Felisha Price
Culpeper,VA
Summary
Customer Service Retention Specialist with 10+ years of experience in call center and retail settings. Proven track record in enhancing customer satisfaction and loyalty through effective relationship management and conflict resolution. Expertise in data-driven decision-making and communication, leading to increased productivity and efficiency. Strong problem-solving skills and adaptability contribute to exceptional customer experiences.
Overview
22
22
years of professional experience
Work History
Customer Experience Specialist
Comcast Corporation
08.2011 - Current
- Managed high-volume inbound calls, resolving cancellations and retaining accounts through tailored solutions.
- Diffused escalated situations with professionalism and empathy, achieving top retention and satisfaction scores.
- Mentored new hires as part of Alex Coach Team, co-listening and providing feedback for performance enhancement.
- Promoted Comcast products by aligning features with customer needs, driving upsell and cross-sell opportunities.
- Demonstrated technology proficiency by utilizing various tools and systems in customer interactions.
Field Team Supervisor
Flextronics
Manassas, VA
10.2006 - 08.2011
- Supervised and coached a team of 5 to 10 associates to achieve daily performance goals.
- Resolved customer concerns and processed warranty claims efficiently.
- Provided technical support for cellular devices to enhance user satisfaction.
- Troubleshot equipment issues while delivering clear product education.
Assistant Manager
BP Amoco
New York, NY
03.2005 - 10.2006
- Enhanced store operations by prioritizing customer service, compliance, and safety protocols.
- Trained new employees, fostering a service-oriented culture that boosted customer satisfaction.
- Coordinated team schedules to ensure optimal staffing levels for efficient operations.
- Managed inventory control processes using specialized company systems and tools.
- Implemented training programs for new hires to improve overall performance.
Merchandise Customer Assistant Lead
Sears Roebuck & Co.
Brooklyn, NY
06.2003 - 03.2005
- Supervised 10-15 associates to uphold sales floor presentation and enhance customer satisfaction.
- Resolved escalated issues and prepared monthly reports to track performance.
- Exceeded daily credit card application goals through strategic initiatives.
- Maintained organized merchandise displays for optimal visibility and accessibility.
- Processed customer transactions efficiently at checkout, ensuring swift service.
- Assisted customers with product inquiries and provided tailored recommendations.
Education
Some College (No Degree) - Business Management
Borough of Manhattan Community College
Brooklyn, NYHigh School Diploma -
Prospect Heights High School
Brooklyn, NYSkills
- Customer retention and loyalty
- Conflict resolution and negotiation
- Escalation management
- Relationship building
- Team training and support
- Call center operations
- Effective communication
- Service excellence
References
References available upon request.
Timeline
Customer Experience Specialist
Comcast Corporation
08.2011 - Current
Field Team Supervisor
Flextronics
10.2006 - 08.2011
Assistant Manager
BP Amoco
03.2005 - 10.2006
Merchandise Customer Assistant Lead
Sears Roebuck & Co.
06.2003 - 03.2005
Some College (No Degree) - Business Management
Borough of Manhattan Community College
High School Diploma -
Prospect Heights High School
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