Kassandra Felix
Jonesboro,AR
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Representative
Alorica
04.2021 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained new personnel regarding company operations, policies and services
Customer Service Representative
Continuum Global Solutions
02.2020 - 04.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
Tutor/Mentor
Memphis City Schools/Shelby County Schools
09.2010 - 01.2020
- Provided homework assistance using specific curriculum and materials.
- Used personalized learning plans to guide students to deeper understanding of course material and learning styles.
- Enabled underachieving students to reach target attainment levels by providing individualized coaching and activities.
Lead/Trainer
Hyve Solutions
03.2010 - 04.2013
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Recruited and trained new members of guest service team.
- Developed and delivered up-to-date training information to enhance employee performance, boosting employee efficiency 85%
Education
No Degree - Business Administration
Lone Star College
Houston, TXBachelor of Science - Psychology Teacher Education
Colorado Christian University
Denver, CO01.2025
Skills
- Problem-Solving
- MS Office Applications
- Call Metrics
- Curriculum development
- Academic coaching
- Test preparation
- Training Development
- LiveChat Messaging
- Remote Office Availability
Timeline
Lead Customer Service Representative
Alorica
04.2021 - Current
Customer Service Representative
Continuum Global Solutions
02.2020 - 04.2021
Tutor/Mentor
Memphis City Schools/Shelby County Schools
09.2010 - 01.2020
Lead/Trainer
Hyve Solutions
03.2010 - 04.2013
No Degree - Business Administration
Lone Star College
Bachelor of Science - Psychology Teacher Education
Colorado Christian University