Lindia Felix
McDonough,GA
Summary
Positive, upbeat Customer Service Specialist brings more than 15 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
PNC Financial Services
Remote
08.2021 - Current
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective solutions.
- Managed billing disputes, fostering positive relationships while adhering to company policies.
- Collaborated with cross-functional teams to enhance customer experience initiatives and streamline processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- 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.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Service Delivery Specialist/Sweeper
Chime Solutions
Morrow, GA
09.2019 - 07.2021
- Provide extensive customer service efficiency and effectively
- Manage retiree accounts for over 99+ clients
- Create and aid in resolving cases to confirm the accuracy of the retiree’s account
- Produce multiple daily reports to staff and management to monitor staffs production
- Monitor a team of 23 agents to ensure cases are completed in a timely manner
- Maintain an adherence of 95% or higher
Reservations/ After Hours Lead
LogistiCare
Atlanta, GA
07.2016 - 09.2019
- Manage and train a team of 12+ new agents
- Submit multiple reports in a timely manner
- Monitor multiple systems to ensure agents are adhering to tasks and duties
- Knowledgeable in routing trips for multiple states
- Efficient in Microsoft and Excel
- Conduct side by sides with agents for performance improvement
- Run agents daily reports for performance evaluations
- Displays strong verbal communications, problem solving, time management and organizational skills
- Provided superior customer service to clients
- Documenting and resolving complaints and issues
- Monitor call volume and assist when necessary
- Train new employees on a bi-weekly basis
Customer Service Representative
Comcast
Atlanta, GA
06.2015 - 07.2016
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Meet weekly metrics with excellent customer satisfaction
- Building rapport to ensure customer satisfaction
- Meet monthly sales quota
Internet Manager
Willett Honda South
Atlanta, GA
08.2014 - 05.2015
- Manage customer leads and responding to all inquiries in a timely manner
- Seek commitment from lead list with customers
- Meet monthly quota helping the dealership remain profitable
- Set appointments to present customers requested vehicle
- Present all vehicle features to new prospects
- Close out new vehicle contracts
- Complete all requirements to finalize transactions
- Building rapport to ensure customer satisfaction
Trainer
Racetrac Petroleum
Atlanta, GA
04.2009 - 04.2014
- Strive for highest customer satisfaction possible
- Accounting for daily monetary amounts
- Overseeing highest quality of operations standard
- Perform all manager duties when requested
- Controlled and maintained inventory levels
- Proactively identified and solved complex problems related to employee training, management and business direction.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Explained goals and expectations required of trainees at beginning of hiring session.
Education
Associate of Science -
Georgia Perimeter College
Clarkston, GA2017
Skills
- Clerical support
- Inbound and outbound calling
- Data evaluation
- Quality control
- Problem-solving abilities
- Call center experience
- Billing and invoicing
- Data entry
- Customer service
- Administrative support
- Critical thinking
Education and Training
other
Timeline
Customer Service Representative
PNC Financial Services
08.2021 - Current
Service Delivery Specialist/Sweeper
Chime Solutions
09.2019 - 07.2021
Reservations/ After Hours Lead
LogistiCare
07.2016 - 09.2019
Customer Service Representative
Comcast
06.2015 - 07.2016
Internet Manager
Willett Honda South
08.2014 - 05.2015
Trainer
Racetrac Petroleum
04.2009 - 04.2014
Associate of Science -
Georgia Perimeter College