Felicia V. Steele
**** ***** ******** *****, ******, CO 80016
Interested in obtaining a position of employment within your highly innovative, cutting edge, customer oriented company.
• St. Anne Community High School, St. Anne, IL
General Education; Graduated; 6/88
• University of Phoenix, Online Campus, TX
Associate of Arts in Business; Graduated; 6/08
• University of Phoenix, Online Campus, CO
Bachelors in English; Graduated; 03/14
Ability to follow directives; supportive team player; exceed employer expectations
Maintain a positive attitude; enjoy learning and meeting new people; strong work ethic
Excellent attendance record; ability to meet deadlines; work well without supervision
Proficient in Microsoft Word, Excel, Office, IOS, Lynxsis, Keynote
12/14 – 08/18; Xerox/Conduent; Aurora, CO
Customer Care Supervisor/Hiring Manager: Supervising and managing personnel with the largest number of 80. Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems. Establishes and implements performance and service standards. Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs, Conducted final hiring interviews as well as supervised 4 other hiring managers doing day to day interviews.
03/14 – 07/14; Bank of America; Ft. Worth, TX
Customer Service Specialist Tier I & II Sales: Taking incoming calls, handling customers banking needs and educating customers with money managed accounts. I set up new accounts for checking, savings and credit cards. I assisted customers with their online technical support banking issues.
11/13 – 01/14; (Seasonal Position) Target Corporation; Aurora, Co
Retail Sales Cashier: Assisting guests with their purchasing needs and ringing up their items as a cashier.
02/08 – 02/11; Terminix Pest Services; Lewisville, TX
Professional Sales Agent: Taking incoming calls from potential customers. Selling them the services over the phone and scheduling their services.
01/02 – 02/08; American Airlines, Inc.; Dallas Ft. Worth, TX
Reservation Sales Agent: Took inbound calls from potential customers for flight transportation and scheduled their flight itinerary. I took inbound calls from customers to discuss their frequent flyer mileage credits.
02/97 – 12/01; Trans World Airlines, Inc.; Norfolk, VA
Reservation Sales Agent/Customer Service Supervisor: Took inbound calls from potential customers for flight transportation and scheduled their flight itinerary. Managed up to 70 employees
References Available Upon Request