Job Search Status
Open to workDesired start date: Flexible
Felicia Smith
Senior Customer Service Representative
DeSoto,TX
Work Preference
Summary
Customer support professional with 5+ years of experience in health insurance, Medicaid eligibility, and technical support. Skilled at simplifying complex information, resolving issues quickly, and reducing escalations.
Key Achievements
• Earned 98% customer satisfaction rate.
• Resolved 95% of issues on first contact.
• Reduced supervisor escalations by 75%.
• Cut average handle time by 30%.
Work History
Program Eligibility Specialist
Conduent
DeSoto, Texas
07.2023 - Current
- Quickly mastered program processes, guidelines, and requirements to chat with clients naturally and conversationally.
- Built call templates for key call types, slashing handle time by 30%.
- Delivered dependable customer support, maintaining 97% satisfaction scores.
- Broke down complex rules into simple steps, cutting repeat questions and speeding up cases.
Customer Support Technician
Prosphere Tek
Bossier City, LA
03.2018 - 01.2023
- Gave remote tech support with good speed, accuracy, and professionalism.
- Fixed 8 out of 10 issues on the first call.
- Cut repeat issues 25% by using simple explanations so customers could fix problems themselves.
- Kept 98% accuracy in case notes for smooth follow-ups and service.
Insurance Agent
Aflac American Family Life Assurance Company Of Columbus
Shreveport, LA
04.2011 - 07.2015
- Led quarterly training for new agents, boosting team performance and confidence.
- Revived dormant and strained accounts, restoring client relationships and increasing revenue.
- Organized the team's filing system, resources, and handouts to improve document access and reducing search time by 40%
- Earned dedicated Aflac software computer, gaining competitive edge over peers sharing equipment.
Education
Bachelor's Degree - Psychology
Louisiana State University
Shreveport, LASkills
- 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