Felicia Smith
Seaside,CA
Summary
Customer service professional with 15+ years of experience in account support, billing resolution, and service order entry. Known for clear communication, problem solving, and accurate coordination with operations teams to resolve customer issues fast.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Waste Management
Castroville, California
02.2024 - Current
- Managed high-volume customer calls for waste collection service requests and account support, ensuring timely resolution of inquiries.
- Processed service orders in customer relationship systems for residential and commercial accounts, facilitating efficient service delivery.
- Answered billing questions using company policies and service history records.
- Coordinated with operations teams on dispatch details for missed pickups and route changes, enhancing overall service reliability.
Operations Specialist
Waste Managment
Castroville, California
06.2008 - 02.2024
- Reviewed driver schedules and dispatch updates for daily route coverage
- Prepared route reports and shared daily updates with supervisors
- Processed customer inquiries and resolved account issues with clear communication
Education
Certificate of Technical Studies - Religion
Harvard University
Cambridge, MA01-2020
Some College (No Degree) - Business
University of Phoenix
Ontario, CASkills
- Service order entry
- Order processing
- Billing support
- Credit card payment processing
- Credit adjustments
- Account management
- Account updating
- Microsoft Excel
- Customer service
- Effective communication
- Problem solving
- Conflict resolution
Accomplishments
- 2021 and 2023 Gold Well Worksite, 2024 Silver Well Worksite
Timeline
Customer Service Representative
Waste Management
02.2024 - Current
Operations Specialist
Waste Managment
06.2008 - 02.2024
Certificate of Technical Studies - Religion
Harvard University
Some College (No Degree) - Business
University of Phoenix