Felicia M. Niskey

*** *. ***** ***

Mesquite, Texas 75149

ac9fhf@r.postjobfree.com

469-***-****

OBJECTIVE

Over 20 years’ successful experience in internal/external customer service and support with recognized strengths in communication, problem-solving, trouble-shooting and implementing proactive procedures to avoid problems

Team Player – willing to assist others.

Excellent working knowledge of Master Mind Business/Monitoring.

Reliable worker with the ability to quickly learn new concepts and skills.

Backed by a solid work history, reputation as a team player and passion for helping others.

Ability to effectively communicate with both internal/external customers.

Selected as the team’s Meeting/Outings Coordinator.

Comfortable working knowledge of fire/burglary panels, card access systems, DVR’s, IPDACT, Camera’s and other products sold/supported by Protection One.

Provide leadership to the Nation Account Team and local branch offices to succeed in meeting all Service Level Agreements and branch metrics.

Work At Home experience with a quiet home office setup

Soft Sales experience – with the ability to follow the guidelines of a matrix CURRENT POSITION: SELF EMPLOYED WORK AT HOME CONTRACTOR (SINCE JANUARY 2018) National Account Manager

10/2010 – 08/2017

Maintain external/external client satisfaction

Coordinate the installation, service and billing of National Account Customers

Work with the branches and Monitoring departments to research and resolve customer issues.

Handle escalated customer calls as needed

Complete projects as requested by management

Maintain project efficiency

Perform all other duties/projects as assigned

Ensure accuracy of data in Mastermind

Coordinate with NAMs, local branches and authorized subcontractors to perform site surveys and assist with preparation of sales paperwork (proposals, bid packages, permits, contract, etc) Commercial Technical Support Specialist I

1/2009 –10/2010

Cited for excellence in interpersonal communications, teamwork, customer service, flexibility and reliability.

Demonstrated the ability to interact with diverse customers.

Ability to read and interpret technical manuals and diagrams and relay the information to field techs

Commended for multitasking abilities; frequently assigned projects to be completed between calls.

Effectively communicate trouble shooting techniques for internal/external customers to resolve their concerns

Assist customers/technicians and customer service reps with technical questions.

Quality control installations/account setups.

Perform account creation duties

Schedule service calls

Upload/Download all types of panels

Troubleshoot a wide variety of diverse products and handle customers grievances Commercial Account Specialist

4/2008 -1/2009

Successfully brought Leslie’s Pools and Embarq online.

Maintained an excellent rapport with my existing/new customer point of contacts

Assisted with coverage when a member of my team was out of the office.

Established a great relationship with the NAMs/Project Managers

Ability to manage my time efficiently and prioritized projects and daily work load

Responded to emails promptly, created/scheduled service requests.

Perform proactive client care calls to Commercial Account holders.

Work with the branches/Monitoring department to research and resolve customer concerns. Account Creations & Testing Representative I

12/2007 -1/2008

Successfully completed the one-on-one training.

Maintained quality standards.

Received inbound calls from technicians.

Verify all pertinent information is present and acceptable.

Set up and testing of web-based services and products

Registration of wireless communication devices through external websites

Enter pertinent information relating to zone/panel location.

Verify that all zone signals are reporting in the correct format and troubleshoot if needed. Commercial Monitoring/Key Account Rep I/II

9/2006 -12/2007

Receive incoming alarm signals from Key/National/Executive/Residential subscriber accounts.

Evaluate and interpret incoming signals to determine the proper response to the alarm.

Follow appropriate monitoring policy/procedures as mandated by Protection One for all dispatches/customer communication.

Proficiency in verifying/dispatching alarms to police/fire agencies with the knowledge of the different types of signals and Standard Operating Procedure.

Receive/process inbound calls from agencies requesting information regarding emergency incidents.

Kept abreast of the organization goals.

SKILLS

MS Word

MS Excel

MS Outlook

Compass

DLS

RPS

Smartviewer

WinPak

Rapid Eye

UltraVNC Viewer (Oz Vision)

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