Jalissa Felder
Salisbury,NC
Summary
Professional with strong background in customer interactions, social services, and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Rep
Concentrix
09.2024 - 10.2025
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to track customer interactions and feedback.
- Maintained up-to-date knowledge of product offerings and services.
- Collaborated with team members to enhance overall customer satisfaction.
- Provided support during peak hours, adapting quickly to changing demands.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Social Worker IA&T
Burke County DSS
05.2023 - 08.2024
- Conducted assessments to determine client needs and eligibility for services.
- Developed and implemented individualized service plans for diverse populations.
- Coordinated with community resources to facilitate access to necessary support services.
- Monitored client progress, providing ongoing support and intervention as needed.
- Educated clients about available resources, empowering them to make informed decisions.
- Documented case notes accurately, ensuring compliance with agency policies and regulations.
Staging Coordinator
C.R. Laine
04.2022 - 05.2023
- Coordinated project timelines and deliverables to ensure alignment with organizational goals.
- Developed and maintained effective communication channels between departments to streamline operations.
- Implemented process improvements that enhanced workflow efficiency and reduced lead times.
- Assisted in training new team members on company procedures and operational best practices.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
Social Worker IA&T
Burke County DSS
03.2017 - 09.2021
- Collaborated with multidisciplinary teams to enhance service delivery effectiveness.
- Provided crisis intervention and emotional support during critical situations.
- Updated client documentation for accurate, compliant and current records.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
Customer Service Representative
Convergys
06.2016 - 03.2017
- Documented customer interactions for future reference and quality assurance.
- Contributed to training sessions for new hires on company policies and procedures.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Arts - Sociology
North Carolina A&T State University
Greensboro, NC05-2016
High School Diploma -
Newton-Conover High School
Newton, NC06-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Documentation
- Office equipment proficiency
- Appointment scheduling
- Computer proficiency
- Call center operations
Timeline
Remote Customer Service Rep
Concentrix
09.2024 - 10.2025
Social Worker IA&T
Burke County DSS
05.2023 - 08.2024
Staging Coordinator
C.R. Laine
04.2022 - 05.2023
Social Worker IA&T
Burke County DSS
03.2017 - 09.2021
Customer Service Representative
Convergys
06.2016 - 03.2017
Bachelor of Arts - Sociology
North Carolina A&T State University
High School Diploma -
Newton-Conover High School