Summary
Overview
Work History
Education
Skills
Timeline
Generic

Felicia M. CEASER

Katy,Texas

Summary

Customer service professional with a demonstrated commitment to providing incredible service for the past 12 years. Strong communication skills that allow me to listen to a customer’s problem and suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied. Dedication to keeping my skills and knowledge up to speed by learning new computer software, working with innovative customer service approaches and being part of a team of knowledgeable colleagues.

Overview

15
15
years of professional experience

Work History

Medical Assistant /Scheduler Coordinator

LIVER ASSOCIATES OF TEXAS, P.A
Houston, TX
02.2013 - 04.2016
  • Sanitized, restocked and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions and prepared for physician examinations.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Taught patients about medications, procedures and care plan instructions.
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
  • Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
  • Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
  • Ordered all pharmacy supplies and kept check on inventory levels.
  • Direct day-to-day administrative and operational functions for 3-bed facility, providing guidance and leadership to over 8 employees across more than 3 departments.
  • Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.

Customer Service Assistant Supervisor

Centralized Showing Service Inc.
Houston, TX
07.2008 - 12.2012
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Resolved account issues to build rapport and relationships with clients.
  • Assessed and authenticated customer exchanges, voids and returns.
  • Coached employees through day-to-day work and complex problems.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Created customer support strategy to increase customer retention.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Assisted with preparing information required for quotes and addressed potential service concerns.

Customer Service Representative

Borders Bookstore
Houston, TX
02.2005 - 02.2008
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.

WATER TREATMENT SPECIALIST

US ARMY
Fort Polk, LA
08.1995 - 12.1999
  • Recorded test data and prepared reports, summaries or charts to interpret test results.
  • Assisted in water reconnaissance and site preparation.
  • Maintained water treatment equipment.
  • Collected samples of gases, soil, water and other materials for testing.
  • Performed water quality analysis, testing, and verification.
  • Collected water samples to test alkalinity, hardness and residual levels.
  • Adhered to EPA and OSHA regulations.
  • Operated equipment such as front-end loaders, reverse osmosis water purification unit regularly.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Operated and adjusted controls on equipment to purify and clarify water, process or dispose of sewage and generate power.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Disinfected water with chemicals such as ammonia and chlorine in exact concentrations.

Education

Certificate - Medical Assistant

Remington College
Houston, TX
10.2013

Associate of Applied Science - Pre-Nursing

Houston Community College
Houston, TX
08.2005

High School Diploma -

Franklin Senior High School
Franklin, LA
12.1995

Skills

    Customer service professional with a demonstrated commitment to providing incredible service for the past 12 years Strong communication skills that allow me to listen to a customer’s problem and suggest acceptable solutions Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied Dedication to keeping my skills and knowledge up to speed by learning new computer software, working with innovative customer service approaches and being part of a team of knowledgeable colleagues

Timeline

Medical Assistant /Scheduler Coordinator

LIVER ASSOCIATES OF TEXAS, P.A
02.2013 - 04.2016

Customer Service Assistant Supervisor

Centralized Showing Service Inc.
07.2008 - 12.2012

Customer Service Representative

Borders Bookstore
02.2005 - 02.2008

WATER TREATMENT SPECIALIST

US ARMY
08.1995 - 12.1999

Certificate - Medical Assistant

Remington College

Associate of Applied Science - Pre-Nursing

Houston Community College

High School Diploma -

Franklin Senior High School

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Felicia M. CEASER