticket Agent/Gate Agent
Allegiant Airlines
05.2016 - 12.2018
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Researched and resolved customer ticketing issues to promote satisfaction.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
Shift Leader
SAS Services (Airport Wheelchair Porters)
01.2015 - 05.2016
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
Front Desk Agent
Primm Valley Resorts
10.2014 - 05.2016
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Transit Ambassador
Regional Transportation Commission Of Southern Nev
02.2011 - 10.2014
- Participated in ongoing training programs to stay current on latest industry best practices and enhance job performance levels.
- Aided in emergency situations by following established protocols and providing necessary assistance to passengers in need.
- Maintained clean and welcoming transit facilities, contributing to overall rider satisfaction levels.
- Streamlined the boarding process for smoother operations by assisting passengers with fare payment and route guidance.
- Assisted passengers with special needs, ensuring their comfort and accessibility throughout their journey.
Education
Bachelor Of Business Administration - Business Administration And Management
College of Southern Nevada
Las Vegas, NVAssociate Degree In Nursing - Nursing
Long Beach City College
Long Beach, CAHigh School Diploma - General Studies
Long Beach Polytechnic High School
Long Beach, CA06.1995
Skills
- Strong multitasking
- Patience and understanding
- Reliability and punctuality
- Quick Thinking
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Adaptability and Flexibility
- Active Listening
- Microsoft Office
- Data Entry
- Interpersonal Skills
- Analytical Thinking
- Quality Control
- De-Escalation Techniques
- Professional Demeanor
- Call Center Software
Timeline
Roadside Assistance Agent
Quest
12.2018 - 12.2023
Ticket Agent/Gate Agent
Allegiant Airlines
05.2016 - 12.2018
Shift Leader
SAS Services (Airport Wheelchair Porters)
01.2015 - 05.2016
Front Desk Agent
Primm Valley Resorts
10.2014 - 05.2016
Transit Ambassador
Regional Transportation Commission Of Southern Nev
02.2011 - 10.2014
Bachelor Of Business Administration - Business Administration And Management
College of Southern Nevada
Associate Degree In Nursing - Nursing
Long Beach City College
High School Diploma - General Studies
Long Beach Polytechnic High School
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