Felicia Simon
Irmo,SC
Summary
Results-driven professional with a strong background in customer service, client relations, and operational excellence within high-performance environments. Skilled in strategic planning, risk-aware decision-making, and quality improvement initiatives that consistently exceed organizational goals. Proven ability to lead diverse teams, mentor individuals, and foster a culture of accountability and peak performance. Known for balancing customer-first service with operational precision, and eager to take on new challenges as Interim Team Leader in Global Card and Risk Operations
Overview
11
11
years of professional experience
Work History
Collections Specialist I
American Express
01.2022 - Current
- Collected payments on all current accounts to ensure financial stability.
- Educated customers on existing products to enhance understanding and utilization.
- Established rapport with customers to foster long-term relationships.
- Identified and provided tailored financial solutions to meet customer needs.
- Delivered exceptional customer experiences, resulting in increased satisfaction.
Customer Care Representative
Verizon Wireless
01.2020 - 01.2021
- - Responsible for handling customer accounts
- - Knowledge of billing and payment procedures
- - Knowledgeable in callbacks and scheduling
- - Experienced in inbound/outbound call taking procedures
Debt Specialist I
TD Auto Finance Collections
01.2019 - 01.2020
- - Responsible for collection on auto loans
- - Accounts receivable knowledge/experience
- - Inbound and Outbound Calling Knowledge
- - Knowledge of billing and collections procedures
- - Negotiation of settlements and establishing promise to pay
Customer Service Representative
First Citizens Bank
01.2019 - 01.2019
- Responsible for providing customers with above average customer service
- - Provide fast and accurate services for all customers
- - Strong multi-tasking ability
- - Demonstrated excellent customer service skills
Customs Entry Processor
DHL Global Forwarding
01.2018 - 01.2019
- Responsible for data entry, keying and processing files through customs
- - Provide fast and accurate services for all customers
- - Multi-tasking between different systems
- - Demonstrated excellent customer service skills
Inside Sales & Retention Representative
Time Warner Cable
01.2016 - 01.2019
- Responsible for providing the skills and expertise to build and develop cohesive teams. Encouraged and shared information and knowledge with co-workers.
- Prepared and mainlined administrative records and data in accordance with guidelines.
- - Provided strong sales and negotiation skills
- - Retained customers through positive customer relationships and resolved concerns to customer satisfaction
- - Consistently delivered accurate information to customers relative to performance goals and objectives
- - Responded to customer telephone inquiries
- - Provided requested information to all customers
- - Demonstrated excellent customer service skills
Phone Banker I
Wells Fargo
01.2015 - 01.2016
- - Managed services associated with customer concerns and issues
- - Provided customers with accurate information
- - Maintained high quality customer relationships
- - Handled money
Education
Bachelor of Science - Accounting
South University Savannah
GA01.2025
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Provost Academy
01.2015
Skills
- Client service excellence
- Analytical thinking
- Effective communication skills
- Customer-centric approach
- Proactive mindset
- Flexibility and adaptability
- Timely execution
- Organizational effectiveness
- Solution-oriented mindset
- Achievement-driven attitude
- Leadership qualities
- Collaborative teamwork
- Strong work principles
- Self-assuredness
- Efficient time utilization
- Strategic planning capabilities
- Responsibility and accountability
- Multi-tasking expertise
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- People management
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
Languages
German
Timeline
Collections Specialist I
American Express
01.2022 - Current
Customer Care Representative
Verizon Wireless
01.2020 - 01.2021
Debt Specialist I
TD Auto Finance Collections
01.2019 - 01.2020
Customer Service Representative
First Citizens Bank
01.2019 - 01.2019
Customs Entry Processor
DHL Global Forwarding
01.2018 - 01.2019
Inside Sales & Retention Representative
Time Warner Cable
01.2016 - 01.2019
Phone Banker I
Wells Fargo
01.2015 - 01.2016
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Provost Academy
Bachelor of Science - Accounting
South University Savannah