Felicia R Farris
Jacksonville
Summary
Results-driven Customer Service Representative with a track record of delivering exceptional support in dynamic settings. Proficient in troubleshooting technical issues, efficiently resolving customer inquiries, and ensuring a superior customer experience across various platforms. Skilled at simplifying complex technical concepts for non-technical users, fostering effective team collaboration, and adapting to evolving requirements to achieve optimal outcomes. Recognized for reliability, proactive problem-solving, and a commitment to meeting both customer and organizational objectives.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Bank of America Merrill Lynch
04.2022 - Current
- IT support, Help desk.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Adapted quickly to changes in procedures and system updates for enhanced productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Educated customers about billing, payment processing and support policies and procedures.
Manager
Culver's Restaurant
06.2020 - 04.2022
- Managed daily operations, ensuring team alignment with organizational goals.
- Developed training materials to enhance employee onboarding and retention.
- Implemented project management tools to track progress and accountability.
- Led weekly team meetings to discuss performance metrics and improvement strategies.
- Fostered a positive work environment through employee engagement initiatives.
- Analyzed workflow efficiency, recommending adjustments for optimal productivity.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
High School Diploma -
St. Johns Technical High School
Saint Augustine, FL05-2012
Skills
- Accurate data entry
- Analytical thinking
- Engaged listening
- Service excellence
- Client interaction proficiency
- Building professional connections
- Proficient in computer applications
- Proficient in resolving disputes
- Financial transaction processing
- Client communication skills
- Call coordination
- Expertise in product features and benefits
Training
- Technical Support
- Critical Notes
Timeline
Customer Service Representative
Bank of America Merrill Lynch
04.2022 - Current
Manager
Culver's Restaurant
06.2020 - 04.2022
High School Diploma -
St. Johns Technical High School
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