Felicia R. Joyner

**** ***** ****** *****

904-***-****

acxucn@r.postjobfree.com

Education

Florida State College at Jacksonville, Associate of Arts Degree, 2011

Employment History

**** – Present Commercial Customer Care Consultant JEA

2012 – 2013 Residential Customer Care Consultant JEA

2009 – 2010 Customer Care Representative (Allstate) Kelly Services

License Held

0214 – Life Insurance Including Variable Annuity

0240 – Health

Valid Driver’s License

Customer Relationship

Experiences

Answers customer questions concerning their utilities and ensures customer understanding about pending services, services rendered or billing by researching the account, identifying the nature of the problem, utilizing basic business software and tools to determine account balance

Negotiates pay plans and extended payment arrangements within established guidelines upon request of customer for utility services. Determine if they qualify and calculate, provide and explain payment options.

Trained other Customer Care Consultants

Performs research and investigation to gather, and prepare information on customer accounts and enters account transactions in appropriate JEA business systems

Educate customers how to utilize the available resources and conservation of utilities

Communicate with customers by phone, email or fax and receives orders for services such as applications for service, cut-on/cut-off and transfers of service, handles outage calls, and records information in appropriate JEA business systems

Working knowledge of effective JEA customer service principles, practices, policies, procedures, business practices and techniques, sufficient to perform a broad range of customer service related activities

Take calls from Agents, Brokers, Policy Holders, and Providers to perform a variety of functions contributing to the retention of Company business. Support the claims and customer service process for all products administered by the companies to ensure quality, efficient and effective customer service to policyholders of Allstate Insurance (Kelly Services Temp)

Establish rapport and educate customers on the value of credit and the consequences of ignoring their debt

Focus on problem resolution and customer retention through the efficient, accurate, and timely handling of all outbound calls

Contact delinquent Citibank customers to request payment, establish acceptable repayment plan alternatives, and pursue secondary sources of repayment if necessary

Follow all state legalities and federal laws like The Federal Fair Debt Collections Practices Act (FDCPA), Dual Party Consent (DPC), and Office of Federal Contract Compliance Programs (OFCCP)

Payroll * Recruitment * Business Operation

Experiences

Responsible for the day-to-day activities associated with payroll by maintaining schedules

Ensures all posts are manned by qualified employees, being especially cognizant of unbillable overtime

Maintains all client and contract files

Investigate payroll corrections to ensure prompt attention and payment

Perform analysis of discrepancies in employee’s hours and/or corrections of Client Billing to ensure customer satisfaction

Full Life Cycle Recruitment

Drug screen all new hires, administer orientation, process I9 and W4, teach on the job training

Coordinates with Corporate Accountants and Branch Manager to ensure that the branch is compliant

Dispatched employees to assigned job-site daily

Issued daily payroll checks for all temporary employees

Processed weekly invoices; reconciled invoices with employee time sheets to insure accuracy

Performed the duties of the Branch Manager in his/her absence

Acted as primary liaison between the Branch, Management, employees, and outside Clients

Reviewed outstanding Receivables and made collection calls

Administered literacy surveys to temporary employees

Scheduled sales Representatives’ customer appointments for potential business

Received and processed all customer payments

Other office management duties

References Available Upon Request

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