FELICIA UEPA
Copperas Cove
Summary
Results-driven customer care professional with 20 years of experience delivering exceptional service across diverse sectors, including healthcare, hospitality, and e-commerce. Expertise in service-based roles enhances customer satisfaction and loyalty. Committed to leveraging skills to create outstanding customer experiences and drive organizational success.
Overview
13
13
years of professional experience
Work History
Crisis Intervention Specialist
Friends In Crisis
03.2026 - Current
- Conduct intake assessments for individuals and families experiencing homelessness, domestic violence, and other crisis situations, gathering sensitive and confidential information while maintaining privacy and professionalism.
- Provide crisis intervention, emotional support, resources, and referrals to clients facing housing instability, homelessness, domestic violence, sexual assault, and related challenges.
- Maintain accurate client records through detailed documentation, data entry, service tracking, and nightly shelter census reporting.
- Perform administrative and clerical duties, including record management, database updates, and service documentation.
- Monitor resident compliance with shelter policies, procedures, and curfew requirements to promote a safe, structured, and supportive environment.
- Assist with daily shelter operations by preparing resident accommodations, assigning beds, and addressing client needs.
- Maintain facility cleanliness and safety through housekeeping duties, including laundry, sweeping, mopping, sanitizing common areas, and making beds.
- Foster a welcoming and respectful environment while supporting clients in achieving stability and accessing community resources.
ISS AID
Copperas Cove ISD
11.2025 - Current
- Supported certified teachers and campus administrators by helping maintain a structured, safe, and supportive environment for students assigned to the In-School Suspension (ISS) program.
- Managed student behavior and administered discipline in alignment with district policies, administrative guidelines, and Individual Education Plans (IEPs), while maintaining a calm and respectful atmosphere.
- Worked one-on-one with students to assist in completing classroom assignments and collaborated with teachers to clarify expectations and coursework.
- Supervised students throughout the school day, including during lunch, bathroom breaks, and transitions, as well as during campus activities such as bus and lunchroom duty.
- Assisted with clerical and administrative tasks as needed, maintained strict confidentiality, and carried out additional duties to support campus operations.
Member Service Rep - Independent Contractor
Nexrep LLC
06.2024 - Current
- As a Member Service Representative for Telemedicine company, I handle inbound calls to assist members with scheduling medical appointments, verifying eligibility for services, and addressing inquiries about virtual healthcare options.
- I also escalate issues and complaints as needed, ensuring prompt resolution while maintaining a high standard of customer service.
- In all interactions, I strictly adhere to HIPAA guidelines to protect member privacy and confidentiality.
- Healthcare/Telemedicine
Custodian
Copperas Cove ISD
08.2025 - 11.2025
- Responsible for maintaining a clean, safe, and well-organized school environment by carrying out daily and scheduled cleaning of classrooms, hallways, restrooms, offices, and common areas, including floors, walls, windows, furniture, equipment, and waste receptacles.
- Managed restocking of supplies such as paper products, soap, and cleaning materials while following proper recycling, waste disposal, and safety procedures.
- Opened and secured the building each school day, ensuring all doors, locks, and panic hardware were functioning correctly and that facilities were properly safeguarded.
- Regularly monitored the building for safety hazards, reported concerns promptly, and completed minor repairs as needed while communicating larger maintenance issues to administration.
- Operated cleaning tools and equipment safely and efficiently, inspected machinery for proper function, assisted with inventory management, moved furniture and equipment as directed, and maintained appropriate building temperatures according to established guidelines.
School Crossing Guard
Copperas Cove ISD
08.2024 - 08.2025
- I ensure the safety of children and pedestrians crossing streets near schools.
- Duties include directing traffic, assisting students and pedestrians in safely crossing intersections, enforcing traffic regulations, monitoring for potential hazards, and communicating with school officials and law enforcement as needed.
- The role requires vigilance, quick decision-making, and excellent communication skills to maintain a secure environment for all pedestrians.
Quality Analyst SR - Independent Contractor
ARISE
03.2023 - 07.2024
- In my role as a Quality Analyst, I provide vital support to assigned agents within a call center environment, focusing on enhancing customer interactions and performance standards.
- This involves assessing recorded and live calls based on defined criteria and offering constructive feedback to agents for improvement.
- Additionally, I analyze customer survey data to identify trends and training needs, promptly address agent queries, and maintain accurate records.
- My contributions include implementing process improvements and conducting agent training sessions to elevate call quality and customer satisfaction.
- Remote
Chat-Product Support Specialist - Independent Contractor
Arise Virtual Solutions
02.2023 - 07.2024
- As a Product Support Specialist, I focused on delivering exceptional customer assistance for tax service software users.
- I proficiently address incoming calls and chats, resolve product-related inquiries, conduct thorough online research, and offer accurate solutions.
- Leveraging my strong grasp of tax concepts and software proficiency, I ensure clients receive expert guidance.
- My role also encompasses efficiently transferring customers, documenting interactions, and contributing to the seamless operation of the support process.
- Remote
Pharmacy Care Rep
HEB
10.2023 - 06.2024
- As a Pharmacy Care Representative, I provide superior customer service and excellent patient care.
- Collaborating with pharmacists and technicians, I handle written prescriptions, verify demographic information, and process orders using RXEVO.
