- Creative Writing
- Crochet Artist
- Drawing and Painting
- Fashion
- Exploring various forms of art, such as Screenwriting, Videography, and Sewing, to nurture creativity and personal growth
Felicity Finisse
Lauderhill,FL
Summary
Dynamic professional with a proven track record in customer service and sales, honed at IVNS . Excelled in managing high-stress situations, boosting customer satisfaction through effective conflict resolution, and enhancing sales through strategic upselling. Skilled in data management and social media, with exceptional interpersonal and attentive listening skills. Achieved notable retention rates and positive client feedback. Proven track record in ensuring exceptional customer service and satisfaction. Strong focus on teamwork and adaptability, consistently meeting changing needs. Skilled in managing multiple tasks, handling customer inquiries, and maintaining clean and organized workspace. Reliable and results-driven, with positive attitude and excellent communication skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative & Server
IVNS Kava & Kratom Loung
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts..
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
Floor Supervisor for Finance Call Center
Teleperformance USA
08.2023 - 02.2024
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Streamlined incident reporting processes, allowing for quicker resolution of customer issues.
Call Center Agent, Inbound Sales
Global Response
12.2021 - 09.2022
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Efficiently managed a high volume of calls while maintaining composure under pressure.
- Reduced average call handling time by quickly assessing customer needs and providing concise information or solutions as needed.
- Maintained high-quality customer service by adhering to call center policies and procedures.
- Collaborated with other departments to address complex customer issues, ensuring timely resolutions that met client expectations.
Receptionist
I Nail Spa
11.2019 - 11.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Prepared clients'' nails for treatments, contributing to high-quality results and repeat business.
- Scheduled appointments accurately, optimizing time management for both staff and customers.
- Handled cash transactions securely while adhering to company policies regarding payment processing systems and data protection protocols.
- Provided exceptional assistance to nail technicians during busy periods, contributing to reduced wait times and increased efficiency.
- Managed inventory and restocked supplies to maintain an organized work environment.
- Maintained an up-to-date knowledge of industry trends and popular nail designs, helping the salon stay competitive in the market.
Education
Bachelor of Arts - Women's Studies
Florida International University
Miami, FLAssociate of Arts - Health Sciences
Broward College
Fort Lauderdale, FL06-2021
High School Diploma -
Dr. Micheal Krop Senior High
Miami, FL06-2018
Skills
- Customer Support
- Attentive Listening Skills
- Critical thinking
- Detail-Oriented Data Management
- Extensive Customer Service Background
- Skilled in Word, PowerPoint, Excel, and Outlook
- Experienced with Google Tools and Calendars
- Strong Interpersonal Skills
- Basic Knowledge of ASL
- Social Media Management
- Money handling
- Store opening and closing
- Professional ethics
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative & Server
IVNS Kava & Kratom Loung
05.2024 - Current
Floor Supervisor for Finance Call Center
Teleperformance USA
08.2023 - 02.2024
Call Center Agent, Inbound Sales
Global Response
12.2021 - 09.2022
Receptionist
I Nail Spa
11.2019 - 11.2021
Bachelor of Arts - Women's Studies
Florida International University
Associate of Arts - Health Sciences
Broward College
High School Diploma -
Dr. Micheal Krop Senior High
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