Customer Service High School

Felicia Starks

Email: ********@*****-********.***

Address:

City: Norfolk

State: VA

Zip: 23505

Country: USA

Phone: 757-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

I am a diligent and driven customer relationship manager who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.

Educational Background:

High School Dipolma from GRANBY HIGH SCHOOL, Norfolk VA 1/2001 to 3/1999 (ACADEMIC)

High School Dipolma from TIDEWATER COMMUNITY COLLEGE, Norfolk VA 1/2001 to 10/2012

Job History / Details:

Summary

I am a diligent and driven customer relationship manager who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills.

Highlights

Goal-oriented

Reliable

Excellent communication skills

People-oriented

Flexible

Financial Advisor Service Award

Inspiring team leader

Analytical

Listening skills

Ability to mediate disputes

Accomplishments

Met and exceeded inbound and outbound call stats

Award for great customer service to my clients

One of five associates trained to service multi-lien loans

Promoted to collector II

Experience

January 2006 to May 2012

BANK OF AMERICA NORFOLK, VA

CUSTOMER RELATIONSHIP MANAGER

Determined solutions according to protocol to help bring accounts current

Assisted customers with current and past due amounts on credit card accounts

Counseled military family's regarding the best fit for mortgage solutions

Developed, implemented and monitored programs to maximize customer satisfaction.

Provided detailed monthly departmental reports and updates to senior management.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives and clients.Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.Resolved customer questions, issues and complaints.Developed rapport with the customer base by handling difficult issues with professionalism.

October 2001 to January 2005

QVC CHESAPEAKE, VA

CUSTOMER SERVICE REPRESENTATIVE

Effectively and accurately inputed data entry for orders to be processed fast and efficiently.

Generated and distributed daily reports and order acknowledgments to appropriate personnel.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.Developed rapport with the customer base by handling difficult issues with professionalism.Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Education

1994 GRANBY HIGH SCHOOL NORFOLK, VA

High School Diploma ACADEMIC

TIDEWATER COMMUNITY COLLEGE NORFOLK, VA

CUSTOMER SERVICE

Customer service certificate for completing 6 month course top of my class.

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