Felicia Waller
Rex,GA
Summary
Experience customer service and operations professional with a strong background in guest relations, customer interactions, escalation management, and administrative support.
Overview
16
16
years of professional experience
Work History
Escalation Specialist
Ricoh USA
Duluth, GA
04.2021 - Current
- Manage and resolve complex customer escalations involving billing, service, account, and operational concerns while maintaining a 98% customer satisfaction rating.
- Process 40+ customer emails daily, prioritizing urgent and high impact issues while maintaining timely and accurate responses in a high-volume environment.
- Consistently exceed performances and KPI goals by approximately 10%, demonstrating strong productivity, quality, and commitment to customer service excellence.
- Train and support 2-3 new hires on customer service procedures, workflow processes, system navigation, and escalation-handling practices.
- Provides hands-on support during Oracle R12 system conversion and process transitions, helping new employees adapt to updated systems and workflows while maintaining daily operational responsibilities.
Senior Specialist, Customer Interaction Team
Ricoh USA
Duluth, GA
03.2010 - 04.2021
- Managed high-volume billing and account inquiries while consistently meeting service standards, resolution deadlines, and quality expectations.
- Maintained accurate customer account information to ensure seamless operations and reliable service continuity.
- Applied advanced troubleshooting and logic to resolve complex issues and support associates handling escalated cases requiring elevated decision-making.
- Partnered with leadership to ensure proper handling of daily inquiries, alignment of workflow, and consistent communication across teams.
- Provided cross-department support and recommended process improvements that enhanced service quality, efficiency, and customer satisfaction.
- Managed chat queues with up to three simultaneous interactions while maintaining high service standards and delivering positive customer experiences.
- Oracle R12 conversion
Education
Bachelor of Science - Technical Management
DeVry University
Decatur, GA10.2026
Skills
- Guest and Customer Relations
- Customer Service Excellence
- Escalation and Conflict Resolution
- Front Desk Operations
- Hospitality Management
- Team Leadership and Coaching
- Employee Training and Development
- Problem Solving and Decision-Making
- Service Recovery
Timeline
Escalation Specialist
Ricoh USA
04.2021 - Current
Senior Specialist, Customer Interaction Team
Ricoh USA
03.2010 - 04.2021
Bachelor of Science - Technical Management
DeVry University