Summary
Overview
Work History
Education
Skills
Timeline
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Felicia Smith

DeSoto,TX

Summary

Customer support expert with over six years of experience in customer support, healthcare, and insurance sectors. Proven track record of delivering exceptional service via phone, live chat, and email channels. Proficient in high-pressure environments, utilizing advanced technical skills and a proactive problem-solving approach.

Overview

14
14
years of professional experience

Work History

Program Eligibility Specialist

Conduent
DeSoto, Texas
07.2023 - Current
  • Translated complex eligibility criteria into clear, user-friendly terms.
  • Resolved 80% of potential escalations during initial contact through empathetic support.
  • Created tailored templates to improve communication efficiency.
  • Organized notes and resources, reducing interaction time by three minutes per engagement.

Customer Support Technician

Prosphere Tek
Bossier City, LA
03.2018 - 01.2023
  • Utilized CRM software ticketing system for precise record-keeping and timely follow-ups.
  • Reduced supervisor call volume by 75% through streamlined intake and issue resolution.
  • Achieved over 97% quality score and 98% customer satisfaction for four consecutive years.
  • Trained new team members while enhancing skills of peers.

Insurance Agent

Aflac American Family Life Assurance Company Of Columbus
Shreveport, LA
04.2011 - 07.2015
  • Provided exceptional case management and account servicing to policyholders, including handling billing, claims, and benefits inquiries.
  • Recognized for building trust and rapport with clients, and for successfully managing inactive and strained accounts.
  • Improved team effectiveness by training new agents and assisting struggling representatives, contributing to a positive, member-focused culture.

Education

Bachelor's Degree - Psychology

Louisiana State University in Shreveport
Shreveport, LA

Skills

  • Benefit education and explanation
  • Eligibility assessment
  • Accurate documentation
  • Resource navigation
  • Technical issue resolution
  • Mentoring and training
  • Counseling and advocacy
  • Applicant assistance
  • Fast typing skills

Timeline

Program Eligibility Specialist

Conduent
07.2023 - Current

Customer Support Technician

Prosphere Tek
03.2018 - 01.2023

Insurance Agent

Aflac American Family Life Assurance Company Of Columbus
04.2011 - 07.2015

Bachelor's Degree - Psychology

Louisiana State University in Shreveport

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