Felicia Spann
Hattiesburg,MS
Summary
Successful inbound and outbound customer service professional with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Hancock Whitney Bank
Denham Springs, LA
05.2019 - 12.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Developed highly empathetic client relationships and earned reputation for exceeding service goals.
Assistant Operations Manager
Dollar General
Hattiesburg, MS
09.2015 - 11.2019
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed daily store operations to ensure optimal customer service and employee productivity.
Customer Service Supervisor
General Dynamics Information Technology
Hattiesburg, MS
10.2015 - 11.2018
- Organized and directed the day-to-day activities related to the operation of the Call Center.
- Knowledgeable responses to telephone inquiries to provide basic general and claims specific information.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
Education
William Carey University
05.2014
Jackson State University
12.2010
Skills
- Problem-solving skills
- Efficient
- Dependable
- Live chat support
- Teamwork and Collaboration
- Communication - Verbal & Written
- Microsoft Office Suite
- Active Listening
- Multi-Line Phone Systems
- Types 45 wpm
- Payment Processing
- Data Entry
Timeline
Customer Service Representative
Hancock Whitney Bank
05.2019 - 12.2022
Customer Service Supervisor
General Dynamics Information Technology
10.2015 - 11.2018
Assistant Operations Manager
Dollar General
09.2015 - 11.2019
William Carey University
Jackson State University
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