- I promote effective communication through the 'Greet, Ask, and Thank' strategy and H-E-B telephone protocols.
- Managing inventory, I receive and stage OTC items, ensuring accuracy and compliance with Return to Stock SOP.
- Adhering to HIPAA and TSBP regulations, I prioritize patient privacy and counseling.
- I also contribute to compliance with PSE transactions, Central Fill check-ins, and maintain a clean and organized work area.
- Additionally, I assist in professional services activities and participate in events such as Rx screenings and flu shot scheduling.
- My commitment extends to ensuring efficient production and completing tasks such as handling customer transactions, processing prepaid prescriptions, and managing prescription deliveries.
Customer Care Representative - Independent Contractor
LiveOps
02.2022 - 09.2022
- As a Customer Care Representative, I played a pivotal role in delivering top-tier patient support in the medical field.
- My responsibilities encompassed handling a high volume of both inbound and outbound calls, including making follow-up calls to patients regarding their medical equipment and at-home medical tests.
- I utilized the Epic system to access patient information, verify and update insurance details, and ensure accurate record-keeping.
- Notable achievements in this role include efficiently managing patient inquiries, coordinating logistics for medical tests, maintaining meticulous documentation, providing clear testing guidance, managing data, and conducting thorough research to deliver comprehensive and effective solutions.
- My experience in this role has strengthened my ability to multitask, handle sensitive patient information with discretion, and provide exceptional customer support in a fast-paced healthcare environment.
- Remote
Travel Care Professional
Teleperformance
11.2017 - 02.2018
- In my role as a Travel Care Professional at Teleperformance American Express, I provided exceptional service to card members by crafting personalized travel experiences.
- This involved engaging in consultative conversations to recommend tailored products and services, coordinating bookings for flights, hotels, cars, and entertainment options, and guiding card members through the online platform.
- My unwavering commitment to excellence, effective call management, and ability to maintain quality while handling an average of 60 incoming calls per day showcased my dedication to informed assistance.
Customer Service Representative
Teleperformance
01.2014 - 01.2015
- As a Customer Service Representative at Teleperformance United Healthcare Medicare, I played a pivotal role in enhancing customer satisfaction and operational excellence.
- Addressing a variety of inquiries, I assisted members with coverage, benefits, prescriptions, and costs, effectively resolved issues related to claims, billing, complaints, and grievances, and undertook administrative tasks with precision.
- With a customer-centric approach, I also provided training support for new agents and contributed to quality control through call evaluations.
Housekeeper
IHG
01.2013 - 01.2014
- Cleaned and maintained cleanliness of rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, and locker rooms to provide a welcoming environment for guests.
- Dusted furniture and equipment in guest rooms to maintain cleanliness and comfort.
- Made beds and maintained cleanliness of floors by sweeping, scrubbing, waxing, and polishing using appropriate cleaning equipment.
- Collected soiled linens for laundering and organized linen supplies in linen closet to ensure availability for housekeeping tasks.
- Cleaned rugs, carpets, upholstered furniture, and draperies, using vacuum cleaner.
- Washed windows, door panels, and sills.
- Transported trash and waste to disposal area.
- Replenished supplies, such as drinking glasses, writing supplies, and bathroom items.
- Moved and arranged furniture, turned mattresses, hung draperies, dusted venetian blinds, and polished metalwork to ready hotel facilities for occupancy.
- Washed beds and mattresses, and remade beds after dismissal of hospital patients.
- Prepared sample rooms for sales meetings.
- Holiday Inn Express
Education
G.E.D -
Copperas Cove High School
Copperas Cove, TX01-2008
Bryant and Stratton College - 42 Credit Hrs.
Bryant And Stratton College
ONLINESkills
- Trauma-Informed Care
- Risk Assessment Strategies
- Emotional intelligence
- Customer Support
- Customer Service
- Client documentation
- Documentation Management
- CRM software
- Excel
- Outlook
- Problem-solving
- Adaptability and Flexibility
- Time management
- Conflict resolution
- Effective communication
- Emotional intelligence
- Emotional intelligence
Hobbies and Interests
- Creating Social Media Templates for Businesses
- Writing
- Creating Coloring Pages, Coloring Books, and Journals for KDP Publishing
- Content Creation
Timeline
Crisis Intervention Specialist
Friends In Crisis
03.2026 - Current
ISS AID
Copperas Cove ISD
11.2025 - Current
Custodian
Copperas Cove ISD
08.2025 - 11.2025
School Crossing Guard
Copperas Cove ISD
08.2024 - 08.2025
Member Service Rep - Independent Contractor
Nexrep LLC
06.2024 - Current
Pharmacy Care Rep
HEB
10.2023 - 06.2024
Quality Analyst SR - Independent Contractor
ARISE
03.2023 - 07.2024
Chat-Product Support Specialist - Independent Contractor
Arise Virtual Solutions
02.2023 - 07.2024
Customer Care Representative - Independent Contractor
LiveOps
02.2022 - 09.2022
Travel Care Professional
Teleperformance
11.2017 - 02.2018
Customer Service Representative
Teleperformance
01.2014 - 01.2015
Housekeeper
IHG
01.2013 - 01.2014
G.E.D -
Copperas Cove High School
Bryant and Stratton College - 42 Credit Hrs.
Bryant And Stratton College