Customer Service Dominion Energy
Resume:
Felicia Roberson
Actively Looking for Employment
Akron, OH 44313
*******.**********@*****.***
Authorized to work in the US for any employer
Work Experience
Recruiter, Talent Acquisition
VXI Global Solutions - Canton, OH
Present
• Leverage online recruiting resources, social media outlets, and in-house Applicant Tracking System
(ATS) to identify qualified candidates.
• Prescreen all applicants by utilizing pre-ap proved questions and assessing candidates’ schedule availability.
• Provide complete, accurate, and inspiring information to candidates about the company and position.
• Schedule phone, video and in-person interviews for Recruiters and Hiring Managers. • Escort all prospective employees to (and from) the Recruiting Office.
• Ensure candidates complete applications, and administer computer-based skills testing prior to Talent Acquisitions interview. • Assist with Employment Offer Letter distribution. • Initiate Background Check process and schedule applicant drug testing and help to ensure that results are received prior to confirming employment start date. • Maintain accurate and organized documentation of all recruiting activities including the Employee Referral Bonus program.
• Provide recruiting administrative support as needed by ensuring candidate files and ATS are complete and current. • Stay informed of trends and innovative recruiting techniques. • Work with Talent Acquisitions, Client Services and Candidates to provide status updates. • Suggest creative means to attract top quality talent. • Schedule and attend job/career fairs and networking events to represent VXI and prospect for potential talent.
• Take a process improvement approach to document/work flow. • Proactively seek out and complete project work that is beneficial for the organization, as well as personal development. • Develop and maintain professional relationships with colleges and universities as a source to generate qualified applicants.
Staffing Specialist/Recruiter
Surge Staffing - Canton, OH
December 2019 to April 2020
A leader in staffing and workforce solutions
• Perform searches, refer to established candidate pool and other staffing boards to fulfill client orders
• Recruit, conduct interviews and follow-up with candidates and temporary associates
• Recruit, train and retain temporary associates, coach and counsel temp. associates
• Established contacts in the business community - actively participating in local networking events
• Implement and manage detailed marketing programs for sales calls, direct mail in-office demo. and public relations for assigned branch
• Present customers with additional Surge Staffing products and services Claims Adjuster
Progressive Insurance Company - Akron, OH
November 2018 to December 2019
Providing customer service in a fast-paced office environment, while relying on decision-making and multitasking skills to resolve a high volume of claims. Planning, prioritizing and organizing.
• Making coverage and liability decisions.
• Interview customers, claimants, and witnesses involved in the accident.
• Partner with appraisers/estimators to manage vehicle repairs.
• Negotiate with customers and other insurance carriers.
• Validate damage is consistent with the report of the accident.
• Identify and refer fraud related claims to Special Invest. Units. Technical Trainer / Implementation Specialist
First Communications - Akron, OH
October 2017 to November 2018
Akron, Ohio
Leading technology solutions provider offering data networking, voice, and managed services. Technical Trainer / Implementation Specialist (promotion, 10/2017- 11/2018) Handpicked by VP to conduct in-person training sessions to help new clients with the set up and configuration of their cloud IP PBX Phone equipment (Polycom and Yealink phones).
• Work with a project manager to schedule, coordinate and implement the migration of client data.
• Perform and troubleshoot technical task necessary for successful training and product implementation.
• Recognize and identify potential areas of improvement. Major Accounts Service Manager
First Communications - Akron, OH
February 2016 to November 2018
Akron, Ohio
Leading technology solutions provider offering data networking, voice, and managed services. Major Accounts Service Manager (2/2016 - 11/2018)
In between on-site Cloud IP PBX client training's, served as a liaison for large business customers, processing service changes on accounts, billing audits, proposals, and follow up on escalated issues.
• Advance troubleshooting addresses all product related inquiries.
• Provide technical, product and business knowledge, and support the sales process.
• Process customer contract renewals move and regroom orders.
• New hire training, develops processes and training programs. Corporate Technical Trainer
VXI - Canton, OH
August 2015 to February 2016
Canton, Ohio
Customer experience and contact center - outsourcing company that collaborates with the world's leading brands to enable them to engage with their customers and keep them at the front of their market. Corporate Technical Trainer - COMCAST (8/2015 - 2/2016) Certified Corporate Trainer for COMCAST project.
• Facilitate and deliver course instructions to call center employees (10 -15 new hires).
• Collaborating with the management team to discuss/review policies & procedures.
• Maintaining an average attrition rate of 90%, monitor, evaluate and provide feedback to trainees. Additionally, sustained schedules, timekeeping, and payroll.
• One-on-one coaching and development for each team member - Oversee the nesting period for new hires.
Employee Development / Team Lead
First Communications - Akron, OH
November 2013 to August 2015
Akron, Ohio
Leading technology solutions provider offering data networking, voice, and managed services. Employee Development / Team Lead (11/2013 - 8/2015)
• Created process and procedures for Customer Care Department.
• Quality Assurance - Coaching and feedback, weekly and monthly reporting.
• New hire training and special projects - develop and maintain training materials.
• Support and encourage all company policies, review, and analyze statistical reports to a manage team's productivity.
Associate Business Process Analyst
Dominion Energy
2012 to 2013
Customer Service Representative
Beaumont - Beaumont, TX
2005 to 2007
Assist team with escalated customer issues.
Education
Associate in Science (AS) in Business Management
Kaplan University-Davenport Campus
February 2005 to May 2009
Associates of Business Management in Business Management Kaplan University
2009
Skills
• KEY PROFICIENCIES
Managed services, voice/data networking, budget management, time-management, employee development, Cloud IP/VOIP, sales, major account management, corporate technical trainer, technical/implementation specialist and a customer experience advocate.
• Business Management
• Employee Supervision
• Employee Engagement
• Training & Development
• Training
• Recruiting
• Staffing
• Account Management
• Business Analysis
• Help Desk
• Microsoft Windows
• Technical Support
• Problem-solving
• Flexibility
• Reliability
• Team Work
• Management
• Leadership
• Active Directory
• Project management
Certifications and Licenses
First Aid Certification
Assessments
Customer service — Proficient
March 2021
Identifying and resolving common customer issues
Full results: Proficient
Call center customer service — Familiar
May 2020
Applying customer service skills in a call center setting. Full results: Familiar
Customer focus & orientation — Expert
March 2021
Responding to customer situations with sensitivity Full results: Expert
Work style: Reliability — Expert
April 2020
Tendency to be dependable and come to work
Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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