Felicity Woods
Mphasis Verizon
San Antonio ,TX
7
years of professional experience
Detail-oriented Customer Service Representative with a proven track record in enhancing customer satisfaction and loyalty. Adept at navigating multiple systems to provide accurate information and resolve customer concerns swiftly. Offered empathy and understanding while delivering exceptional support, even in high-pressure environments.
Work History
Customer Service Representative
2 Months- Resolved customer inquiries utilizing multiple screens, ensuring consistent support and satisfaction.
- Managed account updates and billing inquiries, demonstrating attention to detail and accuracy in data handling.
- 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.
Customer Service Representative
3 Months- Assisted customers with inquiries, ensuring timely resolution of issues and enhancing overall satisfaction.
- Collaborated with team members to streamline communication processes, improving response times for customer queries.
- Managed customer accounts, accurately updating information and maintaining records in company systems.
- Executed vote processing on investment decisions while articulating portfolio details with professionalism and courtesy.
Credit Recoveries
1 Year 1 Month- Assisted team members by providing support and guidance. Maintained a positive attitude while achieving personal objectives.
- Managed high-volume inbound and outbound calls, delivering accurate information with professionalism and friendliness.
- Proactively identified solutions to questions that were anticipated regarding billing and services.
- Facilitated effective information exchange through strong verbal and written communication skills.
- Leveraged quick learning abilities to efficiently master new concepts and enhance overall performance.
- Utilized multiple screens to ensure accurate and timely information delivery while maintaining professionalism.
Customer Service Representative
1 Year 4 Months- Provided accurate information about products and services to customers.
- Assisted customers in navigating company website or application during support interactions.
- Maintained customer records by updating account information in database.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed difficult customer situations with professionalism and empathy.
- Navigated multiple computer systems and utilized search tools to find information.
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
Cashier Team Lead
10 Months- Operated POS systems to process sales transactions, check inventory, or execute price adjustments.
- Assisted with receiving, verification and stocking of merchandise deliveries.
- Kept customers happy by quickly processing payments and bagging purchases.
- Fixed checkout merchandise displays with continuous resets during down periods.
- Totaled purchases and accepted payments using touch-screen register system.
Home Care Provider
2 Years 5 Months- Resolved customer inquiries utilizing multiple screens, ensuring consistent support and satisfaction.
- Managed account updates and billing inquiries, demonstrating attention to detail and accuracy in data handling.
- 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.
Education
Skills
Product Knowledge
Inbound and Outbound Calling
Account updating
Call center procedures
High-energy attitude
Courteous demeanor
Positive and professional
Excellent communication
Active Listening
Empathy
Timeline
Customer Service Representative
Mphasis Verizon
06.2026 - CurrentRead More
Customer Service Representative
TEKsystems
03.2026 - 06.2026Read More
Credit Recoveries
Charter Communications, Spectrum
01.2025 - 02.2026Read More
Customer Service Representative
Glowtouch
04.2023 - 08.2024Read More
Cashier Team Lead
Quiktrip
03.2022 - 01.2023Read More
Home Care Provider
Stay-at-home Mother
10.2019 - 03.2022Read More
Positive Solutions
Read More