Felicia M. Niskey
Mesquite, Texas 75149
Over 10 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.
2 years WAH experience as a contractor with self-management skills to work independently in a home office environment
Ability to gather data and information from various tools and analyze the technical information while interacting and engaging with customers
Ability to contribute and flourish within a team where expertise is shared and feedback is supported.
Typing skills are a minimum of 50 WPM
Enjoy the flexibility of a contractor
Independent Contactor (1099) Work At Home Data Entry Operator Contract World/Intuitive Solutions
January 2019 - Present
• Inbound Order Taking for several clients • Adherence to schedule requirements and metrix set by clients. • Provide services a minimum of 15 hours per week (per my availability) from available hours posted for the days/times listed under peak periods and off peak periods. • Working additional hours for Holidays, Special Events and Promotions. • Providing additional services during heavy demand periods to support the business needs. • Provide excellent customer service. • Ability to process orders quickly with excellent attention to detail and accuracy of information. • Must achieve and maintain quality monitoring of 85% or higher on a consistent basis. • Must have good computer skills.
National Account System Design Support Specialist
Protection 1 Security Solutions, Inc.
October 2014 to August 2017
• Prepare and assist with system designs for National Account Customers • Coordinate all requests that flow through the design team to ensure we have all data to prepare the request in the time requested by the Sales Rep. • Manage all dates for designs, submittals, as built drawings, RFI, AHJ communications and other information as needed. • Good working knowledge and use of security industry operations. • Review all newly created requests to ensure we have scope, drawings, survey's or required documents to put systems designs together within requested timeline. • Review design due dates daily and communicate with the Designers to ensure we are on target to complete.
• Daily follow up with Sales Rep on any outstanding information or documents required to complete the design. • Contact Fire Departments to review requirements (standards, wiring, labor) and capture information in the bid/job as well as collect in a database. • Assist Fire Planners in assembling fire submittal packages, capture sent dates in our system (Mastermind) and follow up on receipt/rejections and work with Designer to revise. • Assist in small cookie cutter designs (creating Sales Central (contracts) • Assist with As Built Drawings, both fire and intrusion where specific customers require these. • Assist with collection of survey data in order to prepare designs/bids. • Review all newly created requests to ensure we have scope, drawings, survey's or required documents to put systems designs together within requested timeline. • Ability to be adaptive and savvy in, security alarm equipment, BASIC FIRE, CCTV equipment, Access Control equipment, emergency power systems, alarm monitoring software, alarm programming software, internal navigation, e-mail, and desktop application navigation of PC software as well as versed in electrical principles and test equipment, Security System
National Account Manager
10/2010 – 10/2014
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
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
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
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
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.
UltraVNC Viewer (Oz Vision)