Felicia Oldham
Houston,TX
Summary
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Comcast Universal NBC
09.2018 - Current
- Specialists process complaints and issues related to products or services. They help customers complete purchases, upgrades, returns, and frequently provide advice and technical assistance as well. They generally work in office environments, call centers, or from their homes.
Case Manager
Always Hospice
01.2022 - 12.2024
- Conducting initial assessments to understand the patient's physical, emotional, social needs, and developing personalized careplans in collaboration with the interdisciplinary. Arranging for necessary services such as home health aides, nurses, and other support personnel. Ensuring proper documentation and adherence to regulatory requirements.
Customer Service Representatives
AARP
06.2017 - 09.2019
- Answer incoming customer calls and provide assistance for registration, email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting interact and coordinate with other departments to resolve customer issues determine further action or final completion on customer cases received. may be asked to sell additional products or services test, analyze and clear customer reported trouble make notations via computer terminal prepare reports and process paperwork interpret customer records and repair tickets escalate customer trouble issues when appropriate
Processing Operator
Shell Lubricant Plant
10.2014 - 10.2017
- Prepare reports for the company
- Enter reports in house publication into the computer system
- Keeping track of vacation schedules.
- Arranging maintenance to repairs or malfunction of o. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Education
High school diploma -
Kashmere High School
01.1994
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Houston Community College
Houston, TX01.2011
Skills
- Network Support
- Software Troubleshooting
- Microsoft Outlook
- Customer Support
- System Administration
- Disaster Recovery
- LAN
- Tech Support
- WAN
- Computer Networking
- Benefits administration
- Operating Systems
- Microsoft Exchange
- Help Desk
- Troubleshooting
- Microsoft Windows Server
- Microsoft Windows
- MS excel
- Information Security
- Communication Skills
- Accounts Payable
- Sales
- Microsoft Excel
- Human resources
- Desktop Support
- PowerPoint
- Remote Access Software
- Computer Literacy
- VPN
- Excel
- Customer Service
- Call Center
- Active Directory
- Customer Care
- CSR
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ 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.
Additional Information
- Skills
- Computer literate with various programs
- Micro Office
- MS Excel
- PowerPoint
- Access & most office equipment.
Certification
Sales Essentials Certificate
Timeline
Case Manager
Always Hospice
01.2022 - 12.2024
Customer Service Specialist
Comcast Universal NBC
09.2018 - Current
Customer Service Representatives
AARP
06.2017 - 09.2019
Processing Operator
Shell Lubricant Plant
10.2014 - 10.2017
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Houston Community College
High school diploma -
Kashmere High School
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