Customer Service Account Executive

Felicia Trawick

**** *** ***** ** * #***

Jacksonville, Fl 32217

Cell: 912-***-****

***************@*******.***

Career Snapshot

Ten years of commended performance in key customer service and support

roles.

Expert in customer care/communications, problem solving, relationship

building and user training and support.

MS Office "power-user" with additional proficiencies in assorted databases.

Awards

Platinum Status "ICAP" recipient

Five "Service Star" Awards, 2009

Computer Skills

Word, Excel, PowerPoint, Access, Outlook,

Mission Statement

Strive to exceed customer/ employer expectations by delivering second-to-

none service. Maintain customer centricity in all initiatives and

interactions, always putting the customer first. Customer Service &

Support Specialist

Offering an award-winning track record of customer care excellence within

high-volume environments that include...

Call Centers ( Retail Customer Service Desks

Key Skills

World-Class Customer Service Call Center Operations

Troubleshooting/ Problem Technical/User Support

Solving Complaint Handling

Up-Selling/Sales Support Reports & Documentation

Customer Order Fulfillment

Professional Experience

JC Penney - Division Supervisor, 2009 to

Brunswick, GA 2010

Wachovia - Atlanta, Bank Fraud Specialist, 2008 to

GA 2009

red Lobster - Customer Service Provider, 2006

Atlanta, GA to 2008

Bank of america - Debit Card Fraud Specialist,

Atlanta, GA 2004 to 2005

MCI/WORLDCOM-Alpharet

ta, GA. Account Executive, 2002 to 2004

SPORTIME INT LLC

OFFICE DEPOT CALL

CENTER Customer Support Specialist,

2001 to 2002

GE CAPITAL FINANCIAL

SERVICES Customer Service

INTERNAL REVENUE Representative, 2000 to 2001

SERVICES

Customer Service

Representative, 1999 to 2000

Data Transcriber, 1999 to 2001

Provided telephone, online and face-to-face customer

service/support within high-volume call centers

(handling an average of 95 calls/internet inquiries

daily), busy retail customer service desks and

five-star rated restaurant.

Performance Review Excerpts

Felicia has been the top performer on my

team...exceeded her call metrics goals by

15 excellent communication, technical support and

troubleshooting skills...excels in working

independently in a fast-paced environment...has

become my #1 trainer of new hires (2002

Performance Review, Sportime International LLC)

Felicia exemplifies excellent customer

service...consistently thinks outside the box and

finds creative ways to solve customer

problems...Identifies opportunities to increase

customer retention and satisfaction through the use

of up/cross-selling strategies and excellent

communication skills...well organized, with the

ability to multitask and prioritize

workload...documents in detail all interactions with

customers (2004 Performance Review, MCI/Worldcom)

Handles the demands of a high-volume customer

service desk with ease...exemplary customer service

and complaint handling skills... dedicated and

reliable ( 2005 Performance Review, Bank of

America)

Our guests routinely rave about the

above-and-beyond service and personalized attention

they receive from Felicia...highly resourceful...a

consummate customer service professional (2007

Performance Review, Red Lobster)

Education

Clark Atlanta University - Atlanta, GA

Candidate of Bachelor of Arts (BA) in Psychology,

1998

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